Phylicia Gillespie
Raleigh,NC
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
6
6
years of professional experience
Work History
Senior Patient Access Specialist
McKesson
11.2025 - 10.2026
- Processed pharmacy and medical insurance claims to ensure timely reimbursement and patient support
- Verified patient demographics, insurance eligibility, and coverage details to support accurate access workflows.
- Maintained positive score on quality assurance with each call
- Provided resolutions for a variety of issues
- Utilized excel to track, document, and update cases
- Achieved consistent positive scores on quality assurance metrics, reflecting dedication to service excellence
- Used excel to track, document, and update cases
- Coordinated prior authorization, referrals, and benefit investigations to reduce scheduling and registration delays.
Partner Support Representative
PayBright
01.2025 - 09.2025
- Provide exceptional client service via phone, email, and chat, ensuring timely and accurate resolution of inquiries.
- Manage ticket queues, documented support efforts, and prioritized tasks to meet deadlines Resolve customer issues related to billing, account management, and technical troubleshooting Collaborate with cross-functional teams to address complex concerns and improve processesMaintain organized systems for task management and documentation Demonstrate strong verbal and written communication skills and a commitment to quality customer service
- Resolved customer and merchant inquiries regarding payment plans, billing, refunds, and account access.
- Investigated escalated tickets using CRM and ticketing systems to ensure accurate, timely case resolution.
- Explained installment schedules, authorization issues, and repayment options with clear, compliant communication.
Customer Service Representative
LCI Industries
05.2024 - 12.2024
- Managed customer inquiries, provided answers, and resolved issues promptly to enhance customer satisfaction
- Coordinated end-to-end supply chain processes, including shipment tracking, scheduling, and delivery confirmation.
- Collaborated with carriers, vendors, and internal teams to streamline logistics operations and minimize delays, utilizing Microsoft AX for order processing and shipment tracking
Customer Service Representative
CustomerHD
12.2023 - 04.2024
- Engaged with clients in a call center environmentReview and analyze client accounts for FSA and HSA accounts for businesses and companiesAssisted clients with analyzing account balances, contributions and depositsProcessed claims and card orders with clients using Sales ForceResolved any ongoing issues with the accountAnswered over 64 calls per shift, addressing client needs and resolving inquiries efficiently
- Resolved customer inquiries through phone and email while maintaining accurate case documentation
- Coordinated order status updates, shipment changes, and follow-up communication with internal departments
- Tracked complaints, returns, and warranty issues to ensure timely resolution and policy compliance
Collections Agent
Revco Solutions
04.2023 - 11.2023
- Worked in call center environment handling manual and automatically dialed outbound and inbound callsAssisted debtors with payment options and arranged installment agreements to facilitate timely debt resolution.Processed payments and applied them to customer balancesAchieved performance goals on consistent basisProvided exceptional customer service to patients,answering questions and addressing concernsUsed EPIC softwareResolved billing inquiries and disputes in timely fashion.
- Negotiated payment arrangements and resolved delinquent accounts while maintaining professional customer communication.
- Reviewed account histories to identify disputes, insurance issues, and payoff opportunities.
- Applied collection policies accurately to maintain compliance with federal and client requirements.
Customer Service Advocate
Fidelity Investments
11.2022 - 04.2023
- Answered incoming calls to assist customers with account balances and financial resources, educating them on options to accommodate their financial needs. Communicated with customers to assess individual needs and provided timely support via internal systems to enhance overall customer experience.Updated account information to maintain customer recordsResponded to customer inquiries and suggestions with professionalism, ensuring satisfaction and fostering positive relationships.
- Processed account maintenance requests, including address changes, beneficiary updates, and transaction support.
- Educated clients on online account access, digital tools, and self-service account features.
Patient Scheduler
Duke Health
04.2021 - 12.2021
- Worked as a health access specialist scheduler for Duke health patientsManaged appointment scheduling for patients within the Neurology department, facilitating efficient care delivery.Faxed, edited, and filed referrals to maintain accurate patient records and streamline referral processAssisted patients with any questions regarding upcoming appointments within the Neurology departmentVerified patient insurance eligibility and entered patient information into the systemFollowed document protocols to safeguard confidentiality of patient records.
- Verified insurance coverage and authorization requirements before scheduling procedures and follow-up visits.
- Resolved scheduling conflicts by balancing referral urgency, provider availability, and patient needs.
Education
Bachelor of Arts - Psychology
North Carolina Agricultural And Technical State University
Greensboro, NC05.2022
High School Diploma - International Baccalaureate Program
Hillside High school
Durham, NC06.2017
Skills
- Insurance verification
- Insurance authorizations
- Appointment scheduling
- Claims processing
- Data entry
- Microsoft excel
- Microsoft applications
- Customer service
- Patient outreach
- HIPAA compliance
- Time management
- Critical thinking
- Problem-solving
- Adaptable
- Communication skills
Timeline
Senior Patient Access Specialist
McKesson
11.2025 - 10.2026
Partner Support Representative
PayBright
01.2025 - 09.2025
Customer Service Representative
LCI Industries
05.2024 - 12.2024
Customer Service Representative
CustomerHD
12.2023 - 04.2024
Collections Agent
Revco Solutions
04.2023 - 11.2023
Customer Service Advocate
Fidelity Investments
11.2022 - 04.2023
Patient Scheduler
Duke Health
04.2021 - 12.2021
High School Diploma - International Baccalaureate Program
Hillside High school
Bachelor of Arts - Psychology
North Carolina Agricultural And Technical State University