LATASHA HOCKADAY
Hampton
Summary
Claims analyst specializing in technical troubleshooting and CRM systems, dedicated to enhancing claims integrity and operational efficiency. Proven track record in resolving complex escalations and creating standardized playbooks that streamline cross-functional workflows while ensuring HIPAA compliance.
Overview
1
1
Certification
9
9
years of professional experience
Work History
CLAIMS SERVICES SPECIALIST (SME LEVEL 2)
Humana Insurance
Hampton
09.2023 - 04.2026
- Managed high-priority escalations by enforcing resolution standards, ensuring compliance and preserving member trust.
- Designed process improvements for claims workflows, enhancing resolution speed and defining clear escalation paths.
- Reworked complex claims for reprocessing, adhering to Medicaid guidelines with precision.
- Developed standardized troubleshooting playbooks to streamline diagnostics and facilitate faster hand-offs.
- Facilitated cross-functional reviews to ensure consistency in case closures across departments.
- Conducted thorough audits of case files to verify documentation accuracy and regulatory compliance.
TECHNICAL SUPPORT SPECIALIST
ADT Security
Hampton
06.2022 - 03.2024
- Coordinated multi-channel technical support via phone, email, and chat, ensuring comprehensive case documentation.
- Diagnosed and resolved hardware, software, and network configuration issues for residential security systems.
- Oversaw escalated cases, ensuring timely resolution of complex technical issues.
- Escalated complex technical cases to tier 2 engineering teams using structured diagnostics.
- Analyzed recurring technical issues and implemented improvements in troubleshooting processes.
CUSTOMER INTAKE SPECIALIST
CVS Health
Hampton
02.2020 - 05.2022
- Redesigned patient intake flow for integrated cross-department handoffs, improving care continuity.
- Implemented standardized intake checklists, streamlining patient onboarding and reducing rework and cycle time.
- Coordinated with pharmacy and billing teams to resolve intake discrepancies, reducing administrative follow-ups.
- Conducted regular audits of intake records, correcting errors and enhancing data quality.
- Assisted colleagues during surge periods by reallocating tasks, maintaining service levels and reducing backlog.
BILLING CUSTOMER REPRESENTATIVE
Asurion Insurance
Hampton
03.2017 - 01.2020
- Audited billing errors, identifying root causes and implementing corrective actions that minimized rework.
- Reviewed and reconciled account statements daily, catching discrepancies to prevent denials.
- Redesigned billing intake checklist, streamlining verification and ensuring compliance with billing processes.
- Assisted customers in clearly understanding insurance policies and coverage options, enhancing their decision-making.
- Collaborated with claims adjusters and IT to refine data fields, enhancing accuracy and enabling seamless handoffs.
Education
Bachelor of Science - Computer Science
Purdue Global University
Lafayette, IN01-2027
Associate of Applied Science - Human Services
John Tyler Community College
Chester, VA07-2017
High School Diploma -
George Wythe High School
Richmond, VA06-2010
Skills
- Claims processing
- Customer relationship management (CRM)
- Compliance auditing
- Security compliance measures
- Data analysis techniques
- Data reporting tools
- Advanced Microsoft Excel
- Workflow optimization
- System troubleshooting procedures
- Technical issue resolution
- Remote support techniques
- Identity verification processes
- User access management
Certification
- A+ CERTIFICATION
- LIFE, HEALTH & ANNUITIES LICENSE - Active
- COMMERCIAL DRIVER'S LICENSE - Active
Timeline
CLAIMS SERVICES SPECIALIST (SME LEVEL 2)
Humana Insurance
09.2023 - 04.2026
TECHNICAL SUPPORT SPECIALIST
ADT Security
06.2022 - 03.2024
CUSTOMER INTAKE SPECIALIST
CVS Health
02.2020 - 05.2022
BILLING CUSTOMER REPRESENTATIVE
Asurion Insurance
03.2017 - 01.2020
Bachelor of Science - Computer Science
Purdue Global University
Associate of Applied Science - Human Services
John Tyler Community College
High School Diploma -
George Wythe High School