Hi, I’m
LaTricia Woods
Westville,IL
Either write something worth reading or do something worth writing.
Benjamin Franklin
Summary
To use my strong organizational and communication skills, customer service background and ability to work well with people in the best possible way for achieving the company’s goals.
Overview
27
years of professional experience
Work History
Health Alliance
Utilization Management Prior Auth Specialist
07.2021 - Current
Job overview
- Responsible for providing assistance with, and coordination of utilization management operational functions
- The initial phone or digital contact to greet all customers professionally and provide accurate information about the status of preauthorization requests (inpatient or outpatient)
- Responsible for reviewing initial authorization requests, manual data entry as needed, and coordinating operational functions for utilization management decisions
- Analyze, review and investigate complicated claims
- As part of this process, communicate with staff at provider offices, approve services based on established guidelines, access electronic medical records, assist Nurse Coordinators with requests for more clinical information or research into available network provider options
- Receives and/or collects member information, performs detailed investigation of comprehensive member and clinical status information, and disseminates the information to responsible departmental parties
Health Alliance
Customer Solutions Representative
04.2015 - 07.2021
Job overview
- Responsible for accurately and completely documenting all communication regarding member activity in the electronic system concisely and clearly, based on standardized department guidelines
- Facilitates communication between myself, other departments, members, providers, provider offices and brokers to ensure that needs of members are met
- Worked closely with billing and claims to resolve member and provider concerns
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Assisted in training new Customer Solutions Representatives, sharing best practices for effective communication and problem-solving skills.
- Handled high-volume calls while maintaining professionalism and courtesy, contributing to a positive work environment.
- Collaborated with team members to optimize workflow processes, increasing productivity and enhancing customer experience.
Genpact LLC
Accounts Receivable Specialist
03.2013 - 11.2014
Job overview
- Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
- Ensured the accuracy of customer records in internal systems by updating contact information, payment terms, and other relevant data as needed.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Contributed to a positive work environment by working closely with colleagues across departments to ensure efficient information exchange and collaboration on financial matters.
- Accelerated financial close processes by ensuring accurate and timely accounts receivable entries.
- Enhanced accuracy in financial reporting by meticulously auditing accounts receivable ledgers and records.
Sygma Network
Lead Customer Service Specialist
09.1998 - 04.2001
Job overview
- Enhanced customer satisfaction by resolving complex issues and providing effective solutions.
- Addressed various internal and external customer questions and concerns regarding shipments, billing, status, services, carriers and product needs.
- Worked closely with other departments such as sales or marketing aligning company objectives towards enhancing customer experience.
- Championed process improvements to optimize workflow and reduce errors in customer interactions.
- Oversaw daily team activities, delegating tasks efficiently to ensure high productivity levels.
- Monitored individual performance metrics, identifying areas for improvement and providing constructive feedback.
- Managed escalated customer complaints, ensuring timely resolutions while maintaining professional rapport.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Implemented and developed customer service training processes.
Education
Westville High SchoolWestville, IL
High School Diploma
05-1987
Skills
- Effective verbal communication
- Attentive listening skills
- Prioritization and scheduling
- Detail-oriented focus
- Eagerness to learn
- Strategic issue resolution
- Compassionate communication
- Strong understanding of software tools
- Consistent patience in challenging situations
- Proficient in managing high-volume digital communications
- Self-directed work proficiency
- Collaborative team player
- Adaptability to change
- Experienced in data administration
- Experience with information systems
- High-volume data management
- Strong organizational skills
- Understanding of computer technology
- Digital literacy
- Experience with software tools and systems
- Experienced with Microsoft Office applications
- Proficient in Microsoft Word
- Adaptability to new systems
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementPersonal development programsWork from home optionHealthcare benefits401k matchCompany CultureTimeline
Utilization Management Prior Auth Specialist
Health Alliance
07.2021 - Current
Customer Solutions Representative
Health Alliance
04.2015 - 07.2021
Accounts Receivable Specialist
Genpact LLC
03.2013 - 11.2014
Lead Customer Service Specialist
Sygma Network
09.1998 - 04.2001
Westville High School
High School Diploma
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