Danique Waters
Greenville,NC
Summary
Experienced and compassionate customer service professional with a strong background in high-volume call center environments within healthcare and pharmacy services. Proven ability to handle patient inquiries with empathy, resolve complex insurance and medication issues, and ensure timely care coordination. Skilled in using CRM systems (Salesforce and TruCare) to document interactions in real time and support seamless patient experiences. Adept at simplifying healthcare benefits and promoting medication adherence through clear communication and patient education.
Overview
5
5
years of professional experience
Work History
Patient Care Coordinator
TEKsystems (Contract position)
Phoenix, Arizona
12.2024 - 03.2025
- Handled 70+ inbound and outbound calls daily to schedule wellness visits, coordinate care, and address preventive service gaps for Medicare patients.
- Used TruCare and internal CRM systems to document all patient interactions in real time and ensure follow-up actions were accurately tracked.
- Provided empathetic guidance to patients regarding mail-order prescriptions, insurance deductibles, and medication adherence strategies.
Customer Care Specialist
Medical Guardian
Philadelphia, Pennsylvania
01.2024 - 06.2024
- Delivered high-quality phone support for post-purchase customers, assisting with device activation, account updates, and troubleshooting.
- Resolved billing and contract-related inquiries with professionalism and clarity, helping to reduce call escalations.
- Utilized CRM software to document all customer interactions and ensure smooth hand-offs for technical and service teams.
- Maintained high levels of customer satisfaction by applying empathy and proactive problem-solving on every call.
Member Service Representative
Aston Carter (Contract Position)
Phoenix, AZ
01.2023 - 04.2023
- Responded to high-volume patient calls regarding insurance coverage, prescription orders, and appointment scheduling using Optum systems.
- Delivered clear, supportive explanations of healthcare benefits and proactively resolved pharmacy-related issues to ensure patient satisfaction.
- Maintained call quality metrics, consistently meeting goals for accuracy, empathy, and resolution time.
Customer Account Representative
GC Services
Houston, Texas
02.2022 - 06.2022
- Resolved customer inquiries regarding account details, services, and billing, ensuring a high level of satisfaction.
- Assisted customers with account updates, payment arrangements, and issue resolution, maintaining effective communication.
- Provided support across multiple channels (phone, email, chat) to address customer needs and improve overall service quality.
Cashier
Walmart
Washington, NC
11.2019 - 07.2021
- Processed over 50 transactions per shift, ensuring accuracy and providing excellent customer service.
- Demonstrated strong communication skills, assisting customers with inquiries, resolving concerns, and providing product information.
- Collaborated with team members during peak hours to maintain smooth operations and enhance the overall store performance.
- Managed customer complaints and concerns, maintaining a calm and professional demeanor under pressure.
- Developed time management and organizational skills by balancing high transaction volumes with customer service needs.
- Provided customer education on store policies, promotions, and product features, similar to handling inquiries in healthcare roles.
Education
High School Diploma -
Washington High School
Washington, NCSkills
- Call Center Operations & High-Volume Patient Support
- Healthcare & Pharmacy Benefit Coordination
- EPRG Management & Preventive Care Scheduling
- CRM Platforms: Salesforce, TruCare
- Medication Adherence & Refill Management
- Insurance Deductible & Coverage Education
- Active Listening, Communication & Empathy
- Conflict Resolution & De-escalation
- Real-Time Documentation & Record Accuracy
- Technical Support & Troubleshooting
- Microsoft Office Suite (Outlook, Excel, Word)
- Team Collaboration & Time Management
Timeline
Patient Care Coordinator
TEKsystems (Contract position)
12.2024 - 03.2025
Customer Care Specialist
Medical Guardian
01.2024 - 06.2024
Member Service Representative
Aston Carter (Contract Position)
01.2023 - 04.2023
Customer Account Representative
GC Services
02.2022 - 06.2022
Cashier
Walmart
11.2019 - 07.2021
High School Diploma -
Washington High School