Latricia E Gilbert-Oyekenu
Houston,TX
Summary
Organized and self-sufficient team player driven to handle complex issues and thrive in the dynamic healthcare field. Strong commitment to excellence and passion for delivering high-quality care. Dedicated to making a positive impact on the lives of patients. Seeking opportunities to further develop skills and knowledge. Eager to contribute healthcare expertise to a progressive organization that values teamwork and growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Nursing Attendant
Ft Bend Home Health
07.2013 - Current
- Assisted client with bathing, feeding, cleaning, laundry, dressing, transferring, catheterizing, bowel incontinence
- Administered medication daily
- Monitored patient intake and output
- Worked with paraplegic, quadriplegic, and tetraplegic clients and assisted with physical and occupational therapy
- Accompanied clients to doctor’s appointments, grocery shopping and ran errands as needed
- Changed Foley catheter as needed
- CPR/AED/BLS certified
- Performed daily wound care by changing wound vac and/or manual wet to dry dressings
- Administered IV antibiotics via PICC and Central Lines
- Took daily vitals and administered blood thinning shots to patients
- Monitored daily activities and charted patient progress
Medicare Part B Pharmacy Tech II
Viva Inc (CVS/AETNA) Remote
11.2023 - 09.2024
- Processed and finalized prior authorization (PA) fax requests within clients’ turnaround time (TAT) and Performance Guarantees (PGs) in accordance with standards for accuracy, timeliness, productivity, and client performance commitments utilizing guidelines
- Entered prior authorizations into system and prioritized requests
- Checked formulary alternatives and reviewed tried and failed medications
- Utilized drug references and verified drug being requested is indicated and approved for condition
- Documented all related information regarding PA approval or non-approval
- Responded to requests by faxing status of PA to physician or pharmacy and mailing a copy to the patient
- Interacted with physicians and/or pharmacies to verify NDC’s or correct claims processing issues including making fax or telephone inquiries to obtain missing information
- Obtained input from team leads or supervisor when needed
- Referred unique or high dollar requests to supervisor if unable to process at Tech level according to guidelines
- Protected and maintained confidentiality and privacy of all prior authorization and member information, PHI/PII including following strict protocols for date stamping and storage/security of prior authorization forms and related information
- Verified ICD 10 code by using specific website and then verified diagnosis matches with doctors PA request
- Verified CPT code and matched the services for the treatment that patient needed
Medicare Part D Customer Service Rep / Medicare Account Representative
Elixir Solutions (A Rite Aid Subsidiary) Remote
07.2021 - 02.2023
- Assisted physicians, pharmacies and beneficiary members with Prior Authorization needs, billing, Collections and claims annual, open and special enrollment period procedures
- Processed beneficiary plan payments
- Advised callers of expected resolution time frames for prior authorizations and plan exceptions
- Assisted with technical support for online account management
- Maintained an accurate account of all phone calls and services performed while building rapport and maintaining customer satisfaction
- Managed departmental file archiving processes while adhering to compliance and retention policies
- Demonstrated a general level of healthcare literacy and a knowledge of HIPAA guidelines, PHI and PII guidelines, and current healthcare legislation that impacted state and federal benefit programs
Director of Operations, Manager
Gilbert Marketing & Investments
01.2005 - 01.2022
- Supervised 20 employees on day to day operations
- Maintained schedules and created training materials for new hires
- Participated in continuous improvement efforts in enhancing performance, including proactive maintenance such as monitoring daily activity, and documenting problems, changes, and solutions
- Stayed current on vendor orders and security practices in relation to organizational requirements
- Processed purchase orders
- Approved schedules for various events and preparation of food and beverage requests
- Coordinated details of events such as conferences, weddings, birthdays, anniversaries, charity events, surprise parties, trade shows, sales meetings, business meetings, employee appreciation events and various events
- Processed timesheets and payroll for employees using Quicken Intuit and other paycheck software
FEMA Housing Inspector
Vanguard Emergency Management
10.2017 - 01.2019
- Documented experiences with general residential or building construction and home inspection
- Organized and prioritized work assignments and scheduled inspections
- Performed inspections and assessed damages of residences and structures
- Documented the damages sustained based on extensive knowledge of construction techniques
- Used mapping tools and technology
- Operated a digital camera and used photo software
- Explained and provided documents and answered basic questions from applicants about the process
- Took interior and exterior photos of the dwelling and damages reflective of the FEMA habitability determination
- Evaluated buildings and structures for safety
- Exhibited strong analytical, problem solving, and decision-making skills
- Maintained interpersonal skills including courtesy, professionalism, and cooperative attitude
Customer Service Rep/Supervisor I
General Dynamics
09.2013 - 04.2014
- 03Answered incoming calls and assisted customers with enrollment in health care benefits with The Affordable Care Act also known as Obamacare
- Provided explanations for the various benefit plans available
- Completed enrollments for those who qualified for services
- Processed paper applications submitted
- Answered general questions
- Resolved minor issues and deescalated irate calls
- Assisted 30 employees with knowledge based information in order to resolve complex issues
- Monitored calls for call quality control and adherence
- Supervised 30 staff in recognizing, identifying, isolating, and resolving problems with company and/or customer products and services
- Provided coaching, feedback reviews and disciplinary actions to maintain or improve employee performance
- Participated in special projects as required according to the business needs
Apple Tech Support Specialist
Xerox
10.2012 - 07.2013
- Answered incoming calls in a call center environment and assisted customers with technical support issues with their Apple iOS devices
- Updated software, firmware and restored device software as needed
- Determined eligibility for phone and hardware support
- Set up and initiated repair and replacement orders
- Added additional services per customer request
- Utilized Knowledge Base Software to assist with various issues
Reservations Agent
Hertz Corporation
05.2011 - 10.2012
- Answered incoming calls and placed reservations for clients in the U.S
- Responsible for up-selling alternate packages such as navigation, pre-paid fuel services, and Hertz #1 Gold Memberships
- Entered data in the AS400 based system
- Followed up with customers to ensure quality services were rendered
Technical Support Specialist
Sprint
09.2010 - 02.2011
- Answered incoming calls and assisted customers with technical support problems with cellular devices, wireless broadband cards, notebooks, and other devices
- Processed 30-day exchanges, placed orders, initiated, processed and negotiated billing adjustments, arranged equipment returns and answered billing inquiries
- Educated customers on promotional offers available to them as well as how to use the self-service options online and via their device
- Recorded problem areas, processed customer’s payments, and transferred customer calls to appropriate departments
- Performed troubleshooting steps and recreated the issue in order for it to be resolved
Education
Bachelor of Science - Music Business
Full Sail University Online
Winter Park, FL01.2013
GED -
University of Houston
Houston01.1988
Skills
- Microsoft Word
- Excel
- Word Perfect
- Access
- PowerPoint
- Outlook
- AS400
- Epic
- Peoplesoft
- Peoplesafe
- RxClaim
- MedCompass
- MEDHOK
- Citrix
- Calyx Point
- Quicken/QuickBooks
- Utilization management
- ADP
- 10 key
- Windows and Mac proficient
Certificatesandlicenses
- Certified Customer Representative, Houston Community College, 2001
- CPR/AED/BLS Certified, 2016-2024
- Notary of The State of Texas
- Life Insurance Agent, TX, OK, LA, OR
- Travel Agent, CLIA Certified
Certification
- Basic Life Support (BLS) Certification - American Heart Association.
- First Aid Certification - American Red Cross or American Heart Association.
- Infection Control Certificate(IC)-Various providers offer courses that certify knowledge in preventing the spread of infections within healthcare facilities.
- [Catheterization] [TIRR] [2004]
- [Wound Care] [TIRR] [2004]
- Bowel Incontinence [TIRR] [2004]
- Home Health Aide (HHA) Certification
- CPR/AED Certification
- [TX] Driver's License
- First Aid Certification
- [Bartender] [TABC] 2023
- Basic Food Safety/Food Handler's Card(varies by location)-State or local public health departments, necessary in settings where food handling occurs.
Timeline
Medicare Part B Pharmacy Tech II
Viva Inc (CVS/AETNA) Remote
11.2023 - 09.2024
Medicare Part D Customer Service Rep / Medicare Account Representative
Elixir Solutions (A Rite Aid Subsidiary) Remote
07.2021 - 02.2023
FEMA Housing Inspector
Vanguard Emergency Management
10.2017 - 01.2019
Customer Service Rep/Supervisor I
General Dynamics
09.2013 - 04.2014
Nursing Attendant
Ft Bend Home Health
07.2013 - Current
Apple Tech Support Specialist
Xerox
10.2012 - 07.2013
Reservations Agent
Hertz Corporation
05.2011 - 10.2012
Technical Support Specialist
Sprint
09.2010 - 02.2011
Director of Operations, Manager
Gilbert Marketing & Investments
01.2005 - 01.2022
- Basic Life Support (BLS) Certification - American Heart Association.
- First Aid Certification - American Red Cross or American Heart Association.
- Infection Control Certificate(IC)-Various providers offer courses that certify knowledge in preventing the spread of infections within healthcare facilities.
- [Catheterization] [TIRR] [2004]
- [Wound Care] [TIRR] [2004]
- Bowel Incontinence [TIRR] [2004]
- Home Health Aide (HHA) Certification
- CPR/AED Certification
- [TX] Driver's License
- First Aid Certification
- [Bartender] [TABC] 2023
- Basic Food Safety/Food Handler's Card(varies by location)-State or local public health departments, necessary in settings where food handling occurs.
Bachelor of Science - Music Business
Full Sail University Online
GED -
University of Houston
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