Customer Service Manager
Resume:
Latoya Bell, MPA
************@*****.***
Master’s in Public Affairs Management, Master Certification in Healthcare Leadership & Bachelor’s in Criminal Justice :
offering over 12 years of experience distinguished by commended performance and proven results; eagerness to effectively utilize
civilian, military experience, and knowledge to contribute a high level of support to the organization profitability and competitive
advantages.
Demonstrated success in negotiating win-win compromises and providing unyielding support to entire organization and clientele; provide
exceptional customer service; establishing strong client relationships and business partnerships with professional communication skills
and out-of-the-box thinking. Self-starter with the ability to work independently, managing multiple assignments simultaneously or as a
team player with the ability to relate to diverse groups and/or individuals.
Professional Experience
South Georgia Medical Center Director of Enrollment Services March 2011 – December 2013
Valdosta, Georgia
• Directed and operated the Enrollment Department.
• Served as a liaison for enrollment issues between the various departments and outside agencies.
• Follow-up with the State Agency on all enrollment file discrepancies.
• Educate and coached staff on a regular basis about production standards. Provide support to team, management, operational and
strategic goals.
• Responsible for ensuring that the monthly eligibility files get loaded accurately and timely.
• Conducted, research, and documented intensive case reports at a state, federal, local government, and internal level.
• Managed and supervised a team of 15.
• Followed policies and procedures as it is outlined by the State of Georgia Department of Health Care Policy.
• Developed a strong business relationship with the community organizations, schools, and businesses.
• Assist other departments in understanding and complying with regulatory requirements. This includes researching regulations,
informing departments of regulations, and assisting in developing procedures to comply with regulations.
St. Anthony’s Hospital Assistant Manager of Quality Care and Coordination August 2004-March 2011
St. Petersburg, Florida
• Managed and directed The Performance Improvement Program.
• Documented complaints and provided complaint documentation to the review board.
• Facilitates the committees charged with organizational continuous quality improvement.
• Acted as the organization’s subject matter expert in performance improvement methods which provided training, consultation
and complex project facilitation.
• Responsible for the operations of the Care Management Department to include discharge planning and utilization review.
• Supervised, directed and planned the duties of the Social Worker and Care Managers.
• Stayed incompliance with the regulatory standards including Joint Commission, state licensure and CMS regulations.
• Participated and supported continuous survey readiness activities.
• Facilitates the monitoring and improvement of the hospitals clinical quality improvement efforts.
• Track all issues referred to the compliance department, investigate and act on matters related to compliance, including the
flexibility to design and coordinate internal investigations and any resulting corrective action with all departments.
Val Verde Medical Center Healthcare Office Manager February 2002- August 2004
Del Rio, Texas
• Gathered, analyze, collected and researched data; used intuition and experience to complement data.
• Identified and resolved problems in a timely manner.
• Created and developed alternative solutions for problem solving situations; used reason even when dealing with emotional topics.
• Manage critical deadlines and provided keen attention to detail.
• Knowledge of Medicare, Medicaid, private insurance, and HMOs.
• Verified payor sources and posted payments to various financial accounts through the organization financial system.
• Managed 25-50 employees; evaluated member’s performances in various health management implementations.
• Maintained customer satisfaction by monitoring productivity and performance indicators.
• Interviewed an assisted with new employee selection; provided mentoring for new employees.
• Provided coaching, counseling, and employee development.
• Ensured timely and accurate reporting to executive management and appropriate committee.
• Maintain cooperative and effective workplace relationships and adheres to company Code of Conduct.
• Provided information and problem solving resource for team members, physicians, hospitals, and other etc.
Collico Accounting & Bookkeeping Bookkeeper/Accounting December 2001-Feburary 2002
St. Petersburg, Florida (Seasonal)
• Keeping Financial Records Updated. Entail keeping records of every financial transaction of the business and reconcile the
accounts to make sure they balance every month.
• Accounts Receivable. Records and processes the accounts receivable of the company. This includes invoicing customers,
receiving payments that must be tracked and deposited, and initiating debt collection proceedings.
• Accounts Payable. Processes purchase orders and match them against supplier invoices, keeping track of vendor invoices as they
come in and preparing checks to be signed by you and pays them before they are due.
• Reconciliations. Balance the company's books every month. Analyzed the company deposits and withdrawals that went through
the bank and then reconciles them to make sure they match up with the company's bank accounts.
• Regularly check the account to ensure that it's in positive territory and to watch for any strange activity like fraud.
Knowledge, Skills & Abilities: Experience in the development and implementation of quality initiatives and improvements. Ability to
communicate and maintain good relationships with personnel, medical staff, administration and other departments. Ability to plan,
develop standards, analyze information, report and research results. Skilled in negotiation, conflict resolution, discretion and decision-
making to achieve organizational objectives.
Education and Professional Development
Park University 2014 Master Certificate Healthcare/Health Services Management and Leadership
Park University 2012 Master of Public Affairs Management
Park University 2009 Bachelor of Science Criminal Justice Administration
ABAC 2006 Peace Officer-Law Enforcement
Fort Jackson, SC Human Resource Management/Administration
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