LaToya McGee
Durham
Summary
Self-motivated, reliable, results-driven professional with extensive experience in the healthcare industry. Demonstrates excellent customer service skills and work ethics. Proactive, make sound decisions, and detail oriented. Meet and often exceed performance goals.
Experienced with patient registration, insurance verification, and managing patient inquiries. Uses effective communication to ensure seamless patient interactions and adherence to healthcare protocols. Track record of enhancing patient satisfaction through efficient and compassionate service.
Overview
15
15
years of professional experience
Work History
Patient Access Specialist II (DHAS Imaging)
Duke University Hospital
02.2023 - Current
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Transcribe Imaging orders
- Collected and validated patient demographics and insurance information.
Access Specialist I (DHAS Imaging)
Duke University Hospital
01.2021 - Current
- Coordinate patient scheduling across multiple clinics, departments, and physicians utilizing multiple applications and programs. Collect and verify insurance information and register new patients.
- Key contributions:
- Effectively listen and identify the needs of caller to ensure proper scheduling.
- Obtain all pertinent information and adequately note patient accounts using medical terminology for clinical staff.
Patient Account Specialist
Thomas Eye Group
01.2018 - 01.2021
- Manage several tasks related to patient accounts for one of the leading Ophthalmology practices in Atlanta. Day to day responsibilities include direct contact with patients via telephone answering billing questions, collecting payments for processing, assisting with requests for repayment structures, negotiating overdue balances, and explaining insurance benefits.
- Key contributions:
- Contacted hundreds of customers monthly via telephone to collect on delinquent accounts
- Recovered a large portion of debt from assigned delinquent accounts
- Recognized by superiors for consistently reducing delinquencies and for maximizing recovery
- Assisted Supervisor with new hire training during nesting period
Collections Specialist
Community Loans of America
01.2016 - 01.2018
- Answered and handled 200+ inbound and outbound telephone calls daily in a fast-paced work environment. Responded to member inquiries regarding account status and offered payment options to delinquent loan accountholders. Effectively negotiated and followed up with members to expedite the recovery process.
- Key contributions:
- Collected $8,000+ monthly, reducing delinquencies on assigned accounts
Collection Representative
North South Management
01.2014 - 01.2016
- Collected delinquent payments for local and international loan agencies/payday loans. Analyzed customers’ ability to pay and acted accordingly. Maintained great customer relationships by building rapport and displaying great customer service
- Key contributions:
- Met and exceeded monthly collection goals of $7,500 monthly
- Averaged between 150-200 inbound and outbound calls daily
Shift Leader
Debbie’s Staffing
01.2011 - 01.2013
- Provided direct supervision to team members. Delegated tasks, managed team schedules, led shift meetings, monitored attendance, time off requests, and call-outs and trained new hires. Completed employee time cards.
- Key contributions:
- Streamlined the shift change processes to ensure smooth transition between shifts. Also, provided team with excellent leadership by being approachable, communicating effectively, and being a team player.
Education
High School Diploma -
Statesville High School
Statesville, NC06-1995
Skills
- Account Management
- Professional Verbal & Written Skills
- Collections & Payment Posting
- Strong Organizational Skills
- Microsoft Office Proficiency
- Schedule Coordination & Task Allocation
- Problem Solving & Analyzing data
- Prioritizing/Time Management
- Conflict Resolution
- New Member Training
- Medical terminology
- HIPAA compliance
Timeline
Patient Access Specialist II (DHAS Imaging)
Duke University Hospital
02.2023 - Current
Access Specialist I (DHAS Imaging)
Duke University Hospital
01.2021 - Current
Patient Account Specialist
Thomas Eye Group
01.2018 - 01.2021
Collections Specialist
Community Loans of America
01.2016 - 01.2018
Collection Representative
North South Management
01.2014 - 01.2016
Shift Leader
Debbie’s Staffing
01.2011 - 01.2013
High School Diploma -
Statesville High School
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