LaShawnda Herbert
Baton Rouge
Summary
Dedicated Patient Coordinator excelling in patient communication, HIPAA compliance, and call center operations. Achieved a 95% satisfaction rating through effective issue resolution and workflow efficiency.
Overview
8
8
years of professional experience
Work History
Patient Coordinator/Call Center
One Oncology
Remote
02.2025 - Current
- Communicated with patients to provide essential information and support.
- Handling a high volume of incoming calls regarding appointments, billing, and medication
- Efficiently using Onco EMR, Cisco, Mosaiq and Navigating Care.
- Averaging a 95% or higher on daily metrics on patient satisfaction, call quality handle times and patient resolution
- Addressed patient inquiries and resolved issues to enhance the experience.
- Supported team initiatives to streamline operations and improve workflow efficiency.
- Answered incoming calls from patients, providers, and insurance companies in a courteous manner.
- Monitored compliance with HIPAA regulations regarding confidentiality of patient information.
Patient Navigator call center
Ochsner Cancer center
Remote
06.2022 - 02.2024
- Provide excellent patient service to all guests, patients, and family members.
- Handling a high volume of incoming calls regarding appointments, billing, and medication.
- Averaging a 95% or higher on daily metrics, handle times, and call quality.
- Creating tickets to accurately relay what the caller is inquiring about.
- Ensures all required forms are completed, and other paperwork/documents are gathered and accurate.
- Efficiently and accurately gathers and inputs patient/guarantor demographics and financial information; explains insurance benefits, and collects co-pays, deductibles, and self-pay portions due.
- Participated in training sessions to enhance knowledge of oncology practices and protocols.
- Managed electronic health records to ensure accurate patient information access.
Insurance CSR call center
National General Insurance Company
Hybrid
04.2018 - 09.2021
- Handling a high volume of incoming calls
- Facilitate updates and amendments to customers' insurance policies, including modifications to vehicle and driver information.
- Engage in direct correspondence with the Department of Motor Vehicles to submit required documentation.
- Identify and rectify inaccuracies in active insurance policies to ensure data integrity and customer satisfaction.
Education
Certificate - Cosmetology
Virginia College
Baton Rouge, LA08-2013
High School Diploma -
East Baton Rouge Accelerated Academy
Baton Rouge, LA08-2012
Skills
- Patient communication
- EMR management
- Appointment scheduling
- Insurance verification
- HIPAA compliance
- Customer relationship management
- cash handling
- Workflow efficiency
- Call center operations
- Conflict resolution
- Data entry accuracy
- Healthcare industry
- Proficient in Navigating Care
Timeline
Patient Coordinator/Call Center
One Oncology
02.2025 - Current
Patient Navigator call center
Ochsner Cancer center
06.2022 - 02.2024
Insurance CSR call center
National General Insurance Company
04.2018 - 09.2021
Certificate - Cosmetology
Virginia College
High School Diploma -
East Baton Rouge Accelerated Academy