LATOYA EATON
Baltimore
Summary
Knowledgeable and dedicated customer service, healthcare professional with extensive professional experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients, Motivated to maintain customers, patients satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Detail-oriented with extensive medical services background and strong work ethic. Managed patient-related billing at large Healthcare entities.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
CareFirst BCBS
Owings
07.2024 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Processed returns and exchanges in accordance with company
- Handled high-volume call traffic while ensuring quality service standards.
- Trained new staff on customer service protocols and best practices.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Call Center Representative
Conifer Health
04.2021 - Current
- Prepared billing correspondence and maintained database to organize billing information.
- Entered patient billing data and verified clean claims for billing purposes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Medical Care Program Associate
Maryland Department of Health
05.2020 - 05.2021
- Successfully supported the operational productivity, patient satisfaction, and compliance goals for the department by providing administrative support to providers, with a focus on spearheading strategies to maintain an optimal patient flow
- Effectively perform research across patient accounts to provide accurate information regarding billing statements, provided clarity for charges, and communicated processes for resolution while maintaining optimal productivity standards.
- Managed records for all programs and kept meticulous notes in system regarding changes and plan alterations.
Patient Service Representative
University of Maryland
03.2019 - 05.2020
- Effectively managed the scheduling and insurance verification process referrals for various appointment types via EPIC Portfolio.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
Patient Access Representative
University of Maryland – Midtown Campus
02.2016 - 03.2019
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into Epic Portfolio.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
Senior Medical Secretary
Smart Pain Management
10.2013 - 01.2016
- Decreased wait times for patients, effectively prioritizing urgent cases and managing physician schedules accordingly.
- Acted as an advocate for patients seeking assistance with navigating complex health insurance requirements or obtaining medication prior authorizations.
- Facilitated patient flow in the clinic by coordinating appointments and preparing examination rooms with necessary equipment.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Education
Associate of Applied Science - Nursing
Ccbc
Catonsville, MD, MD 01.2023 - 09.2025
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Resolving issues
- Training experience
- Insurance Verification
- Patient Registration
- Payment Processing
- Pre-Admission Requests
- Referral Coordination
- Administrative and Office Support
- Punctual and Hardworking
- Call management
- Healthcare compliance
- Decision-making
- Appointment scheduling
- Medical billing
- Healthcare administration
- Patient interviewing skills
- Scheduling appointments
Timeline
Customer Service Representative
CareFirst BCBS
07.2024 - Current
Associate of Applied Science - Nursing
Ccbc
01.2023 - 09.2025
Call Center Representative
Conifer Health
04.2021 - Current
Medical Care Program Associate
Maryland Department of Health
05.2020 - 05.2021
Patient Service Representative
University of Maryland
03.2019 - 05.2020
Patient Access Representative
University of Maryland – Midtown Campus
02.2016 - 03.2019
Senior Medical Secretary
Smart Pain Management
10.2013 - 01.2016