Summary
Overview
Work History
Education
Skills
Languages
Timeline
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LaToya Wright

LaToya Wright

Fort Worth,TX

Summary

Customer service representative with 15 years of experience providing excellent customers services in a dynamic work environment. Solid communication, good interpersonal skills, and fast resolving customer complaints with excellent problem-solving skills.

Overview

15
15
years of professional experience

Work History

Patient Service Representative

Solis Mammography
03.2022 - Current
  • Offers alternative scheduling options when center dates/times are not available
  • Verifies patient information and updates as necessary
  • Creates profiles in a scheduling system for new patients and completes all required fields
  • Verifies center information, i.e., address, date, prep instructions, etc
  • Attaches and verifies orders received from a physician, if applicable
  • Resolves patient/caller issues
  • Maintains patient confidentiality 100% of the time.

Account Service Representative

Regus
10.2020 - 03.2022
  • Handling customer service queries via telephone and email
  • Resolve account balance, billing, and payment queries
  • Update customers on the progress of their query when the first contact resolution is not possible
  • Liaise with other departments, where needed, to provide a speedy and quality resolution for the customers
  • Manage customer complaints and queries in our system
  • Ensure I meet our agreed customer service targets.

Claim Recovery Collector

HMS
04.2019 - 09.2020
  • Confer with carriers by telephone or use Web sites to determine member eligibility and claim status
  • Assess denials, pursue appeals, or close claims when appropriate
  • Update case management system with proper noting of actions and appeal/denial information
  • Respond to carrier telephone, fax, and email inquiries regarding outstanding claims
  • Sort and file correspondence
  • Mail form letters to carriers to affect payment of outstanding claims
  • Contact providers to obtain additional information and documentation to resolve unpaid claims
  • Manage a weekly aging report
  • Responsible for achieving high recoveries against a portfolio of claims
  • Work with document imaging system for archival purposes
  • Ensure that payers adhere to laws regarding the timely filing of claims
  • Pursue each outstanding account to reach maximum reimbursement by working with subject matter experts to resolve challenging claims
  • Develop recovery strategies with each payer

II

MSR, Molina Healthcare
05.2015 - 05.2018
  • Assist providers with medical claims, denials of claims, appeals, contracts,
  • EOBS, payments, Pre-Authorizations
  • Responds to internal and external customers in a timely and accurate manner, treating them with respect and courtesy
  • Advise callers of outstanding HEDIS services needed
  • Assist callers with Web
  • Portal registration and utilization

IT Support Specialist

AT&T
01.2014 - 01.2015
  • Provided technical support to customers regarding equipment
  • Conversed with customers on the phone and resolved laptops, routers, home phones, and TV services, creating trouble tickets and dispatching technicians for repair and installation
  • Operated online guidelines and responded to customer inquiries on function or replacement of defective parts.

Technical Support Representative

Samsung
11.2012 - 12.2013
  • Delivered technical support to customers regarding equipment
  • Communicated with customers on the phone and resolved hardware and software problems
  • Managed online guidelines and answered customer inquiries on the function or replacement of defective parts.

Customer Service Representative

Humana
01.2008 - 01.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Education

Associate - Medical Billing And Coder

Anthem College - Bryman School
Phoenix, AZ

Skills

  • SKILLS & ABILITIES
  • CRM
  • Microsoft Words, Excel, PowerPoint
  • Doc DNA
  • PeopleSoft
  • Salesforce
  • ICD-10, HCPCS, CPT
  • AS400
  • 45 WPM
  • QNXT
  • Appointment Scheduling
  • Appointment Confirmation
  • Patient Engagement
  • Medical History Documentation
  • Demographics Information
  • Clerical and Filing Support
  • 50 WPM Typing Speed
  • Call Transfers
  • Medical Billing
  • Payment Collection
  • Organization and Time Management
  • [CRM Software Expert
  • Medicaid
  • Patient Appointment Management
  • Insurance Information Collection
  • Patient Registration
  • Insurance Verification
  • HIPAA Compliance
  • Outbound Calling
  • Document Filing
  • Medical Insurance
  • Directing Callers
  • Word Processing
  • Patient Account Reviews
  • HCPCS Compliance
  • Customer Service
  • Educate Patients
  • Patient Care and Confidentiality

Languages

English
Full Professional

Timeline

Patient Service Representative

Solis Mammography
03.2022 - Current

Account Service Representative

Regus
10.2020 - 03.2022

Claim Recovery Collector

HMS
04.2019 - 09.2020

II

MSR, Molina Healthcare
05.2015 - 05.2018

IT Support Specialist

AT&T
01.2014 - 01.2015

Technical Support Representative

Samsung
11.2012 - 12.2013

Customer Service Representative

Humana
01.2008 - 01.2011

Associate - Medical Billing And Coder

Anthem College - Bryman School

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LaToya Wright