Latoya Bagley
Durham
Summary
Customer-focused professional with over 10 years of experience in delivering exceptional service in fast-paced environments. Expertise in managing inquiries, resolving issues, and fostering positive relationships with clients and team members. Proficient in CRM systems and handling high call volumes, consistently achieving high customer satisfaction through effective communication and problem-solving. Dedicated to enhancing company image and surpassing performance targets.
Overview
19
19
years of professional experience
Work History
Customer Success Representative
EBSCO/Moultrie
Birmingham
06.2025 - Current
- Assisted customers in navigating product features and services offered by EBSCO/Moultrie.
- Responded to customer inquiries through phone, email, and chat support channels.
- Collaborated with team members to troubleshoot and resolve customer issues effectively.
- Managed customer accounts by monitoring usage levels, providing updates on new features or enhancements, and ensuring renewal deadlines are met.
Insurance Verification Specialist
Focus Care
Woburn
05.2024 - 06.2025
- Reviewed patient medication requests for prior authorization compliance.
- Communicated with insurance companies regarding patient eligibility and coverage.
- Educated patients on prior authorization procedures and requirements.
- Reviewed prior authorization requests to ensure accuracy and completeness of required information.
- Verified patient insurance coverage, including eligibility, benefits and authorizations for medical services.
Data Entry Specialist
TEKsystems
Newport
12.2023 - 05.2024
- Entered data accurately into company databases and systems.
- Reviewed and verified incoming data for consistency and accuracy.
- Utilized spreadsheet software to manage and analyze data sets.
- Entered large volumes of data quickly with a high degree of accuracy.
Customer Service Representative
C3 Connect
Austin
04.2020 - 12.2023
- Coordinated client care plans with healthcare providers and families.
- Conducted assessments to determine clients' needs and resources available.
- Assisted clients in understanding Medicaid eligibility and application processes.
- Link individuals to Medicaid services, such as medical, behavioral health, housing, employment, and transportation.
Insurance Verification Specialist
Greensboro Imaging
Greensboro
08.2019 - 04.2020
- Liaised between physician, site of service and billing department to obtain appropriate documentation.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Administrative Assistant
Duke Health System
Durham
06.2014 - 08.2019
- Managed schedules and appointments for senior management efficiently.
- Coordinated internal communications and facilitated team meetings effectively.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Referral Coordinator
Duke Health System
Durham
07.2008 - 06.2014
- Coordinate with primary care physicians, specialists, and other providers.
- Communicate referral details clearly to patients, including appointment information, and instructions.
- Track referral status, and follow up to ensure timely care and service completion.
- Document referral activities accurately in the electronic health record (EHR), or tracking system.
Radiology Scheduler
Duke Health System
Durham
12.2006 - 07.2008
- Scheduled patient appointments using electronic health record systems.
- Coordinated with radiology staff to optimize appointment availability.
- Communicated with patients regarding preparation and instructions for procedures.
- Assisted in maintaining organized records of scheduled appointments and cancellations.
- Verified insurance information and obtained preauthorization for procedures.
Education
High School Diploma -
Southern High School
Durham, NC06-2006
Skills
- Healthcare proficiency
- Effective communication
- Time management
- Data analysis
- Insurance knowledge
- Electronic health records
- Medical terminology
- Attention to detail
- Customer service
Accomplishments
- Employee of the Month – Duke Health System (2022)
Recognized for exceptional performance, teamwork, and dedication to patient and customer service excellence. - Outstanding Achievement in Customer Satisfaction – Duke Health System (2022)
Awarded for consistently exceeding patient satisfaction benchmarks and contributing to a positive service culture across departments.
Timeline
Customer Success Representative
EBSCO/Moultrie
06.2025 - Current
Insurance Verification Specialist
Focus Care
05.2024 - 06.2025
Data Entry Specialist
TEKsystems
12.2023 - 05.2024
Customer Service Representative
C3 Connect
04.2020 - 12.2023
Insurance Verification Specialist
Greensboro Imaging
08.2019 - 04.2020
Administrative Assistant
Duke Health System
06.2014 - 08.2019
Referral Coordinator
Duke Health System
07.2008 - 06.2014
Radiology Scheduler
Duke Health System
12.2006 - 07.2008
High School Diploma -
Southern High School
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