Patient Care Customer Service
Resume:
Roshanda Lattimore
Charlotte, NC *****
***********@*******.***
Detail-oriented and experienced healthcare professional with 15+ years of experience in patient care, customer service, and leadership roles. Proficient in managing daily operations, supervising teams, and providing exceptional patient care. Possess a strong background in food service, nutrition, and hospitality. Skilled in computer networking, software troubleshooting, and project management. Committed to delivering high-quality care and exceeding customer expectations. Willing to relocate to: Charlotte, NC - Charlotte, NC Authorized to work in the US for any employer
Work Experience
PCA Personal Care Assistant
Tabono Care Services-Charlotte, NC
November 2023 to June 2024
• Provided personalized care and assistance to patients, ensuring their comfort and well-being
• Assisted with daily activities such as bathing, dressing, grooming, and medication management
• Maintained a clean and safe environment for patients by regularly sanitizing equipment and living areas
• Supported patients in mobility exercises, transfers, and ambulation to promote physical health
• Managed meal preparation according to dietary restrictions and assisted with feeding when necessary
• Documented patient observations accurately in medical records for reference by healthcare professionals
• Offered emotional support and companionship to patients during difficult times or periods of isolation
• Received positive feedback from XX% of patients regarding quality of care provided
• Attended training sessions on various medical conditions to enhance knowledge base
• Coordinated transportation arrangements for medical appointments or outings as needed
• Worked closely with families to address any concerns or questions about patient care
• Participated actively in interdisciplinary team meetings discussing patient progress
• Adhered strictly to HIPAA regulations regarding patient confidentiality
• Responded promptly during emergencies following established protocols
• Provided assistance with light housekeeping tasks to maintain a clean and organized living space
• Assisted patients in using assistive devices such as walkers or wheelchairs safely
• Supported patients in maintaining personal hygiene and grooming routines
• Attended to patient comfort needs by adjusting bedding, pillows, or room temperature as requested
• Received recognition for exceptional performance from supervisors on multiple occasions
• Contributed ideas that led to improved efficiency in daily operations resulting in a XX% reduction in response time
Claims Intake Specialist/ Prior Authorization Rep
Cohere Health-Remote
May 2023 to June 2023
• Gain a deep understanding of Cohere’s product and our health plan partners
• Provide daily operational direction to the intake staff. This includes interviewing new hires, training, coaching, mentoring, quality auditing, implementation and oversight of quality improvement plans identified based on trends and other process improvements
• Coordinates and provides day-to-day oversight of the intake staff
• Manage workload balancing needs of the intake team
• Assist in addressing case escalations and provider issues
• HR management to include performance evaluations, 1:1’s with the lead intake specialist and intake staff
• Other duties as assigned
Order Processing Specialist
Insource Performance Solutions-Charlotte, NC
March 2022 to May 2023
• Processing orders that have been received by phone or email, including arranging shipments, handling customer service issues, and updating records
• Tracking inventory levels to ensure that orders are filled accurately and efficiently
• Entering order details into computerized accounting systems to track costs and profits
• Communicating with customers about order status and shipping details as required
• Taking payment information over the phone or Internet from customers to process credit card transactions
• Answering questions about order status, shipment schedules, and product information to help resolve customer concerns
• Reviewing order forms to ensure that all required information has been provided
• Communicating with suppliers or manufacturers to obtain product information or status updates on orders
• Answering questions about products or services offered by a company to potential customers CSR - Customer Service Representative
Hire Dynamics-Charlotte, NC
November 2017 to November 2018
Set up networks and computers for business and residential customers. Installed and configured new devices and system components. Monitored company inventory to keep stock levels and databases updated. Maintained excellent attendance record, consistently arriving to work on time. Maintained energy and enthusiasm in fast-paced environment. Proved successful working within tight deadlines and fast-paced atmosphere. Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution
Managed team of 12 employees, overseeing hiring, training, and professional growth of employees
• Performed hardware and software troubleshooting, diagnosing and resolving technical issues for XX number of clients
• Installed, configured, and maintained computer systems, networks, printers, and other peripherals
• Collaborated with team members to develop efficient solutions for complex technical problems
• Provided excellent customer service by promptly responding to inquiries and resolving technical concerns
• Managed inventory of computer equipment and ensured availability of necessary supplies
• Implemented security measures such as antivirus software updates and firewall configurations to protect against cyber threats
• Assisted in the setup and maintenance of servers, including installation of operating systems and application software
• Conducted regular system backups to safeguard data integrity and facilitate disaster recovery procedures
• Upgraded hardware components such as RAM modules or hard drives to improve system performance
• Configured network settings including IP addresses, DNS servers, routers, switches, etc
• Collaborated with vendors to procure necessary hardware or software at competitive prices while maintaining quality standards
• Documented all repairs performed on computers or related devices for future reference purposes
• Provided training sessions to end-users on basic computer operations or specific applications/software usage
• Maintained accurate records of all service requests received along with their resolution status Food and Nutrition Supervisor
Select Staffing Solutions-Charlotte, NC
January 2014 to August 2014
Established and monitored staff schedules, made assignment sheets and monitored menus. Assisted on tray line and prepared trays according to prescribed diets and patron requests. Maintained food at proper operating temperatures, trained team in food safety and documented required temperatures.
Completed food and physical safety audits to verify health and well-being of staff members and patrons. Assisted patients clients with mean plan development, addressing individualized dietary requirements. Coached 12 or more individuals on methods for managing chronic diseases with effective dietary plans. Completed detailed nutritional assessments of each patient based on health history, medical conditions and energy requirements.
• Managing daily foodservice operations.
• Interviewing, recruiting, training, and firing staff.
• Interacting with customers to ensure their satisfaction.
• Organizing staff working schedules.
• Offering nutritional consulting to customers.
• Carrying out inventory management.
• Establishing a budget and working within its confines.
• Purchasing supplies and equipment for operations.
• Designing standards and procedures for food preparation.
• Developing client-specific dietary programs and diverse eating options.
• Ensuring safe storage and preparation of food.
• Supervised a team of XX patient services representatives, providing guidance and support to ensure efficient and high-quality service delivery
• Implemented new training program for patient services representatives, resulting in an XX% increase in customer satisfaction scores
• Developed and maintained departmental policies and procedures to ensure compliance with regulatory standards
• Managed scheduling and staffing needs to optimize coverage and maintain excellent service levels
• Collaborated with other departments to streamline processes, improving overall efficiency by XX%
• Monitored key performance indicators (KPIs) such as call volume, wait times, and resolution rates to identify areas for improvement
• Conducted regular performance evaluations for team members, providing constructive feedback and identifying opportunities for growth
• Led weekly team meetings to communicate updates, share best practices, and address any challenges or concerns
• Implemented quality assurance measures to monitor the accuracy of patient information entered into the system
• Developed strong relationships with patients through effective communication skills and empathetic interactions
• Resolved escalated customer complaints promptly and effectively, ensuring customer satisfaction was maintained at all times
• Collaborated with IT department on system enhancements or upgrades related to patient services operations
Customer Service Representative
Convergys-Hickory, NC
May 2013 to January 2014
Responded to customer requests for products, services and company information. Communicated with vendors regarding backorder availability, future inventory and special orders. Offered advice and assistance to customers, paying attention to special needs or wants. Cultivated customer loyalty, promoted repeat business and improved sales. Evaluated account and service histories to identify trends, using data to mitigate future issues. Leveraged sales expertise to promote products and capitalized on upsell opportunities. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Processed 25 to 30 invoices each weeks and mailed documentation to clients Patient Services Manager
Morrison Healthcare Food Services-Charlotte, NC
November 2006 to April 2013
Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff. Discussed medical histories with patients in effort to provide most effective medical advice. Direct day-to-day administrative and operational functions for 260-bed facility, providing guidance and leadership to over 12 employees across more than 3 departments. Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility. Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Organized and facilitated 2 to 3 department head meetings weekly, discussing current census, admissions and discharges and residents'
Medicaid applications
• Managing daily foodservice operations.
• Interviewing, recruiting, training, and firing staff.
• Interacting with customers to ensure their satisfaction.
• Organizing staff working schedules.
• Offering nutritional consulting to customers.
• Carrying out inventory management.
• Establishing a budget and working within its confines.
• Purchasing supplies and equipment for operations.
• Designing standards and procedures for food preparation.
• Developing client-specific dietary programs and diverse eating options.
• Ensuring safe storage and preparation of food.
Education
Associate's degree in clinical nutrition
Gaston College - Dallas, NC
May 2007 to June 2009
Certificate of completion in Cosmetology
Carolina Beauty College - Charlotte, NC
August 2005 to June 2006
High School Diploma
West Mecklenburg High School - Charlotte, NC
August 1999 to June 2003
Skills
• Cash handling
• Network support
• Merchandising
• Cooking
• Clerical experience
• SKILLS Configuring equipment Sales expertise Educating customers Complaint resolution System Repair Timesheet processing Troubleshooting systems Scheduling Conflict Resolution Filing Report preparation Event Planning
• Operating Systems
• Software troubleshooting
• Restaurant experience
• Clerical experience
• Assembly
• Payroll
• ATS
• Retail sales
• Medical imaging
• DHCP
• Warehouse distribution
• Sales
• Manufacturing
• Negotiation
• Telecommunication
• Troubleshooting
• Microsoft Windows
• Conflict management
• Climbing
• Desktop Support
• Guest services
• Help desk
• Inside sales
• Process Improvement
• Quality Assurance
• Microsoft Powerpoint
• WAN
• Analysis skills
• Active Directory
• Sourcing
• Cash handling
• Supervising Experience
• Climbing
• Warehouse management system
• Project management
• DNS
• Microsoft Windows Server
• Quality assurance
• Databases
• Google Suite
• WAN
• Financial services
• Merchandising
• Microsoft Access
• System Administration
• Warehouse experience
• Project Management
• LAN
• Food Safety
• Help Desk
• Cleaning
• Guest Relations Experience
• EDI
• Logistics
• Typing (10+ years)
• Microsoft Exchange
• Forklift
• Customer service
• Accounts receivable
• DNS
• Team Management
• Microsoft Windows Server
• Programmable logic controllers
• SharePoint
• Negotiation
• Restaurant experience
• Technical support
• Management
• Active Directory
• Manufacturing
• Hotel experience
• Guest relations
• Security
• Cash register
• LAN
• Service-oriented architecture
• Dispatching
• Spanish
• Desktop support
• Remote access software
• CRM software
• Recruiting
• Microsoft Access
• Banking
• Office management (10+ years)
• Forklift
• Meeting Facilitation
• Windows
• Team management
• Telecommunication
• Databases
• Computer Networking
• Technical Support
• Recruiting
• Network Support
• System administration
• Analysis skills
• Personal injury law
• Account management
• Hospitality
• Computer networking
• Operating systems
• DHCP
• Planograms
• Outside sales
• Supervising experience
• QuickBooks
• Order fulfillment
• Leadership
• Scripting
• Microsoft Exchange
Certifications and Licenses
Food Handler Certification
Pallet Jack Certification
Additional Information
Years of experience implementing excellent customer service throughout my career. I love knowing im bring an added layer of confidence passion and just simple balance I every aspect needed within all opportunities.
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