Latricia M. Cofer

Piscataway,USA

Summary

Dynamic professional with extensive experience at WellPoint, excelling in customer service leadership and data analysis. Proven ability to enhance operational efficiency and ensure HIPAA compliance. Skilled in EHR systems and adept at motivating teams, achieving a 92% customer satisfaction rating while managing high-volume interactions.

Overview

years of professional experience

Work History

Medicial Management Assistant / Hybrid-Remote

WellPoint

Iselin, New Jersey

12.2022 - Current

Motivate customer service representatives, conduct performance evaluations, and manage team-related matters like attendance and performance metrics.
Oversee daily operations, monitor service levels across communication channels, and ensure adherence to customer service policies and procedures.
Track and analyze customer service metrics to identify trends, recognize areas for improvement, and inform data-driven decisions.
Work with other departments, such as clinical staff, to address systemic issues that affect customer satisfaction.
Ensure all customer interactions and team activities comply with relevant healthcare regulations and standards.
Gather and analyze clinical information to determine appropriate case referrals to Utilization Management, Case Management, Quality Improvement, and Medical Review teams.
Provide network providers and program information to stakeholders upon request, ensuring clear communication and support.
Serve as a key point of contact between Medical Management, Operations, and other internal departments to facilitate efficient workflow and information exchange.
Maintain and update tracking databases, assisting with the coordination of services for Medicaid and Medicare members.
Delivered comprehensive support in a high-volume call center, addressing 100+ calls daily with a customer satisfaction rating of 92%.

Sr. Financial Aid Officer / Hybrid

Rutgers University

New Brunswick, New Jersey

01.2018 - 12.2022

Provided comprehensive counseling on financial aid programs to students and parents, ensuring clear understanding of loan options and obligations.
Maintained expert-level knowledge of financial aid regulations to effectively guide students through the application and awarding process.
Facilitated accurate and timely responses to inquiries via multiple communication channels, ensuring quality customer service.
Executed thorough review and processing of financial aid applications, adhering to federal and state compliance standards.
Assessed and verified student academic progress to confirm ongoing eligibility for financial aid programs.

Enrollment Service Assistant

Middlesex County College

Edison, New Jersey

01.2008 - 12.2017

Counseled students and parents on financial aid programs, clarifying eligibility and application processes for Federal Direct Loans and addressing loan delinquency concerns.
Managed a high volume of in-person and electronic inquiries, providing comprehensive support across key enrollment services such as Financial Aid, Admissions, and Registrar functions.
Facilitated financial aid processes by assisting with form completion, retrieving documents for officer review, and maintaining accurate student records through the Central Processing System.
Coordinated Federal Work-Study payroll reconciliation and supervised the training of new staff in delivering effective front counter assistance.

Retail Wired Customer Service Technician/Manager

Flextronics

Somerset, New Jersey

01.2005 - 12.2008

Led a customer service team, focusing on enhancing customer satisfaction through efficient programming, troubleshooting, and minor repairs of cellular devices, ensuring immediate issue resolution.
Elevated to managerial roles within a year, recognized for effective team leadership and organizational capabilities, which streamlined warranty exchange processes.

Education

Associates of Arts - Liberal Arts

Essex County College

Newark, New Jersey

06.2004

Skills

EHR and appointment scheduling systems
CRM and patient management software
Microsoft Office Suite

Telecommunication tools
Data entry and insurance verification
HIPAA compliance training

Timeline