Danielle Nesmith
Hyde,NY
Summary
Results-driven customer service representative with 15+ years in public, private, and healthcare sectors. Drawing on 10+ years in law enforcement, I excel in high-pressure environments. Experienced in patient scheduling and support, with a strong knowledge of healthcare processes, I am known for my work ethic, attention to detail, and commitment to exceptional service, prioritizing patient satisfaction and excellence.
Overview
21
21
years of professional experience
Work History
Patient Support Specialist
Optum
05.2022 - Current
- Initially contracted through Aston Carter (May 2022 – September 2022), then hired directly by Optum.
- Managed high-volume scheduling and inquiries, achieving a 99% QA rating.
- Scheduled appointments for pediatrics, specialty doctors, and family medicine, focusing on pediatrics.
- Updated patient demographics with 100% accuracy.
- Applied physician scheduling guidelines to optimize efficiency.
- Directed patients to appropriate medical staff and resources.
- Processed prescription requests and relayed critical messages.
- Trained new schedulers on protocols, HIPAA compliance, and medical terminology communication.
Customer Service Representative
Manpower
03.2021 - 05.2022
- Supported COVID-19 vaccination efforts by scheduling appointments and providing accurate information to callers. Delivered empathetic customer service, maintaining professionalism in high-stress situations.
- Completed extensive training in Medicaid enrollment procedures, gaining proficiency in processing and policies.
Personal Assistant
Celine Vaisse
11.2015 - 03.2021
- Managed household operations, overseeing contractors for home projects and budgeting.
- Served as the first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Oversaw calendars and coordinated appointments for future events.
- Provided childcare and pet care.
- Managed approximately 30 incoming calls and emails per day.
Correction Officer
NYSDOCCS
02.2004 - 11.2014
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Maintained logbooks and reports with 100% accuracy and ensuring regulatory compliance.
- Thoroughly documented prisoner identification, charges, and inmate disturbance incidents.
- Trained and mentored correction officers, ensuring adherence to procedures and maintaining high-security standards.
- Trained in crisis communication and intervention, maintaining composure in high-pressure situations.
Education
Bachelor of Science - Applied Psychology
University of Phoenix
Phoenix, AZ11-2024
Associate of Science - General Studies
Dutchess Community College
Poughkeepsie, NY01.2022
Phlebotomy Certificate -
Dutchess Community College
Poughkeepsie, NY05-2021
Associate of Arts - Sciences Humanities And Social Sciences
Dutchess Community College
Poughkeepsie, NY05-2009
Skills
- Leadership & Collaboration
- Organization Skills
- Compassion & Patience
- Training & Development
- Human Resources Knowledge
- Technology Proficiency (Microsoft Office, NextGen, Epic)
Early Career Experience
- Medical Biller/Coder, Hi-Tech Receivables, 6/2001 – 1/2004
- Customer Service/Call Center Representative, Folia, 11/2000 – 6/2001
- Medical Biller, Children’s Physicians of Westchester, 9/1999 – 11/2000
Timeline
Patient Support Specialist
Optum
05.2022 - Current
Customer Service Representative
Manpower
03.2021 - 05.2022
Personal Assistant
Celine Vaisse
11.2015 - 03.2021
Correction Officer
NYSDOCCS
02.2004 - 11.2014
Bachelor of Science - Applied Psychology
University of Phoenix
Associate of Science - General Studies
Dutchess Community College
Phlebotomy Certificate -
Dutchess Community College
Associate of Arts - Sciences Humanities And Social Sciences
Dutchess Community College
Similar Profiles
Nowelle HoweNowelle Howe
Quality Specialist at OptumQuality Specialist at Optum
Rushik Reddy GangamRushik Reddy Gangam
Software Engineer - Remote at OptumSoftware Engineer - Remote at Optum
Arun ChoudharyArun Choudhary
Quality Analyst at OptumQuality Analyst at Optum
Adam DugginsAdam Duggins
Associate Director, Workforce Planning at OptumAssociate Director, Workforce Planning at Optum
JENNIFER DAVERSAJENNIFER DAVERSA
Payroll Clerk at Rondout Electric IncPayroll Clerk at Rondout Electric Inc