LATOYA SMALL
Farmington Hills,MI
Summary
Thriving in fast-paced, team-oriented environments, I excel at multitasking with minimal supervision. Adaptability and efficiency in managing changing priorities contribute to team success. Strong attention to detail and a proactive approach ensure consistent delivery of high-quality results. Maintaining a positive and collaborative attitude is key.
Overview
10
10
years of professional experience
Work History
Program Support Representative 1
Cynet Systems
08.2022 - 08.2024
- Primary responsibilities involve answering in-bound calls, receiving medical claims from HCPs or patients, ensuring the adequate supporting documentation has been provided, interpreting the EOB/CMS1500, vetting the claim against program specific business rules and ultimately determining if the claim should be paid or rejected
- Assist with providing prior authorizations to pharmacist if needed
- Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs
- Responsible for and assisting customers with pharmacy related services
Patient Care Advocate
Alliance Specialty Pharmacy
02.2016 - 02.2021
- Created weekly/monthly reports for tracking purposes with Word & Excel
- Scheduled patient’s medication
- Established new patients and created electronic files for them
- Answered multi-line phones
- Discuss co-pays, co-insurance, and all other balances
- Communicated with other doctor offices, imaging offices, and all other organizations as needed
- Answer an average of 150- 200 calls per day
- Outbound calling or answer general inquiries
- Maintained goals for all expectations for quality service
- Acted as a trainer responsible for providing support to new trainees through mentoring, observation, and feedback
- Took calls from patients who needed assistance in obtaining their prescriptions because they didn't have insurance or couldn't afford their medication
Data Entry Specialist
Iron Mountain
11.2014 - 03.2015
- Compare data with source information
- Maintain logs of activities and completed work
- Compile, sort and verify accuracy of data
- Read source data and enter information in specific data fields within the database
- Proofread information for accuracy
- 15,000 keystrokes
Education
High School Diploma -
Ferndale High School
Ferndale, MI06-2005
Skills
- Order quality
- Customer service
- Call handling
- Excellence in service
- Call center experience
- Documentation
- Customer satisfaction
- Microsoft office
- Training and mentoring
- Quality assurance
- Documentation skills
- Problem-solving
- Organization
Timeline
Program Support Representative 1
Cynet Systems
08.2022 - 08.2024
Patient Care Advocate
Alliance Specialty Pharmacy
02.2016 - 02.2021
Data Entry Specialist
Iron Mountain
11.2014 - 03.2015
High School Diploma -
Ferndale High School
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