Julie DeLeon
PDS Health
Forth Worth,Texas
13
years of professional experience
Experienced PDS Health team member with 3+ years of experience in customer support, healthcare operations, quality, process improvement, and Service Desk support. I currently help team members with basic IT issues, including Epic access, passwords, troubleshooting, and ServiceNow tickets. I'm a quick learner, good at solving problems, and comfortable helping people while juggling multiple priorities. I'm looking to take the next step in my career by moving into a dedicated Service Desk role with PDS Health.
Work History
Contact Center Process Improvement Analyst
3 Years 7 Months- Provide first-level technical support to PDS Health team members through the Service Desk, assisting with basic technical issues, password support, Epic access and account unblocking.
- Monitor Service Desk requests and assist users by phone, troubleshooting issues within established procedures and escalating complex concerns to IT when additional technical support is required.
- Support users in a healthcare environment while maintaining confidentiality, professionalism, and a customer - focused approach.
- Analyze and audit patient interactions and workflows to identify errors, inconsistencies, and opportunities for process improvement.
- Serve as a subject matter resource for Contact Center quality standards and assist with training, coaching, and knowledge transfer.
- Provide operational support to approximately 84 clinical offices, maintaining office information, addressing workflow concerns, and coordinating updates.
- Manage multiple priorities simultaneously, including Service Desk support, quality evaluations, office audits, OnBase medical indexing, and office support activities.
Front Desk/ Office Coordinator
4 Years 11 Months- Coordinated schedules for residential and commercial moves, ensuring timely customer appointments.
- Prepared and printed work orders with accurate job information.
- Processed customer payments and maintained accurate transaction records.
- Prepared and distributed next - day routes and assignments to moving crews.
- Assisted customers with scheduling questions and service concerns.
- Coordinated daily office operations and managed multiple priorities.
Insurance Agent
3 Years 11 Months- Assisted clients with insurance policy questions, clarified coverage options, and addressed account needs to ensure client satisfaction.
- Reviewed customer information and insurance requirements to help identify appropriate coverage options.
- Processed payments and maintained accurate customer and policy records.
- Communicated policy information clearly and professionally while protecting confidential customer information.
- Managed multiple customer requests while maintaining accuracy and attention to detail.
- Worked within insurance policies, procedures, and regulatory requirements.
Education
High School Diploma
Skills
Technical Support
ServiceNow ticketing
Career Progression
Healthcare Experience - Experience working with PDS office
employees
and clinical teams across multiple locations.
Workflow analysis
Problem Solving - Good at figuring out issues
finding errors
and knowing when something needs to be escalated.
Phone support
Priority Management
Timeline
Contact Center Process Improvement Analyst
PDS Health
01.2023 - CurrentRead More
Front Desk/ Office Coordinator
Ameritex Moving Company
01.2018 - 12.2022Read More
Insurance Agent
North Dallas Commercial Insurance
01.2014 - 12.2017Read More
Macarthur High School
High School Diploma
Read More