Destiny Roberson
Spring,TX
Summary
Reliable and enthusiastic with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments.
Overview
8
8
years of professional experience
Work History
Patient Access Representative
Memorial Hermann
11.2023 - Current
- Provide excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process
- Scheduling for over 100 providers
- Answered phone calls and answered questions from potential patients
- Managed high call volume while maintaining professionalism and accuracy when gathering patient information for appointment bookings
- Maintaining a 99% metrics while working from home
- Verifying patients insurance via Epic and Availity
- Making sure patients are scheduled correctly to avoid any errors
- Documenting and handling patients demographics and insurance information or if they’re self pay
- Going over my colleagues scheduled appointments before the office can catch them
Lead Front Desk Receptionist
Surgical Group of The Woodlands
01.2022 - 11.2023
- Pulling New Patient Paperwork
- Check online insurance verification
- Check Patients Deductibles/ Co- Insurance / Out of pocket fees
- Scan ID’s and Insurance cards
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcome patients to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Greeted incoming patients and verified paperwork to manage smooth intake processes.
- Pulled and organized requested documentation.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Collecting co pays
- Collecting surgical cost
- Scan in new patient paperwork
- Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Medical Records Clerk
Veterans Evaluation Services
05.2021 - 02.2022
- Scanned incoming documentation.
- Pulled patient charts for upcoming appointments.
- Consolidated diverse medical records.
- Supported administration staff with records requests to support patient care.
- Scanned and validated medical records for upload.
- Generated medical record invoices for requestors.
Health Care Representative
United Healthcare
08.2019 - 01.2020
- Verified patient demographics and insurance information in electronic system.
- Maintained customer accounts and information in electronic reporting system.
- Performed pre-registration and registration process for patients in healthcare setting.
- Collected patient responsibility estimate determined by insurance at pre-registration.
- Processed telephone calls and triaged problems in accordance with company standards and policies.
Call Center Representative
Champions Energy
07.2017 - 08.2019
- Maintained strong call control and quickly worked through scripts to address problems.
- Consulted with customers to resolve service and billing issues.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Some College (No Degree) - Dental Hygiene
Lone Star College System
Spring, TXSome College (No Degree) - Education
The University of Texas At San Antonio
San Antonio, TXSkills
- Epic
- Athena
- eClinical Works
- Availity
- HIPAA
- Customer Service
- Problem Solving
- Payments
- Listening skills
- Appointment confirmation
- Medical Records
- Medical Terminology
Education and Training
false,true
Timeline
Patient Access Representative
Memorial Hermann
11.2023 - Current
Lead Front Desk Receptionist
Surgical Group of The Woodlands
01.2022 - 11.2023
Medical Records Clerk
Veterans Evaluation Services
05.2021 - 02.2022
Health Care Representative
United Healthcare
08.2019 - 01.2020
Call Center Representative
Champions Energy
07.2017 - 08.2019
Some College (No Degree) - Dental Hygiene
Lone Star College System
Some College (No Degree) - Education
The University of Texas At San Antonio
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