Summary
Education
Overview
Work History
Skills
Timeline
Generic

Destiny White

Memphis,TN

Summary

Dynamic and results-oriented professional with over 5+ years of experience in customer service and healthcare support. Proven expertise in issue resolution, patient advocacy, and team management within fast-paced environments. Demonstrated ability to enhance customer satisfaction through effective communication and relationship-building skills. Proficient in billing processes, claims management, and healthcare regulations, with a strong background in utilizing Salesforce and Oracle EnterpriseOne to optimize operational efficiency. Committed to delivering exceptional service and improving patient experiences across various healthcare settings.

Education

High School Diploma -

Bolton High School
Arlington
05.2016

Overview

8
8
years of professional experience

Work History

Remote Billing and Collections Representative

DHL
10.2021 - Current
  • Executed the scheduling and rescheduling of orders while ensuring billing accuracy, which involved verifying charges and addressing any discrepancies to maintain financial integrity and customer trust.
  • Oversaw the entire invoicing lifecycle, from generation to distribution, ensuring timely delivery of invoices and meticulous tracking of accounts receivable to optimize cash flow and reduce outstanding balances.
  • Developed and implemented effective collections strategies, proactively contacting clients regarding overdue payments and negotiating flexible payment plans to facilitate timely resolution of outstanding accounts.
  • Analyzed billing data and collection trends to identify areas for improvement, leveraging insights to enhance collection processes and reduce the average days sales outstanding (DSO) significantly.
  • Built and maintained strong relationships with clients by providing detailed explanations of billing statements and resolving inquiries efficiently, which directly contributed to increased customer satisfaction and retention in billing operations.

Hybrid Remote Lead Client Experience Representative

Amazon
06.2020 - 10.2021
  • Managed high-volume customer interactions, efficiently addressing inquiries and resolving issues to maintain service levels and ensure a seamless customer experience.
  • Implemented strategies to optimize call handling processes, reducing average wait times by 20% and improving overall customer satisfaction during peak periods.
  • Analyzed call data to identify trends and patterns, providing actionable insights that informed staffing decisions and enhanced team performance during busy times.
  • Trained team members on best practices for managing high call volumes, focusing on effective communication and problem-solving techniques to improve resolution rates.
  • Developed and maintained a robust escalation process for complex customer issues, ensuring timely resolution while balancing call flow and service quality in a fast-paced environment.

Hybrid Remote Customer Care Representative

Walgreens
02.2018 - 05.2020
  • Provided exceptional customer service in a fast-paced pharmacy environment, assisting patients with prescription inquiries, medication information, and healthcare services to promote patient safety and satisfaction.
  • Educated customers on the proper use of medications and health products, ensuring they understood dosage instructions and potential side effects to support informed decision-making.
  • Collaborated with pharmacists and healthcare professionals to resolve prescription-related issues, facilitating timely medication fulfillment and enhancing the overall pharmacy experience for patients.
  • Handled high-volume customer interactions, efficiently addressing a wide range of inquiries related to pharmacy services, insurance coverage, and health programs while maintaining compliance with healthcare regulations.
  • Utilized customer feedback to identify service improvement opportunities, contributing to the development of training materials that enhanced team knowledge of pharmacy practices and healthcare initiatives.

Patient Services Support Specialist

IQor
10.2017 - 02.2018
  • Managed patient inquiries related to healthcare insurance coverage, benefits, and claims processing, providing clear and accurate information to facilitate understanding and resolution of issues.
  • Assisted patients in navigating the complexities of insurance claims, ensuring timely submission and follow-up to maximize reimbursement rates and minimize delays in care.
  • Collaborated with insurance providers to verify patient eligibility and resolve claim discrepancies, enhancing the overall patient experience and ensuring compliance with healthcare regulations.
  • Utilized electronic health record (EHR) systems to document patient interactions and claims status updates, contributing to efficient tracking and management of healthcare services.
  • Developed and maintained comprehensive knowledge of various healthcare plans and policies, enabling effective communication with patients regarding their coverage options and out-of-pocket expenses.

Skills

  • Customer Service Excellence
  • Issue Resolution
  • Team Management
  • Strong Communication Skills
  • Time Management
  • Billing Accuracy
  • Collections Strategies
  • Salesforce Proficiency
  • Oracle EnterpriseOne Knowledge
  • Data Analysis
  • Financial Integrity
  • Relationship Building
  • Process Improvement
  • Call Handling Optimization
  • Training and Development
  • Medical Terminology
  • Patient Assessment
  • Care Coordination
  • HIPAA Compliance
  • Claims Processing
  • Health Insurance Knowledge
  • Patient Advocacy
  • Medication Administration Protocols
  • EHR Systems Proficiency
  • Quality Assurance in Healthcare
  • Conflict Resolution in Patient Care
  • Patient Education
  • Healthcare Regulations Compliance
  • Claims Denial Management
  • Risk Management in Healthcare
  • Telehealth Services

Timeline

Remote Billing and Collections Representative

DHL
10.2021 - Current

Hybrid Remote Lead Client Experience Representative

Amazon
06.2020 - 10.2021

Hybrid Remote Customer Care Representative

Walgreens
02.2018 - 05.2020

Patient Services Support Specialist

IQor
10.2017 - 02.2018

High School Diploma -

Bolton High School

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Destiny White