Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaToya Thomas

Plaquemine

Summary

With over 20 years of customer service experience, honed skills in remote job roles and providing comprehensive client assistance. Remote Customer Service Representative, excelled in managing inbound and outbound calls and maintaining client records with precision. Seeking a Call Center Representative position to leverage extensive communication skills and in-depth knowledge of health plans for delivering exceptional service.

Overview

25
25
years of professional experience

Work History

Engagement Specialist

Carenet Health
08.2024 - 12.2024
  • Successfully retained high-value clients by implementing targeted action plans focused on re-engagement efforts tailored specifically to their needs.
  • Utilized electronic health record systems effectively managed and organized patient data securelyss.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Followed document protocols to safeguard confidentiality of patient records.

Health Advocate

Bloom Insurance
06.2023 - 05.2024
  • Facilitate health screenings by coordinating appointments with primary care providers and arranging necessary transportation services
  • Conduct over 75 daily outbound calls to educate and inform health plan customers on details including copayments, premiums, and pre-approval processes
  • Increased client trust through consistent support, advocacy, and proactive problem-solving during their healthcare journey.
  • Developed targeted wellness programs addressing specific health concerns, resulting in improved client outcomes and overall quality of life.

Remote Customer Service Representative

Sagility
11.2022 - 04.2023
  • Conducted comprehensive health assessments for clients through outbound calls, ensuring the accurate scheduling of necessary appointments
  • Documented client situations and updated personal information in the database to facilitate immediate assistance from case workers as required
  • Provided meticulous follow-up and record management post-call, maintaining detailed notes on client discussions and effectively addressing scheduling inquiries
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Guest Service Representative

Hyatt Hotels
09.2021 - 10.2022
  • Addressed guest inquiries, processed reservation bookings, and cancellations, ensuring a seamless customer experience
  • Provided detailed billing information, handled payment transactions, and updated guest profiles with current contact information
  • Administered loyalty program benefits, applying appropriate discounts to enhance guest satisfaction and encourage repeat business
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.

Customer Service Representative Member Advocate

Aetna, a CVS Health Company
08.2021 - 06.2022
  • Informed members about Medicaid benefits, plan details, and enhanced services, improving their understanding and experience
  • Reached out to members during the Dual Eligible Special Needs Plan (DSNP) grace period to guide them through Medicaid and LIS recertification processes
  • Provided assistance to members seeking resources for Medicaid application and recertification, facilitating continued access to benefits
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Verified patient insurance coverage and benefits for medical claims.
  • Increased client satisfaction by providing personalized insurance recommendations and comprehensive policy explanations.
  • Updated patient records with accurate, current insurance policy information.

Work From Home Customer Service Representative

STARTEK
06.2020 - 08.2021
  • Company Overview: Greenwood Village, CO
  • Provided customer support by handling inbound calls, addressing inquiries about Economic Impact Payments, and ensuring accurate dissemination of general information to taxpayers
  • Assisted callers with status updates and processing details of their Stimulus Payments, adhering to strict guidelines on information sharing
  • Executed protocol for transferring calls requiring detailed account access to specialized IRS agents, maintaining customer privacy and service efficiency
  • Greenwood Village, CO
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Plant Security Guard

Shintech
04.2012 - 02.2017
  • Company Overview: Plaquemine, LA
  • Conducted thorough security badge scans for employees to ensure secure access control at entry and exit points
  • Distributed respirators to truck drivers as part of safety compliance measures prior to plant entry
  • Maintained detailed logs of delivery and truck driver credentials and visitation details to uphold plant security protocols
  • Plaquemine, LA

Private Caregiver

Ms. Juanita
11.2002 - 03.2012
  • Provided comprehensive personal care, including assistance with dressing, bathing, and grooming, to support client's daily living needs
  • Managed medication schedules and ensured timely administration to maintain client health and wellness
  • Performed household tasks such as meal preparation, laundry, and light cleaning, contributing to a safe and organized living environment

Customer Service Representative

Westaff
03.2002 - 09.2002
  • Company Overview: Baton Rouge, LA
  • Provided comprehensive customer support by responding to inquiries and assisting clients with the completion of home loan applications via telephone
  • Accessed and navigated mortgage systems to retrieve and supply detailed loan application information, ensuring client confidentiality and personalized service
  • Baton Rouge, LA

Medical Records File Clerk

Baton Rouge Clinic
11.1999 - 12.2001
  • Company Overview: Baton Rouge, LA
  • Managed comprehensive filing and organization of patient charts post-consultation, ensuring accurate numerical order for efficient retrieval and continuity of care
  • Updated patient appointment schedules in the clinic's database, maintaining an up-to-date and accessible record system
  • Baton Rouge, LA

Education

Diploma -

White Castle High School
05.1999

Skills

  • Receptionist
  • Security
  • Customer Service
  • Communication Skills
  • Windows
  • Remote Access Software
  • Operating Systems
  • Microsoft Windows Server
  • Citrix
  • Search Engines
  • Customer Support
  • Hipaa
  • Salesforce
  • Typing
  • Microsoft Office
  • Guest Services
  • HIPAA Regulations
  • Communication
  • Empathy
  • Problem Solving
  • Health literacy
  • Customer assistance
  • Healthcare navigation
  • Data entry
  • Call center operations
  • Copay and premium expertise
  • Detailing plans
  • Multitasking Abilities
  • Chat specialist
  • Scheduling

Timeline

Engagement Specialist

Carenet Health
08.2024 - 12.2024

Health Advocate

Bloom Insurance
06.2023 - 05.2024

Remote Customer Service Representative

Sagility
11.2022 - 04.2023

Guest Service Representative

Hyatt Hotels
09.2021 - 10.2022

Customer Service Representative Member Advocate

Aetna, a CVS Health Company
08.2021 - 06.2022

Work From Home Customer Service Representative

STARTEK
06.2020 - 08.2021

Plant Security Guard

Shintech
04.2012 - 02.2017

Private Caregiver

Ms. Juanita
11.2002 - 03.2012

Customer Service Representative

Westaff
03.2002 - 09.2002

Medical Records File Clerk

Baton Rouge Clinic
11.1999 - 12.2001

Diploma -

White Castle High School

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LaToya Thomas