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Darona Berry
Philadelphia,PA
Work Preference
Summary
Demonstrates expertise in managing patient scheduling and enhancing client interactions to improve overall service quality. Effective communicator who educates patients on healthcare utilization and community resources while ensuring compliance with HIPAA regulations. Proven ability to resolve scheduling conflicts and prioritize urgent care needs.
Overview
14
14
years of professional experience
Work History
Referral Specialist
Children's Hospital of Philadelphia
Philadelphia, Pennsylvania
01.2021 - Current
- Delivered exceptional customer service to maximize patient satisfaction during appointment scheduling and insurance verification.
- Directed incoming patient calls to appropriate departments, enhancing patient satisfaction.
- Triaged incoming calls from clinicians to ensure timely attention to urgent care needs.
- Educated patients on healthcare system utilization and community resources, facilitating better managed care understanding.
- Maintained confidentiality of sensitive patient information according to strict HIPAA guidelines.
Patient Access Scheduler
Penn Medicine
Philadelphia, Pennsylvania
12.2019 - 04.2020
- Secured pre-authorizations and verified insurance coverage for optimal care delivery.
- Managed scheduling conflicts with problem-solving skills, balancing patient and provider needs for optimal appointment flow.
- Assisted patients with empathy throughout healthcare processes, ensuring timely resolution of appointment inquiries.
- Complied with HIPAA regulations while processing sensitive patient information.
- Analyzed appointment data trends, recommending enhancements to align scheduling with patient demands.
Lead Customer Service Advisor
Conduent Work From Home
07.2019 - 01.2020
- Boosted sales by successfully upselling products and services based on individual needs.
- Handled customer complaints with empathy, fostering loyalty and encouraging repeat transactions.
- Managed high-stress scenarios and resolved conflicts while maintaining professionalism.
- Efficiently managed large volumes of customer calls while minimizing wait times.
- Gained extensive product knowledge to provide tailored customer recommendations.
Patient Scheduling Coordinator
Wills Eye Hospital
04.2018 - 08.2019
- Managed high call volumes while ensuring accurate appointment scheduling.
- Clarified insurance benefits and financial responsibilities to improve communication between medical staff and patients.
- Served as primary contact for clients, promptly resolving appointment-related inquiries.
- Ensured strict adherence to HIPAA regulations when managing confidential patient information.
- Worked with other departments to address scheduling conflicts and accommodate special requests from clients or physicians.
Personal Care Assistant
Public Partnerships
Philadelphia, Pennsylvania
04.2012 - 11.2017
- Provided essential personal hygiene support through bathing, grooming, and toileting assistance.
- Monitored medication administration schedules to ensure patient safety and prevent adverse effects or interactions.
- Reported patient condition updates and care challenges to case managers to facilitate timely interventions.
- Supported meal planning and preparation to ensure adherence to dietary requirements.
- Oversaw safe transportation of patients to medical appointments and community activities.
Patient Care Coordinator
Planned Parenthood
10.2016 - 01.2017
- Verified insurance coverage and secured authorizations for medical treatments and procedures.
- Streamlined communication between patients and healthcare providers for timely responses.
- Delivered customer service by addressing concerns and answering questions to enhance patient satisfaction.
- Guided patients in accessing local support services to connect with community resources.
- Managed sensitive patient information in compliance with HIPAA guidelines, ensuring confidentiality.
Education
Bachelor of Science - Criminal Justice
Strayer University
Philadelphia, PA07-2025
High School Diploma -
St, Maria Goretti High School
Philadelphia, PA06-2002
Some College (No Degree) - Medical Billing And Coding
DeVry University
Fort Washington, PASkills
- Eligibility verification
- Scheduling coordination
- Patient care coordination
- Intake procedures management
- Regulatory knowledge
- EMR systems proficiency
- Data verification
- Organizational proficiency
- Client support services
- Time management
- Flexibility and adaptability
- Team collaboration
- Clear communication
- Active listening
Timeline
Referral Specialist
Children's Hospital of Philadelphia
01.2021 - Current
Patient Access Scheduler
Penn Medicine
12.2019 - 04.2020
Lead Customer Service Advisor
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
Personal Care Assistant
Public Partnerships
04.2012 - 11.2017
Bachelor of Science - Criminal Justice
Strayer University
High School Diploma -
St, Maria Goretti High School
Some College (No Degree) - Medical Billing And Coding
DeVry University