Destanie Wells
Birmingham
Summary
Detail-oriented, customer-focused and compassionate healthcare professional with experience in patient registration, pre-admission, and surgical scheduling also, healthcare insurance support, call center operations and member services. Skilled in verifying insurance, obtaining authorizations, and preparing accurate medical documentation. Handling high call volumes, resolving complex insurance inquiries, and delivering compassionate support to members and providers. Knowledgeable in claims processing, benefits verification and HIPAA compliance.
Overview
8
8
years of professional experience
Work History
Patient Access Representative
Complete Health
11.2025 - Current
- Registered patients accurately by verifying demographics, insurance, and eligibility
- Scheduled appointments and coordinated referrals across departments
- Collected copays, explained financial responsibilities, and answered billing questions
- Processed prior authorizations and ensured financial clearance before services
- Maintained accurate patient records in EHR systems
- Delivered compassionate customer service while managing high patient volume
- Followed HIPAA and organizational compliance standards
Customer Service Representative II
Blue Cross Blue Shield Alabama
01.2024 - 08.2025
- Answer inbound calls from members and providers, assisting with benefit questions, claim status, and coverage details.
- Resolved complex billing and claims issues by coordinating with internal departments.
- Educated members on healthcare plans, preventive care benefits, and cost-saving options.
- Maintained accurate records of all interactions in CRM and met performance metrics such as call quality, handle time, and customer satisfaction.
- Consistently achieved 92% customer satisfaction ratings by delivering clear and empathetic services.
Medical Registrar
DCH Regional Hospital
11.2020 - 07.2023
- Registered patients for outpatient and same-day surgical procedures, ensuring all demographic and insurance information was accurate.
- Verified insurance eligibility and obtained pre-authorizations to minimize delays on surgery day.
- Prepared and reviewed pre-admissions documentation, including consent forms and medical records.
- Collaborated with surgical teams to confirm schedules, operating room availability, and patient readiness.
- Educated patients and families about registration requirements, financial responsibility, and surgery check-in processes.
- Maintained strict HIPAA compliance while handling sensitive patient information.
Patient Relations Coordinator
American Family Care, Inc
01.2018 - 11.2020
- Registered and scheduled patients for appointments, ensuring accurate demographic and insurance information.
- Verified insurance eligibility and obtained prior authorizations to minimize patient delays.
- Handled inbound and outbound calls, assisting patients with scheduling, cancellations and rescheduling needs.
- Maintained HIPAA compliance while managing confidential patient records.
- Collaborated with physicians, nurses and administrative staff to streamline patient flow and reduce wait time.
Education
Associate of Applied Science - Office Administration/Administrative Studies
Lawson State Community College
Birmingham, AL05-2028
High School Diploma -
Central High School
Tuscaloosa, AL05-2010
Skills
- Patient Registration & Scheduling
- EMR/EHR Systems
- Insurance Verification & Authorization
- HIPAA Compliance & Confidential Record Management
- Multi-line Phone Systems & Call Center Support
- Data Entry & Medical Records Management
- Customer Service & Communication
- Pre-Admission & Patient Intake
- Healthcare Insurance Customer Support
- Benefits & Claims Resolution
- Member Enrollment & Eligibility Verification
- Problem-Solving & Conflict Resolution
Timeline
Patient Access Representative
Complete Health
11.2025 - Current
Customer Service Representative II
Blue Cross Blue Shield Alabama
01.2024 - 08.2025
Medical Registrar
DCH Regional Hospital
11.2020 - 07.2023
Patient Relations Coordinator
American Family Care, Inc
01.2018 - 11.2020
Associate of Applied Science - Office Administration/Administrative Studies
Lawson State Community College
High School Diploma -
Central High School