Latrice Johnson

SOS International – Patient Access Service (PAS) Q Agent
July 2025 – Present

• Manage high-volume inbound and outbound calls while providing professional patient support.
• Schedule and coordinate medical appointments across multiple specialties and military healthcare facilities.
• Utilize Epic and MHS GENESIS Electronic Health Record (EHR) systems for appointment scheduling, patient registration, and record management.
• Verify patient demographics, insurance eligibility, referrals, and appointment requirements.
• Accurately enter and update patient information while maintaining HIPAA compliance and confidentiality.
• Coordinate referrals and follow established scheduling protocols to ensure patients receive appropriate and timely care.
• Coordinated follow-up appointments, enhancing patient engagement and continuity of care.
• Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
• Prioritize urgent scheduling needs and resolve appointment-related concerns.
• Deliver excellent customer service while maintaining accuracy, productivity, and quality standards in a fast-paced call-center environment.

Patient Care Technician (PCT) | DaVita

• Provide direct patient care to individuals receiving hemodialysis treatment under the supervision of registered nurses.
• Prepared, operated, monitored, cleaned, and disinfected dialysis machines and related equipment to ensure safe and effective treatment.
• Obtain and document pre-, during-, and post-treatment vital signs, weights, and patient observations.
• Prepare and assess vascular access and assist with initiating and discontinuing dialysis treatments.
• Monitor patients throughout treatment and promptly report changes or concerns to the nursing team.
• Maintain accurate treatment documentation and patient records while following HIPAA and safety requirements.
• Collaborate with nurses and other members of the interdisciplinary healthcare team to provide quality patient care.
• Provided education and support to patients on dialysis treatment and vascular access care.
• Assisted in training and mentoring new Patient Care Technicians to uphold high standards of patient care and ensure team consistency.

• Assisted clients with accessing healthcare, social services, benefits, and community resources.
• Assessed client needs and coordinated services, appointments, referrals, and transportation.
• Verified and updated client information, eligibility, documentation, and service-related records.
• Maintained accurate electronic case notes and documented client interactions, services, and follow-up activities.
• Provided high-volume telephone and electronic customer service while answering questions and explaining available programs and services.
• Communicated with clients, healthcare providers, agencies, and other resources to coordinate care and resolve service barriers.
• Followed up on client needs to ensure services were received and concerns were appropriately addressed.
• Protected confidential and sensitive client information while following privacy and agency requirements.
• Managed multiple cases, deadlines, and administrative tasks while maintaining accurate data entry and documentation.
• Supported clients with daily needs while encouraging independence and adherence to established care plans.