LATICIA BARNETTE

ade18m@r.postjobfree.com C: 803-***-**** Rock Hill, SC 29732

Summary

Efficient and detail oriented Patient Service Representatives with 15 plus years of experience working in a fast-paced call center. Extensive knowledge of medical record, benefits, and insurance and patient advocacy. Successful at helping patients through every step of the healthcare process. Committed to organization and efficiency.

Skills

Active Listening

Computer savvy

Conflict mediation

Technical assistance

Multitasking

Proactive problem solving

Experience

Businessolver Inc. Charlotte, NC • Helped patients understand care, coverage and payment

Patient Advocate responsibilities and rights

09/2019-06/2020 • Provided knowledgeable and compassionate service in response

to all types of patient questions and concerns.

• Accessed patient information through variety of office software

applications, maintaining strict confidentiality to remain compliant

with HIPAA regulations.

Castlight Health Inc. Charlotte, NC • Managed database of patient information and frequently used Benefits Support Specialist computerized systems to track details.

05/2019-10/2019 • Gathered and analyzed patient information to determine special

program eligibility.

• Provided knowledgeable and compassionate service in response

to all types of patient questions and concerns.

• Helped patients understand care, coverage and payment

responsibilities and rights.

Talent Bridge Charlotte, NC • Provided excellent service and attention to customers when face-

Benefit Verification Specialist to-face or through phone conversations.

11/2018-03/2019 • Answered 50 plus calls per day to answer customer questions.

• Called insurance carriers to verify patient benefits concerning any

missing information pertaining to prescription.

• Processed applications for uninsured and underinsured patients

assistance with medication.

AmerisourceBergen Fort Mill, SC • Worked closely with team members to deliver project

Patient Account Coordinator requirements, develop solutions and meet deadlines.

09/201*-**-**** • Handled inbound phone calls in a fast-paced call center

environment, providing guidance with completing applications and

paperwork as requested.

• Input and processed prescription claims and reimbursements for

patients and providers.

• Coached 3-5 peer groups on how to process complex claims,

respond to questions, and escalations as required.

• Recognized as Top Claims Producer, Excellent Customer Service

and Most Team Participation.

Aerotek Charlotte, NC • Handled inbound and outbound calls, performing a variety of loan Customer Service Account Specialist servicing tasks and verifying loan and documentation and credit

09/2011-11/2011 information.

• Updated financial information required by mortgage investors.

• Provided status updates to customers and resolved

documentation issues.

• Reviewed loss mitigation requests from borrowers for accuracy

and completeness.

Key Benefit Administrators • Assisted customers by answering questions, addressing concerns Senior Customer Service Rep. and providing current account information

12/2006-06/2009 • Handled inbound calls regarding benefits and billing for uninsured

members.

•Coached assigned employees on best service practices,

procedures, and techniques.

• Trained 4-5 peers and business partners on computer

applications, programs, and modules.

•Recognized for Excellent Customer Service and Outstanding

Team Player.

Cigna Healthcare Charlotte, NC •Assisted approximately 80 plus customers each day with inquiries

Customer Service Representative in reference to billing and account information.

12/2001-08/2006 • Exceeded call center performance metrics including Average

Handle Time, After Call Work, Quality and Scheduled Adherence.

•Asked probing questions to determine service needs and

accurately input information into electronic systems.

•Maintained calm, friendly demeanor with upset customers to

de-escalate stressful situations.

Education and Training

University of Phoenix Charlotte, NC

Bachelor of Science in Business Administration and Management

07/2012

The Art Institute of Charlotte Charlotte, NC

Associate of Science in Business

04/2000

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