Darlesha Holland
Summary
Member Service Specialist with experience in retail and customer service with dedication to providing quality customer satisfaction. Dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
14
14
years of professional experience
Work History
Intake Specialist/Medical Claims Processor
MCKESSON SPECIALTY PHARMACY
Scottsdale, AZ
11.2014 - 06.2026
- Reviews claims to make sure that payer specific billing requirements are met.
- Follows up on billing, determines and applies appropriate adjustment answer's.
- Resolved customer complaints using established follow-up procedures.
- Provided excellent customer service to patients and medical staff.
- Organized patient records and database to facilitate information storage and retrieval.
- Delivered support to medical staff in completion of patient paperwork.
- Knowledge of different insurances.
- Medicare Specialist
- Determine the appropriate level of service needed.
- Maintains a pleasant and respectful tone.
- Handle administration duties as needed.
- Developed and maintained databases to store customer information.
- Followed established procedures to enter and process data correctly.
- Reviewed and verified claim information for accuracy and completeness.
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
- Verified patient insurance coverage and benefits for medical claims.
- Paid or denied medical claims based upon established claims processing criteria.
Health Unit Coordinator
Banner University Medical Center
Phoenix, AZ
10.2024 - 02.2025
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
- Assembled and maintained patient medical records and other documents related to patient care.
- Assisted with processing patient admissions, transfers and discharges.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
- Responded to patient call lights to expedite appropriate follow-through.
- Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
- Maintained accurate patient records through diligent data entry and timely updates in the electronic health record system.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Facilitated smooth transitions during shift changes by diligently preparing handoff reports for incoming staff members.
Patient Access Representative
Central Abrazo Hospital/ Conifer Health
Phoenix, AZ
10.2023 - 02.2024
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Dispatcher
LogistiCare Solutions LLC.
Phoenix, AZ
02.2014 - 03.2015
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
Customer Service Cashier
FRYS FOOD STORE
04.2012 - 05.2013
- I was taught to demonstrate effective and appropriate communication with customers of various backgrounds.
- Processed refunds and exchanges in accordance with company policy.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked with floor team and managers to meet wide range of customer needs.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Operated cash register to record transactions accurately and efficiently.
- Counted money in drawers at beginning and end of each shift.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Associate Degree in Nursing -
Glendale Community College
Phoenix College
Winslow High School
2010
Preschool
Northern Pioneer College
2010
Skills
- Collections Processing
- Handling Complaints
- Individualized Care Plans
- Customer Service Standards
- Ability to work effectively under time and pressure for long and extended hours
- Data entry
- Insurance verification
Timeline
Health Unit Coordinator
Banner University Medical Center
10.2024 - 02.2025
Patient Access Representative
Central Abrazo Hospital/ Conifer Health
10.2023 - 02.2024
Intake Specialist/Medical Claims Processor
MCKESSON SPECIALTY PHARMACY
11.2014 - 06.2026
Dispatcher
LogistiCare Solutions LLC.
02.2014 - 03.2015
Customer Service Cashier
FRYS FOOD STORE
04.2012 - 05.2013
Phoenix College
Winslow High School
Preschool
Northern Pioneer College
Associate Degree in Nursing -
Glendale Community College