Danielle Spatafore
Bridgeport,WV
Summary
Compassionate, detail-oriented, and highly accomplished customer service and healthcare support professional with 20+ years of experience serving individuals in high-stakes, confidential, and highly regulated environments, including 18 years of the Federal Service. Experienced in conducting detailed intake, researching and analyzing records, reviewing documentation, maintaining accurate case information, and communicating with individuals who may be navigating stressful or complex circumstances. Proven ability to handle sensitive information with discretion while consistently following regulations, privacy requirements, and established procedures. Recognized for exceptional accuracy, professionalism, problem-solving, active listening, and the ability to build trust with people from diverse backgrounds. Empathetic and genuinely passionate about helping others, I take pride in going above and beyond to ensure every person feels heard, supported, and never left without an answer. Highly self-directed and organized, with experience managing high-volume workloads. Driven to meet and exceed performance goals while maintaining the highest standards of accuracy, compassion, integrity, and service.
Overview
1
1
Certification
27
27
years of post-secondary education
26
26
years of professional experience
Work History
Remote Customer Service Advisor
CONDUENT
Lexington, KY
01.2021 - 12.2021
- Delivered remote customer service and technical support for a Fortune 500 client, achieving high first-call resolution rates in a high-volume call-center environment.
- Managed up to 100+ inbound customer calls daily by multitasking across systems, ensuring accurate documentation and timely resolution of customer interactions.
- Resolved product, service, and Tier I technical support issues by researching account information and following security protocols, consistently meeting quality standards.
- Utilized screen-sharing technology to troubleshoot technical issues and identify root causes, enhancing customer satisfaction and minimizing repeat calls.
- Maintained professionalism and confidentiality while handling sensitive information, consistently meeting call-center performance metrics and adapting quickly to changing priorities.
Centralized Scheduler
WVU MEDICINE
Morgantown, WV
09.2019 - 12.2020
- Coordinated patient scheduling and customer service support for seven OB/GYN clinics, enhancing appointment management across multiple providers.
- Managed patient appointments using Epic EMR, ensuring accurate records and facilitating smooth patient flow.
- Assessed patient concerns and initiated escalations or nurse triage.
- Protected sensitive patient information by maintaining strict compliance with HIPAA and privacy requirements, ensuring confidentiality and regulatory adherence.
Emergency Department Patient Registrar
FAIRMONT REGIONAL MEDICAL CENTER
Fairmont, WV
04.2019 - 09.2019
- Registered patients for emergency, laboratory, and radiology services, ensuring accurate demographic and insurance information entry in MediTech EMR to facilitate patient care.
- Verified insurance coverage, obtained authorizations, and processed pre-certifications, supporting timely and accurate claim processing for patient billing.
- Collected and documented copayments, deductibles, and patient-liability payments while maintaining compliance with hospital policies and financial procedures.
- Maintained strict confidentiality and HIPAA compliance while handling sensitive demographic, clinical, and financial information in a high-pressure environment.
Legal Instruments Examiner
FEDERAL BUREAU OF INVESTIGATION
Clarksburg, WV
03.1997 - 08.2015
- Reviewed and evaluated criminal history and background information for firearm and explosives permits, ensuring compliance with regulations and contributing to public safety.
- Conducted highly confidential federal background investigations by researching records and analyzing legal documents, while ensuring compliance with federal guidelines.
- Facilitated information exchange and case resolution by communicating with law enforcement and government agencies nationwide, thereby enhancing collaboration and case outcomes.
- Handled sensitive federal information with a Top Secret Security Clearance, demonstrating strict adherence to security protocols and maintaining trust in federal processes.
Co-Owner/Human Resource Manager
WILDMAN CONSTRUCTION, LLC
Worthington, WV
06.2007 - 02.2012
- Managed daily administrative, accounting, payroll, and customer-facing operations, ensuring regulatory compliance and smooth business processes.
- Coordinated employee schedules and project activities, facilitating timely project completion and optimal resource allocation.
- Processed weekly payroll and audited financial records, maintaining accurate documentation in QuickBooks and Excel.
- Created and maintained Excel spreadsheets with formulas and custom formatting to track financial and business information, supporting informed decision-making.
Major Case Call Center Representative
FEDERAL BUREAU OF INVESTIGATION
Clarksburg, WV
02.2006 - 12.2011
- Employed active listening and effective questioning to extract detailed information, enhancing quality of reports sent to FBI field offices.
- Delivered professional customer service and gathered information from nationwide callers reporting crime and counter-terrorism, ensuring accurate documentation for effective response.
- Maintained control of conversations and adhered to protocols, ensuring sensitive information was handled confidentially and efficiently.
- Partnered with management to troubleshoot issues and propose process improvements, consistently achieving call-quality and productivity standards.
Bank Teller / Customer Service Representative
FIRST EXCHANGE BANK
Mannington, WV
08.1995 - 08.1996
- Provided front-line customer service by processing deposits, withdrawals, and loan payments, ensuring confidentiality and accuracy in all transactions.
- Balanced cash drawer daily and maintained transaction records, ensuring accuracy and compliance with internal controls.
- Resolved customer account questions and service issues, reducing wait times and improving customer satisfaction.
- Opened and maintained new customer accounts, explaining banking products and connecting clients with specialists for additional services.
Education
Associate of Applied Science - Board of Governors
Pierpont Community And Technical College
Fairmont, WV 06.2011 - 05.2017
High school diploma - General Studies
North Marion High School
Farmington, WVSome College (No Degree) - Major: Regents Minor: Criminal Justice
Fairmont State University
Fairmont, WV 08.1996 - 05.2017
Some College (No Degree) - Human Anatomy and Physiology
Fairmont State University
Fairmont, WVSome College (No Degree) - Medical Terminology
Fairmont State University
Fairmont, WVSkills
- Insurance claims processing
- Record keeping
- Health insurance support
- Customer assistance
- Critical thinking
- Phone etiquette
- Case documentation
- Medical scheduling
- Regulatory compliance
- Office experience
- Compensation processing
- Data integrity assurance
- Administrative support
- Medical software
- Phone support
- Interpersonal skills
- Presentation software
- Editing
- Social listening
- Software troubleshooting
- Client rapport building
- Writing skills
- Financial recordkeeping
- Organizational skills
- Medical records
- Excel data analysis
- Front desk
- Technical Proficiency
- Financial records management
- Administrative experience within healthcare
- Research data analysis
- Tax return preparation
- Customer engagement
- General ledger data entry
- Transaction processing
- Recruitment support
- Texting/chatbox tools
- Healthcare administrative support
- Legal research
- Billing software
- Social media strategy
- Personal assistant experience
- Computer operation
- Data conversion
- Data input
- HIPAA
- Quality control
- Mediation
- Quality assurance
- 10-key typing
- Care documentation
- Retail sales
- Customer relations
- Sales
- Zoom
- Confidential information handling
- Insurance claim processing
- Human resources
- Mobile devices
- Data management
- Database systems
- Supervising experience
- Cross-functional collaboration
- Customer records maintenance
- Nursing
- Ethernet
- Practice management
- Insurance verification
- Medicaid regulations
- Front Office
- Debt collection phone call
- Collaborate with healthcare professionals
- Practice management
- Internal employee customer service
- Business Systems
- Hospitality
- Customer service
- Project coordination
- Clinical data entry
- Clinical documentation
- Accounts payable
- Network protocols
- Account management
- Administrative management
- Health insurance knowledge
- Empathy
- Clerical experience
- Communication skills
- Financial record maintenance
- Microsoft Word
- Adobe Acrobat
- Incident management
- Database searching for reference services
- Customer feedback
- Customer inquiries
- Negotiation
- Computer skills
- Patient assessment
- Coachability
- Live chat
- Windows
- Banking
- Math
- Sales outreach
- Attention to detail
- SaaS
- Sales support tools
- Client invoicing
- Documentation review
- Medical terminology
- Accurate transaction records management
- Customer surveys
- IOS
- Tax deadline management
- Telephony
- Video conferences (communication methods)
- Basic math
- Document management
- Client interaction
- Epic
- Tax experience
- Management
- Google Suite
- Working with people with disabilities
- Phone customer support
- Remote work experience
- Project management
- Patient care
- Microsoft Office
- Claims negotiation
- Substance abuse
- Health information regulatory compliance
- Task prioritization
- Parent collaboration
- Practice management software
- Time management
- Patient data collection
- Inventory management
- Follow-up communication
- Filing
- Analytics
- Word processing
- Customer service
- Healthcare privacy protection
- Proofreading
- Sales strategy
- AI
- Medical scheduling
- Intelligence Experience
- ADP
- POS
- Intake
- Case management
- Executive administrative support
- Cash management
- Tax return processing
- Internal recruiting
- Software support
- Product demos
- Medicaid health insurance
- Google Sheets
- HIPAA compliance
- CRM system proficiency
- Financial statement preparation
- Restaurant experience
- Empathy in service
- EMR
- Document management
- Escalation handling
- Microsoft Teams
- Business customer service
- Presentation skills
- Quality data entry
- Client interaction via phone calls
- CRM software
- Phone call management
- Teamwork
- Standard operating procedures (SOPs)
- Computer literacy
- Conflict de-escalation
- Google Docs
- Financial software
- Decision making
- Content creation
- Data integrity assurance
- Headcount forecasting
- Collaborative technology platforms
- Clinical information systems
- Gmail
- Spreadsheets
- Fraud prevention and detection
- Accounting support
- Cabling
- Microsoft Powerpoint
- Database software proficiency
- Auditing
- Utilizing background check services
- Office record organization
- Customer relationship building
- Healthcare customer service
- Recruiting
- Phone call screening
- VPN
- State tax
- Dental receptionist
- Delegation
- Multitasking
- Patient scheduling via phone
- Patient inquiries
- QuickBooks
- Analysis skills
- Standard Operating Procedures (SOPs) implementation
- Microsoft Excel
- Report writing
- Research
- Relationship management
- Phone etiquette
- Google Calendar
- Google Drive
- Driving
- Customer success strategy
- SharePoint
- Client relationship development
- Information management
- Typing 55 wpm
- Client rapport building
- Business operations
- Calendar management
- Patient data
- GAAP
- Tax report preparation
- Active listening and feedback
- Outpatient
- De-escalation techniques
- Productivity software
- Document viewing software
- Cash reconciliation
- Social work
- Serving clients
- Maintaining patient confidentiality
- Communication platforms
- Classroom experience
- Office phone management
- Human resources management
- Basic life support
- Secretarial
- Return processing
- Calendar management
- Legal drafting
- Financial auditing
- Typing
- Cash register
- Patient record management
- Client file management
- Data analysis skills
- Administrative experience
- Patient interaction
- In-person customer service
- GPS
- Video conferencing systems operation
- Video conferencing software
- Team motivation (leadership skill)
- Expense reports
- Employee Orientation
- Written communication
- Desktop applications
- General ledger accounting
- Journal entries
- Customer support
- Microsoft Outlook
- Database systems
- Process improvement
- Data sorting
- Account reconciliation
- Accounting
- Technical support
- Record keeping
- Machine learning
- TILA
- Data filtering
- Vital signs
- Customer support
- Physiology knowledge
- Customer information system software
- Working with individuals with substance use disorders
- Accounts receivable
- Handling patient inquiries
- Insurance service support
- Childcare support
- Remote service platforms
- Financial customer support
- Document analysis
- Process automation
- Grammar Experience
- Direct client contact
- Conflict management
- Cross-functional communication
- Customer inquiry handling
- Telephony
- Medical coding guidelines
- Data verification
- Fact checking
- English
- Customer outreach
- EMR systems
- Email support
- Outside sales
- Customer communication
- Incident Escalation
- MacOS
- Multi-line phone systems
- Sales support
- Schedule management
- Medical receptionist
- Call center software
- Remote troubleshooting
- Screen sharing
- EMR documentation
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Certification
Driver's License, February 2023 to February 2028, BLS Certification
Timeline
Remote Customer Service Advisor
CONDUENT
01.2021 - 12.2021
Centralized Scheduler
WVU MEDICINE
09.2019 - 12.2020
Emergency Department Patient Registrar
FAIRMONT REGIONAL MEDICAL CENTER
04.2019 - 09.2019
Associate of Applied Science - Board of Governors
Pierpont Community And Technical College
06.2011 - 05.2017
Co-Owner/Human Resource Manager
WILDMAN CONSTRUCTION, LLC
06.2007 - 02.2012
Major Case Call Center Representative
FEDERAL BUREAU OF INVESTIGATION
02.2006 - 12.2011
Legal Instruments Examiner
FEDERAL BUREAU OF INVESTIGATION
03.1997 - 08.2015
Some College (No Degree) - Major: Regents Minor: Criminal Justice
Fairmont State University
08.1996 - 05.2017
Bank Teller / Customer Service Representative
FIRST EXCHANGE BANK
08.1995 - 08.1996
High school diploma - General Studies
North Marion High School
Some College (No Degree) - Human Anatomy and Physiology
Fairmont State University
Some College (No Degree) - Medical Terminology
Fairmont State University