LaTaunya Washington understands the customer experience well- because she’s been there. She knows what it’s like to receive home health care and rely on timely medical supplies. That unique empathy is the foundation of her work as a Customer Documentation Supervisor at Home Care Delivered. Every day, her values and experiences drive her to help customers live with confidence and dignity.
Customer Documentation Supervisor
Why Home Care Delivered?
LaTaunya has over two decades of experience working in healthcare management. She’s spent most of her career working for Centers for Medicare and Medicaid (CMS) and for private health insurance companies. But in 2013, tragedy struck. She suffered a major medical issue that landed her in the hospital for two months with months of recovery after that. It had a profound impact on her. “I sat where our patients sit now,” she shares. “I was the one receiving supplies. A phenomenal team of doctors, nurses, and caregivers were responsible for my care, including people in similar roles to our HCD teammates. I owe my life to them.”
“It’s important to me that our patients get the same kind of transformative care that I received.”
After that event, LaTaunya wanted a change. She wanted a position in healthcare that would allow her to make more of a positive impact on customers and her coworkers. She wanted something more personal. That’s when she discovered Home Care Delivered. “I wanted to work with people who were good stewards–making an impact with customers. I could do that at HCD.” She joined the HCD family in 2018.
What’s your role like?
As Customer Documentation Supervisor, LaTaunya leads a team that is responsible for handling the medical documentation that is required to ship supplies to customers. Most insurance plans require certain paperwork to be collected and completed for customers to receive supplies, which are covered by the plan. This process can be complex and confusing. That means leaders like LaTaunya are essential to making sure this process is completed accurately and quickly.
“As Customer Documentation Supervisor, I lead a team that is responsible for taking care of documentation from doctors that is needed to ship supplies for customers,” LaTaunya shares. Most insurance plans require certain paperwork to be collected and completed in order for customers to receive supplies. This process can be complex and confusing. That means leaders like LaTaunya are essential to making sure this process is completed accurately and quickly.
“We do all the complicated work so our customers don’t have to.”
LaTaunya’s team calls doctors to get necessary paperwork such as authorizations and prescriptions. They make sure customers’ insurance companies are provided with accurate, up-to-date documentation so that claims can be processed and orders can be shipped. Without teammates like LaTaunya, customers don’t get their supplies.
What do you like most about HCD?
“I love the culture and the people I work with.” LaTaunya loves the people she supervises, but she also loves the people who lead her. “At HCD, there are so many people that I admire and that I learn from.”
“Every day is so different. Every day I can make a positive impact.”
What’s your favorite part of your job?
LaTaunya loves people, so that’s her favorite part of being a manager. “I love to coach and encourage. I’m a diagnostic thinker and I strive to find more efficient ways of doing things.” She’s also a natural leader–inspiring her associates and always leading by example. Her experience in 2013 directly impacts how she leads. She remembers the ones who helped her during her time of need, and now she wants to help others. As a leader, she gets to serve her associates every day. “We’re responsible for the world and those who live in it.”
LaTaunya loves people, so that’s her favorite part of being a manager. “Encouraging others and finding better ways to do things. That’s what I love.” She’s a natural leader–inspiring her associates and always leading by example. Her experience in 2013 directly impacts how she leads. She remembers the ones who helped her during her time of need, and now she wants to help others. As a leader, she gets to serve her associates every day. “We’re responsible for the world and those who live in it.”
“It’s rewarding to me to be able to serve.”
What do you like to do when you’re not working?
LaTaunya’s empathy and love for people informs her hobbies as well as her job. She loves spending time with her beautiful daughter, Sierra and her sweet granddaughter Marlo. “I also love to travel,” she shares, “because I love people.” Most recently, she visited the Dominican Republic, but her favorite place in the world is the Outer Banks. Everywhere she goes, she embraces people. “When I travel, I like to study and interact with people,” she shares. “I love people. I love that we’re all different, designed differently. I love to see what makes you you and appreciating that.”
What do you wish more customers knew?
“I would like for our customers to know that we are grateful for the opportunity to serve them, and that we will continue to take a customer-centered compassionate approach to successfully satisfying their needs.”
At HCD, we’re always seeking inspiring team members like LaTaunya. If you’re interested in joining our team, look out for job openings here.