LaDestene Herndon
Atlanta,GA
Summary
“LaDestene Herndon, CRCR – Patient Access & Revenue Cycle Specialist”
Patient Access Specialist for over 2 + years with hands-on experience supporting hospital front-end operations, insurance verification, Medicaid processing, and revenue cycle workflows. Recognized for exceptional patient engagement, high data accuracy, and the ability to resolve complex claims and registration issues in high-volume healthcare environments. CRCR-certified professional with a strong foundation in compliance, billing integrity, scheduling and patient financial services. Serving the community with exceptional services while handling each patient with care and love.
Overview
10
10
years of professional experience
2023
2023
years of post-secondary education
Work History
Patient Access Specialist
Wellstar Cobb Hospital
07.2023 - Current
- Registered over 100 patients daily, ensuring accurate data entry and patient understanding.
- Verified accuracy of demographic, insurance, and financial information while ensuring patient comprehension of financial responsibilities.
- I support reimbursement, claims resolution, and revenue cycle performance on a daily.
- Collaborated with physicians and office staff to streamline scheduling, pre-admissions, and Medicaid processes, resolving discrepancies in claims and patient work queues to improve workflow.
- Managed incoming phone inquiries efficiently, ensuring all requests were addressed and fulfilled promptly.
- Cultivated positive relationships with management, patients, and medical professionals, managing challenging interactions with professionalism.
- Delivered exceptional guest experiences by greeting all visitors with warmth and professionalism.
- Safeguarded patient valuables through secure handling and storage within hospital safe protocols.
- Ensured accuracy in data entry skills to support operational efficiency and patient information integrity.
- Maintained a polished and professional appearance in accordance with departmental and hospital dress standards.
Customer Experience Specialist (Remote)
Nelnet
12.2017 - 10.2022
- • Processed customer service requests via phone support and email support
- • Processed high-volume patient/customer inquiries via phone and email while maintaining 99% documentation accuracy.
- • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- • Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- • Documented customer correspondence in CRM to ensure accurate tracking of requests, problems, and solutions.
- • Enhanced CRM functionality by implementing up-to-date tools (i.e., workflows, triggers) for improved user experience.
- • Analyzed and updated all necessary changes to Salesforce software
- • Audited internal data and processes to identify and manage initiatives, improving business performance.
- • Identified key metrics and models to address trends and improve decision-making.
- • Worked with internal teams to understand business needs and changing strategies
- • Cross-trained in multiple departments to understand company needs and facilitate training for new employees.
Customer Service Representative (REMOTE)
Amazon
09.2015 - 10.2017
- • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- • Assisted customers with making payments or establishing payment plans to bring accounts current.
- • Upheld quality control policies and procedures to increase customer satisfaction.
- • Documented customer correspondence in CRM to track requests, problems, and solutions.
- • Relayed customer feedback to cross-functional teams to improve products and services
- • Trained new hires on products and services, best practices and protocols to reduce process gaps.
- • Collaborated with internal teams to support evolving business strategies and customer needs.
Education
Bachelor of Science - Education Administration
Alcorn State University
Lorman, MSSkills
- Great Leadership
- Call Documentation
- Creative Problem Solving
- Understanding Customer Needs
- Patient Registration & Check-In
- Insurance Verification & Eligibility
- Medicaid Processing
- Revenue Cycle Management
- HIPAA Compliance
- Claims & DNB WorkQueues
- Pre-Admissions & Scheduling
- Electronic Health Records (EHR)
- Salesforce / CRM Systems
- Patient Financial Services
- Billing & Payment Processing
- High-Volume Data Entry
- Microsoft Office (Excel, Word, Outlook)
Certified Revenue Cycle Representative
The CRCR (Certified Revenue Cycle Representative) certification, offered by the HFMA is a national credential for healthcare professionals validating expertise across the entire patient financial journey, from registration to payment, focusing on best practices, patient experience, compliance, and improved cash flow
Timeline
Patient Access Specialist
Wellstar Cobb Hospital
07.2023 - Current
Customer Experience Specialist (Remote)
Nelnet
12.2017 - 10.2022
Customer Service Representative (REMOTE)
Amazon
09.2015 - 10.2017
Bachelor of Science - Education Administration
Alcorn State University