Desire Holley
Monroe
Summary
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
18
18
years of professional experience
Work History
Healthcare Customer Service Representative
Conduent
Remote
01.2023 - Current
- Scheduled appointments for patients using the electronic health system.
- Collected payments from patients.
- Provided exceptional support to healthcare customers, addressing inquiries and resolving issues efficiently.
- Maintained client confidentiality according to HIPPA regulations.
- Maintained accurate records of customer interactions using CRM systems, enhancing data integrity.
- Processed paperwork related to the medical claims processing including authorizations, referrals and pre-certifications.
- Calmly attempts to resolve and de-escalate any issues.
Employee Training Coordinator (Weekends Only)
Cracker Barrell Old Country Store
04.2008 - Current
- Developed and implemented training programs for new hires, enhancing onboarding experience.
- Facilitated workshops to improve employee performance and product knowledge across teams.
- Collaborated with management to identify training needs and align programs with company objectives.
- Evaluated training effectiveness through feedback and assessment tools, ensuring continuous improvement.
- Organized professional development opportunities for employees to promote career growth within the company.
Medical Assistant
Doctor's Wade Office
Monroe, LA
02.2020 - 12.2022
- Managed patient inquiries and appointment scheduling using electronic health record systems.
- Assisted in verifying insurance information and processing patient registration forms efficiently.
- Monitored incoming calls from patients, physicians, or other healthcare providers while providing timely responses.
- Handled customer service inquiries in person, via telephone and through email.
- Collected co-pays and other payments from patients at the time of service.
- Maintained confidentiality of patient records in HIPAA compliance with HIPAA regulations.
- Ensured accuracy of all data entered into the computer system.
- Resolved discrepancies between hospital systems and third-party payers.
Education
Associates - Medical Assistant
McCann School of Business & Technology
12-2019
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Claims processing
Timeline
Healthcare Customer Service Representative
Conduent
01.2023 - Current
Medical Assistant
Doctor's Wade Office
02.2020 - 12.2022
Employee Training Coordinator (Weekends Only)
Cracker Barrell Old Country Store
04.2008 - Current
Associates - Medical Assistant
McCann School of Business & Technology