Dathney Houston
Walls
Summary
Customer-focused Supervisor experienced in leading teams and delivering exceptional service in fast-paced healthcare and service environments. Achieved operational efficiency through effective employee supervision, staff training, and conflict resolution while maintaining compliance with company policies. Committed to fostering positive relationships with customers and team members to enhance overall customer experience.
Overview
18
18
years of professional experience
Work History
PCA Supervisor
St.John Cares
Oakland, MS
01.2026 - Current
- Supervise Personal Care Assistants (PCAs) to ensure high-quality care and excellent customer service for clients.
- Trained, mentored, and coached caregivers on company policies, safety procedures, and client care standards to enhance service delivery.
- Assign daily schedules, monitor attendance, and ensure adequate staffing levels.
- Conducted performance evaluations and provided ongoing feedback, promoting continuous improvement in employee performance.
- Resolved employee and client concerns professionally, ensuring confidentiality and fostering trust.
- Ensure compliance with state regulations, company policies, and safety standards.
- Maintain accurate employee records, schedules, and documentation.
- Communicate effectively with management, employees, clients, and family members to ensure quality service.
- Assist with onboarding, scheduling, and coordinating staffing needs.
- Promote teamwork while maintaining a positive and professional work environment.
Career Advisor Lead “Workforce Development”
Career Team LLC
Memphis, TN
08.2024 - 11.2025
- Counseled and coached clients to achieve and maintain success in employment, education, and personal goals, enhancing overall client satisfaction.
- Advise and train clients on skills for employment and refer them to workshops and classes to enhance soft skills and educational training.
- Provide Career counseling and employment coaching services to Welfare Transition clients in job search and job readiness.
- Evaluate and update Individual Responsibility Plans (IRP) for progression towards reaching the desired employment outcome.
- Researched and referred clients to community services and job opportunities, facilitating successful transitions to employment.
- Liaised with Business Services Representatives and local employers to secure internships and job opportunities, utilizing strong communication skills to provide exceptional customer service.
- Increase hiring niche areas through networking and recruitment activities.
- Guide possible candidates through employment and school process, from phone screening until final interview.
- Work with third parties to ensure proper documentation to process grants vouchers.
- Managed client cases to ensure appropriate support and resources were provided. - data entry into the case tracking system (OSST), record and maintain case notes and client files record keeping.
Medical Billing and Coding Instructor "Part Time"
Delta Technical College
Horn Lake, MS
03.2024 - 12.2024
- Teaching classes in both a classroom and clinical lab environment.
- Conducted on-the-job training classes to teach and demonstrate principles, techniques, and procedures of designated subjects, enhancing student understanding and practical skills.
- Prepare outlines of instructional programs and training schedules and establish course goals.
- Develop curricula and plan course content and methods of instruction.
- Select and assemble books, materials, supplies, and equipment for training, courses, or projects.
- Administer oral, written, or performance tests to measure progress and to evaluate training effectiveness.
- Observed and evaluated students' work to determine progress and provided targeted feedback.
- Determine training needs of students or workers.
- Advise students on course selection, career decisions, and other academic and vocational concerns.
- Integrate academic and vocational curricula so that students can obtain a variety of skills.
- Prepare reports and maintain records, such as student grades, attendance rolls, and training activity details.
- Assisted in placing students at extern sites during their final term, facilitating real-world experience and professional development.
- Cultivated strong connections with extern sites to ensure smooth collaboration.
- Supported graduates in securing employment within their chosen career fields.
- Supervise and monitor students' use of tools and equipment.
PCA Supervisor
Companion Care Inspired
Southaven, MS
11.2021 - 03.2024
- Set goals for performance and deadlines in ways that comply with the company's plans and vision and communicate them to subordinates.
- Organized workflow to clarify duties and delegated tasks for employees.
- Conducted hiring and training of new employees to enhance team performance and productivity.
- Monitored employee productivity, providing constructive feedback and coaching to enhance performance.
- Conduct interviews based on company needs.
- Receive complaints and resolve problems.
- Maintain timekeeping and personnel records.
- Delivered critical updates from management to employees to keep the team informed and engaged.
- Ensured adherence to legal and company policies and procedures to maintain compliance.
Customer Service Representative
Internal Revenue Service
05.2020 - 09.2021
- Utilized Zendesk to document, categorize, and escalate taxpayer issues, ensuring timely resolution and accurate communication across departments.
- Provided specialized clerical assistance to Tax Resolution Representatives, Tax Specialists, and other support personnel by assessing taxpayer needs and directing them to the appropriate area using tools like Zendesk to manage and track inquiries.
- Identified and analyzed barriers to service, providing actionable suggestions for resolution.
- Managed reporting systems tracking taxpayer utilization of IRS products and services, incorporating Zendesk reporting features.
- Examined tax returns, supporting documents, and monetary receipts for completeness and compliance.
- Reviewed taxpayer appeals and directed them to appropriate resolution channels for efficient handling.
- I participated in simulation testing of National Office programs and assisted in the implementation of program changes.
Retention Supervisor
Express Employment
Southaven, MS
11.2018 - 04.2020
- Confer with the company through telephone, in person or email to provide information about new hires and upcoming orientations.
- Developed and executed customer retention strategies that enhanced loyalty and reduced turnover.
- Supervised performance of 175 employees, ensuring adherence to company standards and fostering a positive work environment.
- Resolved onsite complaints regarding new hires' work ethics, improving team morale and integration.
- Use active listening skills to identify Talents issues and provide solutions that best fit their needs.
- Use time management to handle 175 Employees Timecards and payroll assigned to my daily queue.
- Supported new employees during the onboarding process to help them acclimate to their roles.
- Performed thorough background checks for new hires to ensure compliance with company standards.
- Reviewed team performance on a weekly basis to ensure alignment with company goals.
- Guides and Coordinates Orientation Classes for the company.
- Recruit possible talents based on the needs of the company.
- End assignments for Talents that no longer meet company expectations.
- Submit reports in a timely manner.
Recruiter
Anthem
08.2016 - 10.2018
- Conducted full-cycle recruitment for various positions.
- Sourced and screened candidates through targeted channels to identify top talent.
- Conducted interviews and assessments to evaluate candidate fit for specific roles.
- Negotiated job offers and facilitated the onboarding process.
- Built and maintained relationships with hiring managers and candidates.
- Managed applicant tracking system, ensuring accurate and organized candidate records.
- Conducted over the phone interviews.
- Assisted with background checks and reference checks.
- Collaborated with team members to meet customer service targets.
- Participated in training programs to enhance product knowledge and customer service skills.
Client Coordinator
Aaron E. Henry Community Health Services
Clarksdale, MS
10.2013 - 08.2016
- Oversaw daily operations of medical mobile unit team, coordinating activities to enhance service delivery and patient care.
- Coordinate and communicate effectively with clinics, patients, pharmacists, and health plans.
- Managed medical billing and coding operations, ensuring accurate and timely submission of claims.
- Managed billing processes, including claim submission, payment posting, and accounts receivable reconciliation.
- Completed mobile medical unit paperwork, screened for Medicaid eligibility, and reviewed medical records to ensure compliance.
- Updated patient demographic and insurance information in electronic health record (EHR) system.
- Oversaw electronic medical record (EMR) work queue, ensuring timely handling of pharmacy prescription submissions and re-submissions to insurance providers.
- Maintain detailed chart notes and relevant supporting documentation for authorization requests.
Customer Service Recovery Expert
Schumacher Clinical Partners
02.2010 - 08.2013
- Obtained daily Emergency Department (ED) log and charts for review and reconciliation.
- Verified patient insurance information, ensuring adherence to insurance guidelines and streamlining billing procedures.
- Reviewed provider documentation for coding and billing requirements, enhancing accuracy of high acuity chart assessments.
- Reviewed and corrected coding errors, facilitating accurate and timely reimbursement processes.
- Assigned accurate codes to medical procedures and diagnoses using knowledge of coding systems, including CPT, ICD-10, and HCPCS.
- Identified high acuity patient charts according to disposition status or ancillary services ordered.
- Prepared financial reports and analysis related to medical billing and coding.
- Maintained confidentiality of patient information in accordance with HIPAA guidelines.
- Transferred logs and charts to Schumacher Group promptly.
- Ensured data quality and integrity of all communication and transmissions.
Medical Administrative Assistant
Mercy Hospice
Clarksdale, MS
05.2008 - 01.2010
- Verified accuracy and completeness of medical documentation to support prescribed medications.
- Ensured clinical record systems were maintained in compliance with state and federal regulations.
- Maintained medical records per policy and reviewed for compliance with written criteria.
- Processed referrals, updated patient files, and scheduled doctor visits to ensure continuity of care.
- Managed pharmacy prescription workflows in EMR, including submission and follow-up with health insurance plans.
- Assured appropriate release of information from hospice care to other parties.
- Performed regular audits, upon discharge, ensuring completeness of charts.
- Kept the flow of company accounts and paid off accounts associated with patient purchases.
Education
Bachelor of Business Administration - Concentration in Management
Strayer University
12-2026
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
01-2019
Certification - Phlebotomy Training
Trinity Training Program
01-2019
Skills
- Case management
- Compliance
- Customer service
- Operations support
- Team leadership
- Staff coordination
- Training and onboarding
- Performance coaching
- Conflict resolution
- Communication
Section name
Thank you for considering my application. I am confident that my skills and experience will make me a strong candidate for the position. I provide excellent service and ensure customer satisfaction. I look forward to the opportunity to contribute to your organization's customer service efforts.
Timeline
PCA Supervisor
St.John Cares
01.2026 - Current
Career Advisor Lead “Workforce Development”
Career Team LLC
08.2024 - 11.2025
Medical Billing and Coding Instructor "Part Time"
Delta Technical College
03.2024 - 12.2024
PCA Supervisor
Companion Care Inspired
11.2021 - 03.2024
Customer Service Representative
Internal Revenue Service
05.2020 - 09.2021
Retention Supervisor
Express Employment
11.2018 - 04.2020
Recruiter
Anthem
08.2016 - 10.2018
Client Coordinator
Aaron E. Henry Community Health Services
10.2013 - 08.2016
Customer Service Recovery Expert
Schumacher Clinical Partners
02.2010 - 08.2013
Medical Administrative Assistant
Mercy Hospice
05.2008 - 01.2010
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
Certification - Phlebotomy Training
Trinity Training Program
Bachelor of Business Administration - Concentration in Management
Strayer University