Latoya Wiley
Social Worker LLBSW
Detroit,MI
Summary
Accomplished professional with a proven track record at Health Management Systems of America, excelling in critical thinking and compassionate communication. Enhanced customer satisfaction through efficient case management and crisis intervention, skillfully managing data entry with utmost accuracy. Demonstrated exceptional ability to analyze complex situations, leading to informed service recommendations.
Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Intake Specialist
Health Management Systems of America
01.2025 - Current
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
Provider Relations Representative
Health Management Systems of America
06.2018 - Current
- Answered provider inquiries via email, telephone and written correspondence.
- Managed provider relations mailbox by triaging inquiries, facilitating resolution of incoming requests and forwarding requests to appropriate parties.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Managed high-volume caseloads of dispute resolution cases, providing swift resolutions that maintained positive relationships with both parties involved.
Member Service Representative
Health Management Systems of America
12.2015 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Education
Bachelor of Science - Social Work
Eastern Michigan University
Ypsilanti, MI08-2024
Skills
- Data entry
- Intake assessment
- Compassionate communication
- Critical thinking skills
- Assertiveness
- Follow-up skills
- Records maintenance
- Case management
- Crisis intervention
- Client intake
- Appointment scheduling
- Multi-line phone systems
- Scheduling appointments
Certification
- Crisis Intervention Team Training Certificate – Various Law Enforcement or Community Organizations.
- Cultural Competency Training Certificate – Numerous Providers across sectors.
Timeline
Intake Specialist
Health Management Systems of America
01.2025 - Current
Provider Relations Representative
Health Management Systems of America
06.2018 - Current
Member Service Representative
Health Management Systems of America
12.2015 - Current
- Crisis Intervention Team Training Certificate – Various Law Enforcement or Community Organizations.
- Cultural Competency Training Certificate – Numerous Providers across sectors.
Bachelor of Science - Social Work
Eastern Michigan University
Similar Profiles
Erinn DominguezErinn Dominguez
Resident Assessment Coordinator at Health Management SystemsResident Assessment Coordinator at Health Management Systems
Robert GuzmanRobert Guzman
Claims Examiner at Health Information Management SystemsClaims Examiner at Health Information Management Systems
Cameron GanzyCameron Ganzy
Patient Care Technician - CCHT at Health Systems Management- Triad Dialysis CenterPatient Care Technician - CCHT at Health Systems Management- Triad Dialysis Center