Destiny Richburg
Orlando
Summary
Healthcare professional with proven track record in managing front-desk operations, patient scheduling, and medical records. Known for collaborative approach and achieving efficient office workflows, adapting to changing needs with ease. Skilled in patient communication, appointment coordination, and administrative support.
Overview
15
15
years of professional experience
Work History
Medical Receptionist
AdventHealth MedicalGroup
11.2022 - Current
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
Prior Authorization Specialist
Accredo Health Group
09.2020 - 10.2022
- Managed a high volume of incoming calls, maintaining professionalism while effectively addressing the needs of callers seeking assistance with prior authorizations.
- Coordinated with billing department to resolve discrepancies related to denied claims due to incomplete or incorrect prior authorizations.
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive patient information.
- Verified eligibility and compliance with authorization requirements for service providers.
- Processed new medication and refill requests for authorization.
- Tracked referral submission during facilitation of prior authorization issuance.
Senior Customer Service Associate
OptumRx/United Health Care
12.2016 - 07.2020
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced medication errors through rigorous adherence to pharmacy protocols and continuous staff training.
- Answered customer phone calls to address questions and provide assistance with prescriptions.
Manager
McDonald's
04.2010 - 07.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
Associate of Science - Nursing
Seminole State College of Florida
Sanford, FLSkills
- Microsoft Office
- Microsoft Word
- Microsoft Outlook
- Microsoft Powerpoint
- Internet Research
- Customer Service
- Management Experience
- Microsoft Windows
- Troubleshooting
- Help Desk
- HCPCS
- Insurance Verification
- Medical Scheduling
- CPT Coding
- Medical Billing
- ICD Coding
- Insurance verification
- HIPAA guidelines
- Appointment management
- Reminder calls
- Co-payment collection
- Data entry
Assessments
Customer Focus & Orientation, Expert, 01/01/20, Responding to customer situations with sensitivity
Personal Information
Authorized To Work: US
Timeline
Medical Receptionist
AdventHealth MedicalGroup
11.2022 - Current
Prior Authorization Specialist
Accredo Health Group
09.2020 - 10.2022
Senior Customer Service Associate
OptumRx/United Health Care
12.2016 - 07.2020
Manager
McDonald's
04.2010 - 07.2016
Associate of Science - Nursing
Seminole State College of Florida
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