Denise Williams
Summary
Dynamic Member Health Associate at Accolade with strong communication and active listening skills. Successfully collaborated with healthcare professionals to enhance patient care and improve operational efficiency. Proven ability to develop tailored care plans and boost team productivity, ensuring compliance with healthcare regulations while maintaining patient confidentiality.
Overview
21
21
years of professional experience
Work History
Member Health Associate
Accolade
01.2023 - 06.2024
- Provided compassionate support to patients experiencing emotional distress or anxiety related to their medical condition or treatment plan.
- Collaborated with healthcare professionals to design tailored care plans that addressed patients'' unique needs.
- Contributed to continuous improvement initiatives aimed at enhancing healthcare delivery processes.
- Research certain weight loss medication, for patients who inquire weight loss information, or those who have diabetes .
- Boosted team efficiency through clear communication and collaboration with fellow healthcare associates.
Collections Agent
Monarch Recovery Management
08.2022 - 12.2022
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Received high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Consumer Collector
Emergent Business Group
12.2019 - 09.2020
- Developed strong rapport with customers by actively listening to concerns and finding mutually beneficial solutions to resolve past due balances.
- Reduced outstanding debt for the company by consistently following up on overdue payments from customers.
- Streamlined collection processes by implementing efficient tracking systems for monitoring delinquent accounts.
Patient Scheduler
Insight Global - Pop Healthcare
06.2019 - 12.2019
- 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.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
- Reduced no-show rates with timely appointment reminders and confirmation calls.
Customer Service Representative
Freedom Mortgage/ PHH Morgan Stanley
07.2016 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided information and knowledgeable assistance regarding mortgage loans,
- Completed loan level pricing adjustments
- Processed all accommodations from other departments, through emails, handled (Risk - Based Pricing), along with float down changes.
Customer Service Advocate
Philadelphia Gas Works
09.2014 - 08.2015
- Process extensions. repayment agreements , and set up monthly plans.
- Direct customers to Energy Programs, such as Liheap, Crisis,UESF grants, and issue service turn on, and transfers, along with shut off notices.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Operations Analyst
Comcast Business Communications
03.2003 - 08.2010
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards, regarding pagers, and cell phones
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Supported supervisor with special projects and associated team members to maintain system functionality.
- Assessed operational performance to identify areas for improvement.
- Created custom reports and visualizations to support decision-making processes.
Education
No Degree - Business
Community College of Philadelphia
Philadelphia, PA09-1994
Skills
- Strong communication skills
- Active listening
- Decision-making
- Team collaboration strengths
- Patient confidentiality compliance
- Healthcare regulations
Timeline
Member Health Associate
Accolade
01.2023 - 06.2024
Collections Agent
Monarch Recovery Management
08.2022 - 12.2022
Consumer Collector
Emergent Business Group
12.2019 - 09.2020
Patient Scheduler
Insight Global - Pop Healthcare
06.2019 - 12.2019
Customer Service Representative
Freedom Mortgage/ PHH Morgan Stanley
07.2016 - 06.2019
Customer Service Advocate
Philadelphia Gas Works
09.2014 - 08.2015
Operations Analyst
Comcast Business Communications
03.2003 - 08.2010
No Degree - Business
Community College of Philadelphia
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