Luther Boswell
Providence,Rhode Island
Summary
Dedicated professional with extensive experience in healthcare services support, customer service operations, and patient coordination within dynamic environments. Proven ability to manage high-volume communications across various channels, including phone, email, and electronic documentation systems, while ensuring compliance with HIPAA regulations. Skilled in assisting patients and staff with appointment scheduling, transportation coordination, and navigating healthcare services while maintaining meticulous documentation and operational records. Strong communicator adept at fostering collaboration among multidisciplinary teams to enhance service delivery and improve patient outcomes.
Overview
4
4
years of professional experience
Work History
Customer Care Representative (CCR)
MTM Health
Saint Louis(Remote)
03.2025 - Current
- Manage Approximately 80-90 inbound and outbound calls assisting members with non-emergency medical transportation scheduling and support.
- Schedule, modify, and cancel transportation reservations while ensuring compliance with healthcare program guidelines.
- Provide patient-centered support by addressing questions regarding appointments, eligibility, service issues, and trip logistics.
- Accurately document member interactions, trip updates, and service concerns in electronic systems.
- Verify member information and confirm appointment details to ensure transportation coordination aligns with medical appointments.
- Communicate with healthcare providers, transportation vendors, and internal departments to resolve scheduling issues and service delays.
- Maintain professional, empathetic communication when assisting members navigating healthcare services and medical appointments.
- Escalate complex service concerns according to established protocols to ensure timely patient support.
Application Specialist
NeuroRestorative / Sevita
Boston
03.2022 - 04.2025
- Provided application and systems support within a healthcare services environment, assisting staff and users with navigating internal software platforms and documentation systems.
- Supported end users with troubleshooting system access, workflow issues, and general application functionality across healthcare service platforms.
- Assisted staff with electronic documentation systems, scheduling platforms, and internal service management applications.
- Maintained accurate documentation of system issues, service requests, and user support activities in accordance with organizational policies and HIPAA guidelines.
- Collaborated with operational and clinical teams to ensure applications supported service delivery and workflow efficiency.
- Assisted with onboarding staff by providing guidance on system navigation, documentation procedures, and application usage.
- Monitored system usage and reported technical issues to appropriate support teams to ensure timely resolution.
- Provided user support related to data entry, patient documentation, appointment coordination, and internal service tracking systems.
- Participated in process improvement efforts by identifying opportunities to improve system workflows and user experience.
Education
Bachelor of Science - Computer Science
Colorado State University Global
Denver, CO02-2027
Skills
- Electronic Health Records (EHR) systems exposure (Epic environment familiarity)
- Customer service call handling systems
- Data entry and documentation systems
- Ticketing / issue tracking workflows
- Remote communication tools and multi-channel support platforms
- Healthcare scheduling and patient coordination systems
- Microsoft Office (Word, Excel, Outlook, Teams)
Timeline
Customer Care Representative (CCR)
MTM Health
03.2025 - Current
Application Specialist
NeuroRestorative / Sevita
03.2022 - 04.2025
Bachelor of Science - Computer Science
Colorado State University Global