Darona Berry
Philadelphia,PA
Summary
Experienced with coordinating patient appointments and managing scheduling systems. Utilizes advanced communication and organizational skills to ensure efficient patient flow. Knowledge of healthcare protocols and patient confidentiality to deliver high-quality service.
Overview
18
18
years of professional experience
Work History
Patient Access Scheduler II
Children's Hospital of Philadelphia
01.2021 - Current
- Achieved high level of professionalism by effectively maintaining confidentiality of sensitive patient information according to strict HIPAA guidelines throughout operator tasks.
- Maximized patient satisfaction through the delivery of exceptional customer service while obtaining vital information required for appointment scheduling, registration, and insurance verification tasks.
- Efficiently managed patient incoming calls and directed them to appropriate departments, resulting in enhanced patient satisfaction.
- Enhanced responsiveness to urgent care needs by swiftly triaging incoming calls from clinicians, ensuring prompt attention where necessary.
- Aided in managing patients' utilization of the healthcare system while educating them about their healthcare needs, available community resources, and the expectations of being a member in managed care.
Patient Access Scheduler
Penn Medicine
12.2019 - 04.2020
- Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
- Demonstrated excellent problem-solving skills when faced with scheduling conflicts or last-minute changes, finding solutions that satisfied both patients and providers alike.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained confidentiality and adhered to HIPAA regulations when handling sensitive patient information during the scheduling process.
- Identified trends in appointment availability data, suggesting improvements to better meet patient needs and preferences.
Customer Service Representative
Conduent Work From Home
07.2019 - 01.2020
- Developed strong product expertise and personalized recommendations for customers based on their specific requirements.
- Enhanced sales growth by effectively upselling products and services to meet individual customer needs.
- Effectively managed high-stress situations, demonstrating professionalism and conflict resolution abilities.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Effectively managed high volume of customer calls with minimal wait times.
Patient Scheduling Coordinator
Wills Eye Hospital
04.2018 - 08.2019
- Managed high call volumes while maintaining exceptional accuracy in appointment scheduling.
- Streamlined information on insurance benefits and financial responsibilities, enhancing overall communication between medical professionals and patients.
- Maintained a strong rapport with clients by serving as their dependable point of contact, promptly addressing any concerns or questions they had about their appointments with professionalism and tact.
- Handled confidential patient information professionally, adhering to HIPAA regulations at all times.
- Worked closely with other departments to resolve complex scheduling conflicts or accommodate special requests from patients or physicians.
Home Health Aide
Public Partnerships
04.2012 - 11.2017
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Ensured proper nutrition by assisting patients with meal planning, preparing meals, and providing necessary assistance during feeding sessions according to their customized dietary needs.
- Ensured the safety and security of patients during transportation to medical appointments or community events.
- Efficiently monitored medication administration schedules, ensuring accurate tracking of dosages to mitigate potential adverse effects or interactions.
- Noted and communicated patient care information including condition updates, progress reports, and issues encountered to supervisor or case manager.
Patient Care Coordinator
Planned Parenthood
10.2016 - 01.2017
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
Banking Customer Service Representative
PNC Bank
03.2012 - 09.2013
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Coordinated with other departments to address and solve complex customer issues.
Contact Center Specialist
Beneficial Bank
04.2007 - 05.2009
- Delivered excellent customer service by providing prompt and accurate responses to inquiries about bank products and services.
- Provided valuable assistance to customers, enabling them to navigate online banking platforms and enhance their digital banking experience.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
Education
Bachelor of Science - Criminal Justice
Strayer University
07.2025
High School Diploma -
St, Maria Goretti High School
06.2002
Medical Billing And Coding
DeVry University
02.2017
Skills
- Expertise in HIPAA Standards
- Insurance Eligibility Verification
- Patient Intake Management
- Efficient Appointment Coordination
- Strong Organizational Skills
- Customer Support Expertise
- Strategic Problem Resolution
- Electronic Medical Records
- Highly Adaptable
- Clear Communication
Timeline
Patient Access Scheduler II
Children's Hospital of Philadelphia
01.2021 - Current
Patient Access Scheduler
Penn Medicine
12.2019 - 04.2020
Customer Service Representative
Conduent Work From Home
07.2019 - 01.2020
Patient Scheduling Coordinator
Wills Eye Hospital
04.2018 - 08.2019
Patient Care Coordinator
Planned Parenthood
10.2016 - 01.2017
Home Health Aide
Public Partnerships
04.2012 - 11.2017
Banking Customer Service Representative
PNC Bank
03.2012 - 09.2013
Contact Center Specialist
Beneficial Bank
04.2007 - 05.2009
Bachelor of Science - Criminal Justice
Strayer University
Medical Billing And Coding
DeVry University
High School Diploma -
St, Maria Goretti High School
Similar Profiles
HANNAH ANDERSONHANNAH ANDERSON
Project Manager at The Children's Hospital of Philadelphia, CHOPProject Manager at The Children's Hospital of Philadelphia, CHOP
Patrice HolnessPatrice Holness
Senior Nursing Aide at Children's Hospital of PhiladelphiaSenior Nursing Aide at Children's Hospital of Philadelphia
Riley BaldwinRiley Baldwin
Pediatric Critical Care Registered Nurse at Children's Hospital of Philadelphia, CHOPPediatric Critical Care Registered Nurse at Children's Hospital of Philadelphia, CHOP