Latanya Hawk

Detail-oriented healthcare and client support professional with experience coordinating services, resolving complex issues, documenting processes, and supporting diverse client needs. Strong communicator with experience managing competing priorities, troubleshooting concerns, collaborating across teams, and maintaining accurate records. Passionate about healthcare technology, workflow improvement, and transitioning into Epic application support and healthcare IT.

Oncology Care Partner - Thyme Care - Remote

(2025-05 - 2026-03)

• Conducted comprehensive assessments of oncology patients' emotional, physical, and social well-being through inbound and outbound calls, documenting health updates such as new diagnoses and medication changes.
• Connected patients with essential support resources, including durable medical equipment, food programs, and financial resources
• Conducted detailed patient assessments and documented clinical and social updates to support care coordination and workflow continuity
• Managed time-sensitive requests while balancing multiple priorities in a fast-paced remote environment
• Maintained accurate documentation and communication using healthcare systems and secure messaging tools
• Supported workflow improvement and coordinated service delivery with internal and external stakeholders

Customer Support Specialist - Southwest Airlines - Houston, TX

(2019-03 - 2024-03)

• Investigated and resolved customer cases from initiation through resolution, maintaining accurate documentation.
• Analyzed recurring claim issues, identifying root causes to enhance process accuracy and reduce repeat concerns.
• Coordinated across departments to resolve escalated issues, ensuring timely communication.
• Trained and supported new team members on systems, documentation standards, and operational workflows.

Support Specialist - Emergency Housing Respite Program, Mental Health Association - Springfield, MA

(2015-11 - 2021-08)

• Maintained confidential documentation, financial records, and compliance files to ensure organizational integrity and adherence to standards.
• Coordinated effectively with state agencies, care teams, and service providers to meet and support client needs.
• Conducted real-time mental health assessments to identify risk factors including suicidal ideation, self-harm, and acute distress
• Trained and onboarded new team members across the organization, improving team readiness and consistency
• Assisted in medication distribution, ensuring adherence to health and safety compliance standards, and managed crisis situations with clear documentation and communication
• De-escalated high-risk situations through active listening, grounding techniques, and safety-focused communication
• Developed and implemented individualized care plans in collaboration with clients and care teams
• Supported scheduling and workforce coordination to ensure adequate coverage and efficient operations
• Assisted with timecard review and closeout, ensuring accuracy and compliance

Family Specialist / Case Worker - New England Farm Workers Council - Springfield, MA

(2017-10 - 2019-10)

• Assisted clients in obtaining necessary documentation for state insurance, housing programs, EBT, and public assistance, ensuring smooth application processes and eligibility compliance.
• Cross-functional collaboration
• Acted as a go-to resource for team members
• Coordinated follow-ups and appeals to address and resolve eligibility issues and application denials, improving client access to essential services.
• Conducted financial recovery and budgeting workshops, empowering program participants with essential financial management skills.
• Successfully supported clients in clearing rental histories, expunging court records, and restoring eligibility for housing placement.
• Connected clients to essential resources including childcare vouchers, employment support, and community-based assistance programs
• Provided trauma-informed support to individuals facing substance use and behavioral health challenges, promoting recovery and stability
• Led community outreach initiatives, including toy drives and holiday meal distributions, benefiting underserved families

Phlebotomy - Phlebotomy - Smithwood Medical (2024)

Pharmacy Technician - Pharmacy Technician - Holyoke Community College (2022)