Desiree Anderson
Summary
Customer Service and Patient Access Professional with 8+ years of experience supporting healthcare members, patients, and retail customers in remote environments. Skilled in customer service, chat and email support, insurance verification, appointment scheduling, order management, problem resolutions, and CRM systems.
Proven ability to manage high-volume interactions while delivering exceptional customer experiences, maintaining HIPAA compliance, and exceeding performance goals.
Overview
9
9
years of professional experience
Work History
Patient Service Specialist
Dartmouth-Hitchcock Medical Center
Remote
07.2023 - Current
- Manage high-volume inbound calls while providing exceptional patient support and service.
- Schedule, reschedule, and coordinate patient appointments across multiple departments and providers.
- Verify insurance eligibility, patient demographics, and coverage information.
- Process referrals, prior authorizations, prescription requests, and medical records request.
- Maintain accurate documentation in electronic health records and CRM systems.
- Resolve patient concerns efficiently while ensuring HIPAA compliance and confidentiality.
- Collaborate with clinical teams to coordinate patient care and improve service outcomes.
Patient Service Representative
Molina Healthcare
Remote
11.2022 - 06.2023
- Assisted members with benefits, eligibility, claims, and provider related inquiries.
- Resolved customer concerns while maintaining high-quality service standards.
- Verified insurance coverage and updated member information accurately.
- Documented customer interactions and account updates within multiple systems.
- Coordinated with healthcare providers to ensure timely resolution of member services.
- Consistently delivered empathetic customer service in a fast-paced environment.
Customer Service Representative
Webhelp Americas
Remote
03.2021 - 10.2022
- Assisted customers with online orders, deliveries, returns, exchanges, and product inquiries.
- Provided support through phone, chat, and email channels.
- Tracked orders and resolved shipping and delivery concerns.
- Processed refunds, replacements, and account updates.
- Educated customers on IKEA products, services, financing options, and promotions.
- Maintained detailed records of customer interactions and resolutions.
- Consistently exceeded customer satisfaction expectations through timely problem resolution.
Customer Service Representative
Accenture
Remote
01.2020 - 02.2021
- Handled inbound calls, chats, and email inquiries from customers.
- Assisted customers with utility account set up, transfer service changes, and billing inquires.
- Researched and resolved customer issues using multiple databases and software systems.
- Documented interactions accurately and escalated complex concerns when necessary.
- Assisted customers with account management, payments, and service request.
- Maintained productivity and quality metrics in a high-volume contact center environment.
- Delivered professional and customer-focused service while meeting performances.
Customer Service Representative
United Healthcare
Remote
11.2017 - 12.2019
- Supported members with benefits, claims, billing, and provider-related questions.
- Verified eligibility, coverage, and healthcare plan information.
- Processed account updates and maintained accurate member records.
- Assisted patients with payment inquiries and healthcare-related concerns.
- Scheduled appointments and conducted outbound follow-ups calls as needed.
- Ensured HIPAA compliance while handling confidential healthcare information.
- Built positive relationships with members through exceptional customer service.
Education
Associate of Applied Science - Child Development
Houston Community College
Houston, TX05-2025
Skills
- Customer Service
- Chat & Email Support
- Call Center Operations
- CRM Systems
- Data Entry
- Customer Retention
- Order Management
- Order Tracking & Returns
- Insurance Verification
- Appointment Scheduling
- HIPAA Compliance
- Problem Resolution
- Payment Processing
- Remote Work Experience
Highlights
- 8+ years of customer service experience
- 5+ years of remote work experience
- Healthcare and retail customer support background
- Experienced in phone, chat, and email support
- HIPAA-compliant patient service professional
Timeline
Patient Service Specialist
Dartmouth-Hitchcock Medical Center
07.2023 - Current
Patient Service Representative
Molina Healthcare
11.2022 - 06.2023
Customer Service Representative
Webhelp Americas
03.2021 - 10.2022
Customer Service Representative
Accenture
01.2020 - 02.2021
Customer Service Representative
United Healthcare
11.2017 - 12.2019
Associate of Applied Science - Child Development
Houston Community College