Denise R. McCoy-Stephens
Patient Financial Advocate
Circleville,OH
Summary
Results-driven Patient Financial Advocate experienced in coordinating communication between patients and healthcare providers. Known for strong multitasking abilities and a commitment to building trust, ensuring compliance, and fostering positive patient experiences.
Dedicated Patient Financial Advocate with over 15 years of experience facilitating financial assistance and educating patients on insurance options. Proven ability to streamline processes, resolve inquiries, and develop tailored payment plans, enhancing patient access to care.
Overview
37
37
years of professional experience
1989
1989
years of post-secondary education
Work History
Patient Financial Advocate
Firstsource Solutions
08.2009 - 10.2025
- Facilitated patient financial assistance applications to optimize support access.
- Educated patients on insurance benefits and eligibility requirements for improved understanding.
- Coordinated with healthcare providers to resolve billing discrepancies and streamline processes.
- Evaluated patient eligibility for Medicaid and other government assistance programs, ensuring all viable funding options were explored before resorting to out-of-pocket payments.
- Developed tailored payment plans for individuals facing financial hardships, promoting access to necessary medical care regardless of income level.
- Resolved patient inquiries efficiently, ensuring high levels of satisfaction and support.
- Coordinated communication between patients and healthcare providers to facilitate seamless service delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
Reinstatement Specialist
Grange Insurance Group
03.2006 - 05.2009
- Handled incoming calls, directing inquiries to appropriate departments while maintaining professionalism.
- Handled cash transactions and maintained sales and payments records accurately.
- Handled Insurance reinstatements for customers that their insurance had lapsed or was close to lapsing.
- Corresponded with clients through email, telephone, or postal mail.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Credit Union Teller/ATM Teller/Visa Processing Officer
First Service Federal Credit Union
02.1989 - 02.2006
- Processed member transactions efficiently, ensuring accuracy in cash handling and account management.
- Assisted members with inquiries, providing excellent customer service to enhance satisfaction.
- Maintained compliance with credit union policies and federal regulations to mitigate risks.
- Collaborated with team members to streamline operations and improve workflow efficiency.
- Trained new tellers on best practices for transaction processing and customer interaction.
- Resolved member issues promptly, fostering trust and long-term relationships within the community.
- Assisted in increasing credit union membership by promoting products and services to potential members during interactions.
- Supported branch operations by maintaining an organized work area and adhering to all security procedures.
- Streamlined account opening process by accurately completing documentation and verifying required information.
- Managed high volumes of transactions daily while ensuring accuracy, timeliness, and adherence to credit union policies.
- Collaborated with loan officers to facilitate successful loan applications for credit union members seeking financing options.
- Exceeded sales goals for new accounts, loans, and other financial products through effective cross-selling techniques.
- Reduced teller errors by consistently balancing cash drawer at the end of each shift.
- Prevented potential fraud incidents by meticulously reviewing transactions for suspicious activity and following established protocols.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained accurate records of customer transactions in line with bank procedures.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored ATM performance, identifying and reporting malfunctions to ensure minimal downtime.
- Assisted customers with transaction issues, providing timely and effective resolutions.
- Achieved daily balancing goals through meticulous attention to detail when reconciling transaction records and cash balances.
- Promoted a positive banking experience for customers by addressing inquiries, concerns, or complaints in a professional manner.
Education
High School Diploma -
Logan Elm High School
Circleville, OHNo Degree - Business Administration
Ohio University
Chillicothe, OH 05.1988 - 12.1989
Skills
- Customer service
- Active listening
- Data entry
- Customer relations
- Professional telephone
- Microsoft
- Dispute resolution
- Office equipment proficiency
- Multitasking
- Teamwork and collaboration
- Case management
Hobbies
I love to read and enjoy time with my daughter and friends and family.
Timeline
Patient Financial Advocate
Firstsource Solutions
08.2009 - 10.2025
Reinstatement Specialist
Grange Insurance Group
03.2006 - 05.2009
Credit Union Teller/ATM Teller/Visa Processing Officer
First Service Federal Credit Union
02.1989 - 02.2006
No Degree - Business Administration
Ohio University
05.1988 - 12.1989
High School Diploma -
Logan Elm High School