Resume

1. LaTasha L. Thomas
1486 KnightsTrl
Stone Mountain,GA 30083 latashathomas12080@gmail.com Cell: 614-556-9928
Over 20 years of customer service experience with the last 10 of those years concentrated in the Worker
Compensation Health Management Field. Considered a subject matter expert in my division. Experienced
with Microsoft applications such as Word, Excel, Outlook and PowerPoint. Knowledge of multiple billing
systems workers comp including RX Claims & Restat. Well versed with HIPPA and URAC rules and
regulations.
Areas of Expertise
Customer Service Relations
Complaint Handling & Resolution
Customer Care Specialist
Customer Satisfaction Enhancement
Exceptional Communication Skills Teambuilding & Training
Public Relations
Professional Experience
Business Office Associate Carmax, Rosewell, GA▪ February, 2019 – Present
 Guide customers through paperwork associated with vehicle sales.
 Provide support for all departments.
 Always providing an “Iconic Experience” for all Carmax customers.
 Submit DMV packets to Georgia Department of Vehicle to register customers new vehicle purchased.
 Reconcile and balance store safe.
 Responsible for all incoming cash, checks, debit card and credit card transactions.
 Maintain patient privacy and confidentiality under the requirements of federal and state law, including
HIPPA.
Sr Bus Systems Specialist-UHG/OptumRX, Duluth, GA▪ March, 2017 – Present
 Work with internal and external clients, fellow business systems analyst, and programmer analyst to
assess the business needs and make recommendations.
 Assists data analysis, to provide recommendations in business process improvements.
 Utilize system interfaces, including writing and executing queries, to review business data, check
examples, and or update data when necessary.
 Prepare business requirements for projects for use in writing efficient software solutions.
 Solve organizational IT problems by analyzing requirements, researching client issues, facilitating
resolution issues, monitoring critical applications and projects, and executing delivery of quality
software.
 Create and execute test plans for delivery of quality software solutions.
 Provide documentation in accordance with department standards to users and other staff/ SDLC.
 Maintain patient privacy and confidentiality under the requirements of federal and state law, including
HIPPA, and in accordance with OptumRx policy.
Sr. Pharmacy Resolution Supervisor–UHG/OptumRX, Duluth, GA▪ March 2015 – March, 2017
 Supervised At Home Based agents to ensure they are maintaining productivity goals.
 Accountable for the daily/weekly/monthly activities of my team members.
 Responsible for providing complex adjustments as well as closed and denied authorization request.
 Processed Pharmacy and No Fault Auto claims

2. LaTasha L. Thomas
1486 KnightsTrl
Stone Mountain,GA 30083 latashathomas12080@gmail.com Cell: 614-556-9928
 Set priorities for the team to ensure task completion and performance goals are met, including but not
limited to Quality, Adherence, and Service Level
 Complied with guidelines set by the clients to ensure business needs were meet.
 Directed agents to the correct resources to ensure compliance on any updated policies and
procedures.
 Analyzed service level in CMS to report trends and patterns, making adjustments when needed.
 Human Resource experience recruiting, interviewing, hiring and termination process.
 Provided coaching and feedback to my team members, including formal correction action.
 Demonstrated problem solving techniques to aid in providing excellent customer service.
 Traveled for the company to assist with training classes.
Client Services III–Modern Medical/UHG/OptumRX, LewisCenter, OH▪ July 2011– March 2015
 Received incoming calls from clients, adjusters, lawyers and pharmacies reviewing adjudication issues
with Worker Compensation and No Fault Auto claims.
 Prescription processing per authorization from claim adjuster using multiple systems.
 Provided standardized, efficient and quality outbound calls to adjusters, patients, lawyers, pharmacies,
and doctor offices.
 Reviewed, researched and resolved issues regarding patient accounts.
 Follow rules and regulations pertaining to HIPPA and URAC.
Client Services II–Progressive Medical/UHG/OptumRX, Columbus, OH▪ Jan 2007– June 2011
 Received incoming calls from clients, adjusters, lawyers and pharmacies reviewing Working
Compensation claims.
 Prescription processing per authorization from claim adjusters using multiple systems, including
Information Exchange System (IFX) and Restat billing system.
 Provided standardized efficient, quality outbound calls to Liberty Mutual adjusters, patients, lawyers
and doctor offices.
 Reviewed, researched and resolved issues regarding patient accounts.
 Follow rules and regulations pertaining to HIPPA and URAC.
Research Specialist–Gap Inc., Grove City, OH▪ February 2005– December 2007
 Reviewed customer’s orders that were placed online.
 Researched billing information provided by the customers.
 Established whether order was legitimate or fraudulent.
 Informed customers if fraudulent findings were on their account.
 Resolved any issues the customer might have.
Data Entry Lead–UPS Mail Innovations, Groveport, OH▪ June 2003 – February 2005
 Supervised all employees on shift to ensure completion of duties.
 Received multiple orders for shipping.

3. LaTasha L. Thomas
1486 KnightsTrl
Stone Mountain,GA 30083 latashathomas12080@gmail.com Cell: 614-556-9928
 Responsible for completing each order guaranteed that each parcel was properly packaged and
shipped to the correct location.
 Confirmed client orders were shipped properly and in a timely manner.
 Trained all new employees.
Programming and Software Skills
Microsoft Visual Basic, HTML, Microsoft Office, Microsoft Windows, Microsoft Excel, Microsoft Access,
Powerpoint, CMS, Oracle, Trunet, Sequoia, Restat, Universe, VitalPoint, Oracle, SQL, Salesforce and
RXClaim
Education and Training
DeVry University Expected graduation date June 2018
Bachelor of Science in Business Admin with Concentration in Health Services Management
Fort Hayes Metropolitan High School Columbus, OH 1996 -1999
High School Graduate
Specialization in Data Processing.