Latisha Williams
Sacramento,CA
Summary
Customer service professional with 20+ years of experience across healthcare, call center, and administrative environments. Former Medical Records Director with expertise in HIPAA compliance, medical documentation, and workflow coordination. Strong communicator with proven problem-solving skills and a commitment to accurate service and team success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Medical Records Director
Asbury Park Nursing and Rehabilitation Center
Sacramento, CA
04.2019 - 07.2025
- Managed 130 patients in healthcare facility medical records compliance with healthcare regulations and standards.
- Supervised staff in record management and data entry tasks, improving overall compliance with regulatory standards.
- Developed training programs for new employees on record-keeping procedures, enhancing staff competency and adherence to protocols.
- Enforced state and federal legal requirements governing confidentiality and legal issues pertaining to health information.
- Established and upheld procedures for medical records collection, coding and filing.
- Coordinated audits of medical records, ensuring accuracy and completeness to uphold quality patient care documentation.
- Identified opportunities for improvement in processes related to medical records management.
- Explained policies, procedures and services to patients.
Health Advocate
UnitedHealth Group
Chico, CA
01.2017 - 01.2019
- Guided members in understanding benefits, claims, and provider services through 70+ daily calls, enhancing their healthcare navigation.
- Informed patients about healthcare options while resolving coverage and billing inquiries, improving their access to necessary services.
- Assisted clients in navigating insurance benefits and coverage options effectively.
- Resolved patient inquiries by providing timely information and guidance on services.
- Delivered empathetic and professional communication to enhance patient satisfaction.
- Supported patients' health needs through effective communication and advocacy, fostering a more patient-centered experience.
- Actively participated in Quality Improvement initiatives designed to improve overall patient satisfaction scores.
Customer Service Representative
Advanced Call Center Technologies
Carmichael, CA
03.2016 - 11.2016
- Achieved call quality metrics of at least 90% in fast-paced, team-oriented call center.
- Resolved customer complaints through effective communication and problem-solving skills.
- Supported customers with billing, fraud prevention, and account inquiries.
- Assisted customers with inquiries and provided product information.
- Conducted follow-up calls with customers post-resolution to ensure satisfaction and encourage feedback.
- Built rapport with customers to enhance loyalty and promote repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Processed orders and managed transactions using call center software systems.
Education
High School Diploma -
Winterstein Adult Education Center
Sacramento, CASkills
- EHR systems management
- HIPAA compliance
- Medical coding and certification
- Clinical documentation
- Healthcare support and administration
- Records management and oversight
- Document management strategies
- Health information systems
- Workflow optimization
- Patient advocacy and communication
- Compliance training and privacy regulations
- Problem resolution techniques
- Analytical evaluation skills
- Time management and task prioritization
- Cross-functional leadership
- Employee performance evaluation
- Communication skills development
- Strict confidentiality practices
- Microsoft Office proficiency (Outlook, Word, Excel)
- PPE usage protocols
- data entry accuracy and 10-key entry
- Cash handling expertise
- Call control and handling skills
- Technical troubleshooting abilities
- Quality assurance processes
Certification
• Indeed Assessments: Customer Service & Communication (Highly Proficient)
• ICD-10 coding
Personal Information
Work Permit: Authorized to work in the U.S.
Remote Work
Willing to work remotely
Timeline
Medical Records Director
Asbury Park Nursing and Rehabilitation Center
04.2019 - 07.2025
Health Advocate
UnitedHealth Group
01.2017 - 01.2019
Customer Service Representative
Advanced Call Center Technologies
03.2016 - 11.2016
High School Diploma -
Winterstein Adult Education Center