Latasha Johnson
High Point
Summary
Results-driven Team Lead with over 14 years of experience in customer service and operations management across the healthcare and insurance sectors. Skilled in performance analysis, administrative support, and cross-functional collaboration. Adept at coaching teams, driving KPIs, and optimizing processes. Proficient in Microsoft Office and known for attention to detail and problem-solving capabilities. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
10
10
years of professional experience
Work History
Team Lead / Acting Operations Manager
Everise
Greensboro
05.2024 - Current
- Oversee critical operations including HR, training, audits, and system productivity.
- Spearheaded the launch of Everise’s largest client, Centene Ambetter Health Insurance.
- Lead a team of 28, providing coaching and performance development.
- Ensure KPI achievement, client satisfaction, and compliance.
- Collaborate with department heads on strategic improvements and action plans.
- Conduct daily business process audits (payroll, billing, attendance).
- Represent leadership in client meetings and cross-functional initiatives.
Specialty Benefits Representative
United Healthcare
Greensboro
12.2021 - 05.2024
- Managed high-volume calls regarding dental, healthcare, and vision benefits.
- Interpreted dental codes and explained coverage, history, and cost estimates.
- Resolved provider concerns, including claim adjustments and reissues.
- Handled Medicaid, Medicare, and commercial authorizations.
- Ensured compliance with state and federal healthcare regulations.
- Maintained thorough documentation and follow-up on member inquiries.
Member Advocate
Aetna
Greensboro
09.2019 - 08.2021
- Provided comprehensive support to members regarding benefits, claims, and billing.
- Assisted with provider connections and emotional support services.
- Collaborated with clinical teams and pharmacies to address member needs.
- Delivered proactive solutions and guided members through care navigation.
Accounting Receptionist
Kindred Hospital
Greensboro
11.2016 - 09.2019
- Entered patient data into EMR and managed insurance payment posting.
- Processed admissions paperwork and ensured corporate compliance.
- Coordinated with supervisors and CFO on billing and reporting tasks.
Temporary Associate
Quadrant Inc.
Alexandria
08.2015 - 09.2016
- Managed patient check-ins, co-payments, and appointment scheduling.
- Verified insurance and prepared daily workflow packets.
- Scheduled for five providers to ensure smooth clinic operations.
Family Investment Specialist
Department of Social Services
Annapolis
01.2015 - 08.2015
- Conducted digital intake assessments and explained benefit eligibility.
- Managed calls and distributed required documents for new clients.
- Processed applications and maintained accurate digital records.
Education
B.S. - Business Management
University of North Carolina at Greensboro
Greensboro, NC12-2026
Skills
- Microsoft Office
- KPI Analysis
- Leadership
- Process Improvement
- Health Insurance
- Customer Service
- Document Analysis
- Administrative Support
- Training & Development
- Team Management
- Data Entry
- Conflict Resolution
- Performance Metrics
- Detail-Oriented
- Problem Solving
- Clerical Writing
- Team building
- Employee training
- Data analysis
- Client relationship management
- Effective communication
- Problem solving
- Process improvement
- Production monitoring
- Performance monitoring
- Risk management
Timeline
Team Lead / Acting Operations Manager
Everise
05.2024 - Current
Specialty Benefits Representative
United Healthcare
12.2021 - 05.2024
Member Advocate
Aetna
09.2019 - 08.2021
Accounting Receptionist
Kindred Hospital
11.2016 - 09.2019
Temporary Associate
Quadrant Inc.
08.2015 - 09.2016
Family Investment Specialist
Department of Social Services
01.2015 - 08.2015
B.S. - Business Management
University of North Carolina at Greensboro