Deborah Heyward
Charleston,SC
Summary
Excellent research, communication, analytical, time management and problem solving skills. Pursuing opportunities that will enable utilization of my experience, education, organizational, and interpersonal skills towards professional growth and success. Versatile Customer Service Specialist with results-driven and focused approach to completing work. Skilled leader, planner and problem-solver with twenty-year career in Customer Service. Known for excellent attention to detail and great work ethic. Motivated individual with business acumen and willingness to take on challenging roles.
Overview
23
23
years of professional experience
Work History
Referral Management Specialist
MUSC Patient Access Center
07.2016 - Current
- Scheduling patients for appointments based on available appointment slots, taking special considerations into account such as patient preference for certain days and times
- Serve as a liaison between the patient access team and other departments within the organization
- Assist with the development and implementation of process improvements within the patient access department
- Coordinating with External Physicians and Nurses to ensure that their patients are scheduled for appointments in a timely manner
- Providing support to patients in the form of answering questions, providing information about the process, and troubleshooting issues that may arise during the appointment scheduling process
- Handle escalated patient inquiries and complaints in a professional and timely manner
- Determining if patients are eligible for certain insurance plans, verifying insurance coverage for services, and explaining coverage details to patients
- Assist with training new patient access team members on company policies and procedures
- Enter patient demographic and insurance information into the electronic medical record.
Court Clerk
North Charleston Municipal Court
North Charleston, SC
05.2010 - 05.2016
- Provided assistance and direction to clerks and coordinated work flow within the court office, including disseminating information, cover for absent subordinates, providing technical assistance, answering questions, motivating clerks to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, making recommendations for resolving problems within the office
- Provided clerical and technical support to managers in internal matters relating to one or more citizen specialties such as program placement, and trial services
- Monitored the accuracy of criminal and civil records and information listings
- Performed work in support of the Municipal Court Judge which required knowledge of laws, procedures, guides, and precedents in the Court of Law
- Provided court information and appropriate list and forms to citizens regarding procedures for civil and criminal rebuttals and where to obtain additional information
- Ensured the proper forms and documents were completed for name changes, locator information, and applications to specialized programs once a citizen had been charged with a crime
- Reviewed all new case files for accuracy to ensure they were in compliance with the laws of the State of South Carolina, monitored the maintenance of files in data system, ensured the trials were prepared and scheduled in a timely manner
- Organized and maintained files of records and correspondence of both routine and confidential nature
- Developed and implemented new procedures and respond to changes in statute and administrative policies
- Assisted in the development and implementation of training programs within the office
- Provided thorough training for all new staff members to include systems analysis and data entry of all pertinent information pertaining to all parties
- Communicated with citizens regarding case files and laws
- Corresponded with law enforcement agencies, attorneys, and counseling agencies
- Assisted in administrative duties concerning bond hearing such as preparation of bond packets, processing bonds from bail bonds mans as well as monetary transactions
- Provided citizen/customer support to include detailed question-and-answer sessions.
Administrative Specialist
SC Department of Health and Environmental Control
Charleston, SC
09.2009 - 05.2010
- Provide principle support to managers by performing a variety of clerical and customer service duties in various clinics, specializing in processes for the Pandemic Influenza Vaccination team
- Adhered to South Carolina health administration guidelines within the agency’s customer service policies
- Utilized sound and independent judgement implementing office procedures and program guidelines
- Performs all Administrative duties required to provide Preventive Health/Immunization Services to authorized clients within the state
- Including performing complete intake and out-take of patient data, utilizing program data systems and email systems, assisting clients with Medicaid eligibility inquiries
- Provided medical record coverage utilizing CARES Records Management; transferring medical records to other clinics and sites as deemed necessary; filing of labs and other medical information
- Provided quality customer service in a culturally competent manner in face-to-face and/or telephone encounters and maintained client confidentiality
- Ensured official DHEC forms are placed in the proper chart order in accordance with DHEC policy
- Established client record and retrieved/returned charts to medical records
- Participated in an emergency or major disaster to expedite services to the public as outlined in DHEC policies if needed
- Participated in community outreach to administer services to the public as outlined in the DHEC policies.
Shipping Expert / Sales Associate
UPS Store
06.2008 - 06.2009
- Provided support to managers and staff with shipping and receiving procedures
- Provided customer support to include detailed question-and-answer sessions
- Conducted Daily, weekly and monthly assessments of court revenue, handled activities in accounts receivable
- Provided customer service to vendors as well as customers
- Maintained customer files in the system
- Scanning various documents and blue prints
- Prepared and packaged parcels to be picked up and shipped to the larger UPS hub stations.
Administrative Specialist
SC Department of Motor Vehicles
Charleston, SC
06.2003 - 05.2008
- Provided support to the Customer Service Supervisor and Unit Manager
- Performed routine and standard transactions and services as the first point of contact
- Processed transactions to include, but not limited to, the issuance of registration cards, license plates, titles, decals, driver's licenses, identifications cards, handicap placards and clearing property tax suspensions
- Responded to routine inquiries from customers in person, telephone, email, fax and mail
- Advise customers on appropriate actions for payment, services and required documentation for transaction processing
- Resolved customer’s problems and inquires through record research
- Managed business customers (banks, lien holders, insurance companies, dealer, etc.) needs in regards to insurance issues, dissemination of information, dissemination of DMV products and problem resolution
- Served as support function for DMV Field Offices
- Utilized DMV Phoenix system to enter, retrieve, update and provide data for customers, courts and law enforcement
- Maintained appropriate tracking system for customer inquiries; Reconciled transaction reports and maintained accurate cash drawer
- Reviewed documents for accuracy and compliance
- Prepared documents for scanning
- Maintained extensive knowledge of Motor Vehicle laws, regulations and social security regulations
- Performed information gathering for internal and external PDPS data processing
- In addition to Green Cards and Visa classifications.
Summary Court Specialist
Charleston County Summary Court
Charleston, SC
12.2000 - 05.2003
- Under direction, perform clerical duties in a designated courtroom
- Attended court sessions and prepare records of court proceedings in conformance with statutes, policies, and the direction of a Judge; to swear in witnesses and juries; to maintain exhibits offered in evidence; and to perform related duties as assigned
- Served as primary clerical support for a Magistrate Court Judge; works closely with employees of other County departments, representatives of legal offices, and the public in matters before the court; and may provide lead work direction to clerical staff
- Worked independently within established yet frequently changing policies, procedures and guidelines
- Performed very responsible and complex legal clerical work and all required duties within frequent deadlines, time limitations, and pressure from citizens and staff, requiring speed, sustained attention, and a high degree of accuracy
- Prepared dockets or calendars of cases to be called
- Recorded case dispositions, court orders, and arrangements made for payment of court fees
- Answered inquiries from the general public regarding judicial procedures, court appearances, trial dates, adjournments, outstanding warrants, summonses, subpoenas, witness fees, and payment of fines
- Prepared and issued orders of the court, including release documentation, disposition information, and summonses
- Prepared documents recording the outcomes of court proceedings
- Instruct parties about timing of court appearances
- Conducted weekly and monthly assessments of court revenue, handled activities in accounts receivable.
Education
Bachelors of Arts (Cum Laude) -
Limestone College
05.2018
Associate in Public Service: Criminal Justice -
Trident Technical College
05.2004
Skills
- Exceptional Communication Skills
- Critical Thinking
- Microsoft Office
- Research
- Scan tool
- Analytics
- Phoenix Operating System
- Time Management
- Fraud Detail
- Customer Relations Expert
- Criminal Justice Information Systems Training/ Expiration December 2017
- Jems 60
- EPIC Operating System
- Customer Relations
- Quality Assurance
- Proficient in Microsoft Suite
- Idea Development and Brainstorming
- Proficient in Microsoft Office Suite
Timeline
Referral Management Specialist
MUSC Patient Access Center
07.2016 - Current
Court Clerk
North Charleston Municipal Court
05.2010 - 05.2016
Administrative Specialist
SC Department of Health and Environmental Control
09.2009 - 05.2010
Shipping Expert / Sales Associate
UPS Store
06.2008 - 06.2009
Administrative Specialist
SC Department of Motor Vehicles
06.2003 - 05.2008
Summary Court Specialist
Charleston County Summary Court
12.2000 - 05.2003
Bachelors of Arts (Cum Laude) -
Limestone College
Associate in Public Service: Criminal Justice -
Trident Technical College
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