Remote Patient Access & Billing Specialist

LATOYA TOWNES

Richardson 972-***-**** Email: ******.********@*****.***

Remote Patient Access & Billing Specialist

Revenue Cycle Management Multichannel CRM Proficiency Virtual De-escalation Highly accomplished and dependable professional with over a decade of experience delivering top-tier customer service and administrative excellence. Proven track record in high-volume call center environments and regional management, specializing in complex problem resolution, billing reconciliation, and client retention. Expert at navigating CRM systems and digital platforms to streamline operations and enhance the user experience. Now leveraging a deep background in multichannel communication and remote-ready technology to excel in a dedicated virtual environment where accuracy, empathy, and efficiency are paramount.

Extensive expertise in high-volume call center operations and virtual client support, developed through diverse roles ranging from telecommunications sales to dental service coordination.

Exceptional ability to manage complex financial inquiries, including billing discrepancies, payment processing, and account adjustments with 100% accuracy; advanced proficiency in navigating multiple software platforms simultaneously, ensuring seamless data entry and documentation in performance-driven environments.

Demonstrated success in de-escalating high-pressure situations by utilizing empathetic communication and tactical problem solving to maintain high satisfaction ratings.

AREAS OF EXPERTISE

Remote Communication CRM Administration Billing Reconciliation First-Call Resolution Inbound/Outbound Sales Client Retention Account Documentation KPI Management Conflict De-escalation Data Integrity Case Management Digital Correspondence Troubleshooting Cross-Functional Support Financial Data Entry SLA Compliance Process Optimization Multichannel Support

PROFESSIONAL EXPERIENCE

ASSISTANT COMMUNITY MANAGER Overture Plano – Plano, TX July 2023 – May 2026

Managed a high volume of digital and telephonic inquiries with a focus on providing immediate, accurate resolutions for a diverse resident base; served as the primary point of contact for dispute resolution, utilizing de-escalation techniques to turn negative interactions into long-term retention opportunities.

Audited and corrected complex billing discrepancies, ensuring all financial documentation remained compliant with internal standards. Executed precise financial processing, including the management of payments, fees, and account adjustments within proprietary management software; maintained meticulous digital records of all interactions and transactions. REGIONAL BUSINESS OFFICE MANAGER Villagio Senior Living – Carrollton, TX February 2020 – May 2023

Directed regional administrative support by managing centralized communications for billing, accounts, and payment options via phone and email; optimized database integrity by consistently updating customer records, case notes, and sensitive financial data with high attention to detail; monitored aging accounts and processed daily payments, maintaining a steady cash flow and providing clear financial reporting to senior leadership.

Exceeded regional KPIs by implementing efficient inquiry-handling workflows that significantly reduced repeat contact rates. Conducted deep-dive account research to identify and resolve systematic billing errors, successfully recovering outstanding balances. LEASING PROFESSIONAL BG Multifamily, Inc – Addison, TX October 2019 – October 2021 Orchestrated a high-performance outbound follow-up strategy to convert leads and meet aggressive monthly service and occupancy goals. Technical lead for resident portal support, assisting users with account access, online applications, and digital troubleshooting. Maintained 100% documentation accuracy for all customer interactions, providing a reliable audit trail for property service outcomes. Thrived in a fast-paced, target-driven environment, consistently hitting measurable goals for response times and service quality. CUSTOMER SERVICE REPRESENTATIVE Smile Brands, Inc – Plano, TX March 2015 – February 2018 Maintained peak performance in a high-volume call center, consistently meeting and exceeding rigorous inbound KPIs and service level agreements. Applied structured troubleshooting methods to resolve intricate dental billing and insurance service issues on the first contact. Leveraged CRM and ticketing systems to document patient interactions, ensuring every case was tracked from initiation to final resolution; achieved top-tier first-call resolution (FCR) scores by identifying root causes of patient concerns and delivering clear, actionable solutions.

EDUCATIONAL QUALIFICATIONS

GED Diploma Jacksonville, NC 1999

Contact this candidate