Destiny Diaz
Kissimmee,FL
Summary
Detail-oriented healthcare professional with over four years of remote work experience supporting patients and providers in virtual environments. Experienced in appointment scheduling, referral coordination, EMR documentation, and insurance verification. Skilled in managing provider calendars, reviewing patient charts for accurate appointment placement, and maintaining HIPAA compliance. Recognized for strong communication skills, attention to detail, and the ability to work independently while meeting productivity and accuracy standards.
Overview
9
9
years of professional experience
Work History
Scheduling Coordinator
Orlando Health
Orlando, FL
06.2023 - Current
- Coordinate and schedule patient appointments for primary care and specialty providers .
- Review patients charts to ensure appropriate appointment type and provider selection
- Verify insurance and referral requirements prior to scheduling
- Communicate appointment details , preparation instructions and follow up information to patients
- Maintain accurate documentation in EPIC (EMR) system
- Manage high call volumes while maintaining professional and accuracy
- Process and manage incoming referrals including transcription and coordination with external offices
- Confirm insurance eligibility and obtain necessary authorizations
- Reschedule and adjust appointments based on provider availability and patient needs
- Maintained HIPPA compliance and protected confidential patient information in a remote setting
Healthcare Customer Service Representative
Conduent
Orlando, FL
11.2022 - 04.2023
- Provided remote support to members regarding HCFSA, DCFSA , HRA and commuter benefit accounts, explaining eligibility, claims processing , and account balances .
- Managed high volume inbound calls from a home office environment while meeting productivity, quality and compliance metrics
- Utilized Salesforce to document detailed call notes , update member accounts and create cases for issue resolution and follow up
- Operated Finesse call management system to track call activity , manage queues and maintain performance standards
- Accessed secure systems through VMware to effectively navigate multiple platforms simultaneously
- Researched and resolved claims discrepancies and reimbursement issues with accuracy and attention to detail
- Maintained HIPPA compliance and protected member information in a remote setting
Attendant
Loews Hotels at Universal Orlando
Orlando, FL
07.2019 - 07.2020
- Provided front desk customer service , including operating the cash register and processing guest payments
- Assigned lanes and accurately managed lane timing and usage
- Distributed bowling shoes and ensured proper sizing and sanitation procedures
- Delivered food and beverages directly to lanes while maintaining a positive guest experience
- Retrieved bowling balls from lanes and organized them on racks for safety and efficiency
- Maintained cleanliness of lanes, seating areas and equipment to ensure safe and welcoming environment
Activations Agent
Holiday Inn Club Vacations
Orlando, FL
07.2019 - 09.2019
- Conducted high-volume outbound calls from a remote work environment to customers who previously purchased vacation packages
- Scheduled resort stays and coordinated timeshare presentation appointments for prospective buyers
- Verified package eligibility, travel requirements, and promotional terms prior to confirming appointments
- Navigated multiple systems simultaneously to document call notes , update customer accounts, and confirm bookings
- Maintained daily call quotas, booking targets , and performance metrics in a virtual call center setting
- Utilized persuasive communication techniques to increase appointment attendance and package activation rates
- Ensured accurate documentation and follow-up to support teams success
Customer Service Associate
Wawa
Orlando, FL
09.2018 - 07.2019
- Prepared made to order deli items in a fast paced , high volume environment while maintaining food safety and quality standards
- Prepared specialty beverages, coffee , and fountains drinks while ensuring cleanliness of beverage stations
- Operated cash register , processed customer transactions accurately and handled cash responsibly
- Stocked merchandise, replenished inventory and maintained organized product displays
Line Cook
Huey Magoos
Orlando, FL
07.2017 - 12.2017
- Operated cash register , processed customer transactions accurately and handled cash responsibly
- Prepared food and cooked menu items according to standardized recipes and presentation guidelines
- Managed multiple stations during high volume service while maintaining speed and accuracy
- Prepped ingredients, portioned food , and ensured proper food storage and rotation
- Maintained strict adherence to food safety and sanitation standards
- Assisted with catering orders and large volume meal preparation
Education
High school or equivalent - undefined
Skills
Remote Call Center Operations
High-Volume Inbound & Outbound Call Handling
Multi System Navigation (Salesforce , Finesse , VMware , EMR)
CRM Documentation & Case Management
Benefits & Claims Support (HCFSA, DCFSA, HRA , Commuter)
Appointment Scheduling & Calendar Coordination
Referral Processing & Insurance Verification
HIPAA Compliance & Secure Data Handling
Date Entry Accuracy
Professional Written & Verbal Communication
Timeline
Scheduling Coordinator
Orlando Health
06.2023 - Current
Healthcare Customer Service Representative
Conduent
11.2022 - 04.2023
Attendant
Loews Hotels at Universal Orlando
07.2019 - 07.2020
Activations Agent
Holiday Inn Club Vacations
07.2019 - 09.2019
Customer Service Associate
Wawa
09.2018 - 07.2019
Line Cook
Huey Magoos
07.2017 - 12.2017