Doneè Huguley
Villa Rica
Summary
Detail-oriented professional with extensive experience in patient registration and customer service, skilled in conflict resolution and effective communication. Proven ability to manage inbound and outbound calls, maintain HIPAA compliance, and collaborate with healthcare teams. Seeking to leverage strong organizational skills and healthcare systems knowledge as a Patient Access Representative to support and enhance patient care.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
TSYS/Global Pay
Remote
09.2024 - Current
- Managed multiple client requirements and guidelines.
- Maintained professional relationships with client contacts to ensure top-notch customer service.
- Submitted requests to the proper department to prevent reoccurring issues, recommending process and procedure improvements.
- Handled customer inquiries and complaints in a professional and courteous manner.
- Assisted with adding insurance information.
- Took payments.
- Set up payment arrangements.
- Provided excellent customer service.
- Maintained quality control standards, seeking new ways to improve customer service.
- Assisted customers in navigating the company website and placing orders online, troubleshooting any technical issues.
- Answered phone calls and chats with helpful information on how to resolve issues the customer is currently experiencing.
- Received numerous customer service awards with respect to quality and accuracy, high turnover rates, and increased customer renewals.
- Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner.
- Resolved product and service challenges by researching customer complaints and following up to ensure satisfactory resolutions.
- Consistently met or exceeded the monthly customer service KPIs set by the company.
Patient Access Representative
Hummingbird Healthcare
Remote
05.2025 - 11.2025
- Ensured compliance with all HIPAA regulations regarding patient privacy and confidentiality.
- Registered patients by obtaining necessary and accurate financial and demographic information.
- Provided excellent customer service to patients and their families.
- Created new patient charts to include personal and insurance information and reason for visit.
- Provided excellent customer service to patients and healthcare professionals while managing patient scheduling and registration.
- Demonstrated strong organizational skills by accurately entering patient information into the electronic health record system.
- Monitored incoming calls from patients, physicians, or other healthcare providers while providing timely responses.
- Collaborated with other departments within the organization to coordinate care for each patient's needs.
- Maintained knowledge of current medical terminology and coding standards for accurate data entry.
- Provided support to staff members regarding their schedules or any changes that need to be made.
- Assisted with customer service initiatives to increase customer satisfaction.
- Resolved customer complaints in a professional and timely manner.
- Provided timely follow-up to ensure customer satisfaction.
- Investigated and resolved customer complaints in a timely and efficient manner.
- Assisted customers with account setup and product activation.
- Maintained customer loyalty by providing exceptional customer service.
- Analyzed customer feedback and identified areas of improvement in customer service.
- Assisted customers with product selection and troubleshooting.
- Utilized active listening skills to understand customer needs and recommend appropriate solutions, leading to a 100% increase in customer retention rate.
Customer Service Representative
Phoenix Workforce/HSI Financial
Remote
04.2024 - 10.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Managed patient registration and intake processes for diverse healthcare services.
- Coordinated communication between patients, medical staff, and insurance providers.
- Assisted patients with billing inquiries and payment options in a professional manner.
- Utilized electronic health record systems to maintain accurate patient information.
- Applied HIPAA privacy and security regulations while handling patient information.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Created reports on patient demographics, billing activities, and other related topics as requested by management.
- Verified patient information through insurance eligibility checks.
Customer Service Representative
Paypal
Remote
11.2021 - 03.2024
- Assisted customers with inquiries related to payment processing and account management.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Managed high volumes of inbound calls while maintaining quality service standards.
- Collaborated with team members to enhance customer satisfaction and service efficiency.
- Provided product information to customers, guiding them through service options available.
- Educated clients on new features and processes to improve user experience and engagement.
- Trained new staff on customer service protocols and company policies for consistency.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Patient Access Representative
Tanner Medical Center
Carrollton
11.2016 - 09.2022
- Managed patient access services for a large healthcare system, including patient registration, authorization, and eligibility verification.
- Ensured accurate and timely collection of patient financial information.
- Created and maintained patient records in accordance with HIPAA regulations.
- Played a key role in onboarding new team members, providing training and support to ensure quick integration into the team.
- Assisted in the development and implementation of patient access policies and procedures.
- Ensured accuracy of patient information in the system.
- Verified patient eligibility and benefits in accordance with payer regulations.
- Assisted with scheduling, pre-registration, and authorization of patient visits.
- Demonstrated problem-solving skills by resolving billing discrepancies and ensuring timely payment processing.
- Processed patient referrals and authorizations in a timely manner.
- Assisted in training staff on best practices for patient registration and insurance verification procedures.
- Collaborated with medical staff to streamline patient check-in process, resulting in a 15% decrease in administrative errors.
Patient Associate
Tanner Medical Center
Carrollton
08.2012 - 11.2016
- Supported patient care through effective communication with healthcare teams.
- Cleaned and sanitized patient rooms following strict health and safety protocols.
- Maintained inventory of cleaning supplies and reported shortages to management.
- Collaborated with team members to ensure timely completion of cleaning tasks.
- Responded promptly to special cleaning requests from staff or patients.
- Assisted in training new staff on proper cleaning techniques and safety practices.
- Conducted routine inspections of areas to uphold cleanliness standards and compliance.
- Performed daily cleaning tasks such as dusting, mopping floors, vacuuming carpets, emptying wastebaskets, scrubbing toilets and sinks.
- Cleaned and maintained all patient rooms, bathrooms, corridors, offices and other assigned areas according to established procedures.
- Sanitized patient rooms after discharge using appropriate chemicals and supplies.
- Demonstrated excellent customer service skills while interacting with guests and staff members.
Cashier
Burger King
Anniston
03.2005 - 02.2012
- Operated cash register and processed customer transactions efficiently.
- Prepared and maintained a clean, organized dining area for customers.
- Assisted in training new cashiers on procedures and customer service standards.
- Engaged with customers to ensure satisfaction and address inquiries promptly.
- Managed inventory levels and restocked supplies as needed throughout shifts.
- Collaborated with team members to maintain a smooth workflow during peak hours.
- Handled cash discrepancies by following established protocols for reporting issues.
- Complied with health and safety regulations to ensure a safe work environment.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
Education
Bachelor of Arts - Psychology Candidate
Southern New Hampshire University
Bachelor of Arts - Psychology
Talladega College
Talladega, AlHigh School Diploma -
Anniston High School
Anniston, AlSkills
- HIPAA compliance
- Phone and email etiquette
- Patient registration
- Registration and admissions
- Appointment scheduling
- Patient check-in
- Quality assurance
- Strong empathy
- Insurance verification
- Insurance billing
- Eligibility determination
- Medical terminology
- Team collaboration
- Healthcare systems navigation
- EMR updating
- Medical billing
- Information collection
- Customer follow-up
- Verbal and written communication
- Data entry
- Policy understanding
- Caring and empathetic
- Active listening
- Critical thinking
- Problem-solving
- Call center experience
- Customer relationship management (CRM)
- De-escalation techniques
- CRM software
- Conflict resolution
- Customer-oriented
- Excellent multi-tasker
- Organized
- Inbound Calls
- Problem Solving
- Call Handling
- Training & Development
- Outbound Calls
- Engaging personality
- Hardworking
- Proven leader
- Reliable and punctual
- Neat, clean and professional appearance
- Committed team player
- Courteous, professional demeanor
- Active Listening
- Communication Skills
- Product Knowledge
- Time Management
- Effective Communication
- Clerical
- Microsoft Office
- Computer Suave
- Attention to Detail
- Phone Etiquette
- Call Center
Timeline
Patient Access Representative
Hummingbird Healthcare
05.2025 - 11.2025
Customer Service Representative
TSYS/Global Pay
09.2024 - Current
Customer Service Representative
Phoenix Workforce/HSI Financial
04.2024 - 10.2024
Customer Service Representative
Paypal
11.2021 - 03.2024
Patient Access Representative
Tanner Medical Center
11.2016 - 09.2022
Patient Associate
Tanner Medical Center
08.2012 - 11.2016
Cashier
Burger King
03.2005 - 02.2012
Bachelor of Arts - Psychology Candidate
Southern New Hampshire University
Bachelor of Arts - Psychology
Talladega College
High School Diploma -
Anniston High School