Delylah Ward
Dilley
Summary
I'm a Dedicated Patient Support & Insurance Specialist with 5+ years of experience in high‑volume call centers, healthcare customer service, insurance verification, and account resolution. Skilled in delivering one‑call resolution, educating patients on benefits and EOBs, processing payments, and researching account discrepancies with accuracy and empathy. Known for strong communication, attention to detail, and consistent achievement of performance metrics. Experienced with CRM/EMR systems including Salesforce and HealthSherpa, with a proven ability to manage sensitive information, resolve complex inquiries, and provide clear, patient‑focused guidance. Committed to supporting patients, improving service quality, and contributing to a reliable, compassionate care environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Medicare Sales Specialist
HealthSherpa
04.2024 - 09.2025
- Handled high-volume inbound and outbound calls assisting Medicare beneficiaries with plan inquiries, eligibility questions, and enrollment support.
- Delivered one-call resolution whenever possible by researching issues, verifying information, and providing accurate answers during the same interaction.
- Verified insurance, reviewed Medicare plan benefits, and educated clients on coverage details, costs, and Explanation of Benefits (EOB).
- Collected and processed payments, documented interactions, and maintained accurate account notes in CRM systems.
- Researched escalated issues, followed up with clients, and ensured timely resolution within compliance guidelines.
- Reviewed customer information to determine if adjustments, corrections, or follow-up actions were required.
- Ensured full compliance with CMS regulations, state licensing requirements, and company policies.
Licensed Insurance ACA Sales Agent
Insurance Pipeline Inc (IPI)
01.2024 - 03.2024
- Assisted consumers with ACA health insurance inquiries through inbound, outbound, and warm transfer calls.
- Verified demographic and insurance information, updated records, and ensured accuracy for applications.
- Explained plan benefits, deductibles, premiums, and EOB-related questions in clear, patient-friendly language.
- Researched missing information, followed up on pending applications, and resolved issues requiring additional review.
- Maintained performance metrics including call quality, accuracy, and customer satisfaction.
Seasonal Licensed Health Insurance Agent
ResultsCX
08.2023 - 01.2024
- Took inbound calls and chats assisting members with plan selection, provider lookup, and benefit questions.
- Reviewed clinical and plan information to determine if coding or coverage review was required.
- Processed applications, verified insurance, and updated customer records in Salesforce and CMS systems.
- Resolved billing questions, located missing payments, and provided documentation upon request.
- Delivered accurate patient estimates and explained coverage details in a clear, supportive manner.
Customer Service Representative
Teleperformance
02.2022 - 04.2022
- Had to trace selected funds to track where funds went/came from and check to see if any were related to suspicious/illegal activity and if so put it in report to send to a higher department
- Investigated account activity, reviewed transactions, and documented findings with high attention to detail.
- Researched discrepancies and escalated cases requiring additional review.
Auto Claims Customer Service Representative
Teleperformance
09.2021 - 02.2022
- Handled inbound calls, collected detailed claim information, and updated customer accounts.
- Verified customer data, processed payments, and provided documentation as needed.
- Resolved issues through one-call resolution when possible and escalated complex cases appropriately.
- Set up services for insureds and claimant's such as rentals, Appraisals/Repairs, and towing
Temporary L1 Technical Support
Alorica
Texas
07.2021 - 09.2021
- Managed client records
- Answered calls from clients
- Answered general questions
- Resolved customer information and complaints
- Helped District/School Admins with their roster imports
- Helped District admins ,School admins, & teachers with rostering errors
Tier 2 Customer Service Representative
Everise
Kingsville, TX
11.2020 - 07.2021
- Assisted members with insurance questions, provider searches, ID cards, and billing inquiries.
- Took payments, processed refunds, and verified demographic and insurance information.
- Resolved account issues, researched missing information, and escalated cases requiring further review.
- Provided patient-friendly explanations of benefits and coverage.
Temporary Remote ATT Customer Service Advisor
Conduit Global
09.2020 - 10.2020
- Assist inbound callers with their phones ,accounts ,and tech support
- Help customers pay their phone bills
- Billing and tech support
- Give advice and update customers on Verizon's new phone plans
- Performed data entry for customer information and Billing
- Managed client records
- Answered general questions
- Answered calls from Verizon customers
- Assisted customers with a warm and professional attitude
- Resolved customer information and complaints
Call Center Representative
Atento
San Antonio, TX
06.2018 - 10.2018
- Take inbound calls for BBVA COMPASS BANK
- Fill out new applications for loans, checking/savings accounts & credit cards
- Multi-tasked 6 different programs in order to apply customers to loans and credit cards and to do credit checks
- Handled sensitive information to apply for loan and or credit cards
- Made new debit accounts for customers out of state and in state
- Helped customers through process of signing documents such as docu-sign
- Helped customers pick/review payment plans and interest rates to get an agreed upon monthly payment for new loan.
Target Tech
Target
San Antonio, TX
02.2018 - 06.2018
- Responsible to connecting customers to Att, Sprint, and Verizon Phone Plans.
- Responsible for the sell of all sorts of electronic devices such as apple products, TVs, & chargers.
- In charge and making customers know all the knowledge I know about the product they want to buy to make sure it's a great fit for them.
- Sold iphones, androids, and windows phones, chargers, and accessories
Taco Bell Crew Member
Taco Bell
Kingsville, TX
09.2017 - 01.2018
- Responsible for drive through and front counter.
- In charge of money handling and making sure the correct amount of money is in drawers at the end of the shift
- Responsible for cleaning the resturant like scrubbing floors, mopping, throwing trash and sweeping.
Cashier/Customer Service
Rio 7 Cinema
Kingsville, TX
04.2015 - 10.2015
- Responsible for handling register and money and make sure it's the correct amount and line up with the items sold
- Responsible for cleaning behind counters and do a item count at the end of every shift
Education
Diploma -
H.M.King High School
Kingsville, TX06-2017
Skills
- Insurance Verification
- Explanation of Benefits (EOB) Education
- Patient Account Resolution
- Payment Processing
- High‑Volume Call Center Support
- One‑Call Resolution
- CRM & EMR Systems (Salesforce, HealthSherpa)
- Data Entry & Documentation Accuracy
Certification
- Life & Health Insurance License January 2026
- 2-15 Florida September 2023 to January 2026
- Life & Health Insurance License June 2023 to January 2025
- For 29 states including my home state of Texas
- 2026 FFM Certification
- Insurance Producer License
Timeline
Medicare Sales Specialist
HealthSherpa
04.2024 - 09.2025
Licensed Insurance ACA Sales Agent
Insurance Pipeline Inc (IPI)
01.2024 - 03.2024
Seasonal Licensed Health Insurance Agent
ResultsCX
08.2023 - 01.2024
Customer Service Representative
Teleperformance
02.2022 - 04.2022
Auto Claims Customer Service Representative
Teleperformance
09.2021 - 02.2022
Temporary L1 Technical Support
Alorica
07.2021 - 09.2021
Tier 2 Customer Service Representative
Everise
11.2020 - 07.2021
Temporary Remote ATT Customer Service Advisor
Conduit Global
09.2020 - 10.2020
Call Center Representative
Atento
06.2018 - 10.2018
Target Tech
Target
02.2018 - 06.2018
Taco Bell Crew Member
Taco Bell
09.2017 - 01.2018
Cashier/Customer Service
Rio 7 Cinema
04.2015 - 10.2015
Diploma -
H.M.King High School