Phyllis White
Kansas City,MO
Overview
11
11
years of professional experience
1
1
Certification
Work History
Medical Assistant
Work Way Agency: Baylor Scott and White Health
07.2022 - 02.2023
- Team member on the Patient Engagement Team to handle incoming calls assisting patients inquiring about primary care providers and other medical specialties
- Met and maintained Service Quality performance requirement of 92%
- Maintained and exceeded daily adherence requirements of 85%
- Scheduled patients for educational classes and hospital tours
- Utilized Citrix/EPIC, Engage Agenda CRM, to research, schedule and complete case accounts for patients
- Follow departmental policies published in Internal Knowledge Base articles for responding to calls, escalating for resolution and Nurse Triage
Remote Customer Service Representative – Call Center
Sedgwick Claims Management
08.2021 - 05.2022
- Interact with customers via inbound calls to resolve customer inquiries
- File claims and provide status upon request
- Proactively follow up to ensure timely and efficient problem resolutions
- Enter customer data, pay close attention to detail, and uphold guidelines to assure confidentiality
- Communicate in clear and concise manner and work effectively as team member
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Home Health Aide
Heavenly Home Nursing Agency
10.2021 - 01.2022
- Provide companionship and personal care
- Monitor vital signs and medication, and assist with personal hygiene and mobility needs
- Handle light housekeeping duties, prepare meals, and transport to locations outside home to run errands to take to doctor appointments
- Respect patient privacy and confidentiality
- Improved patient well-being by providing compassionate and attentive personal care.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst healthcare team.
Tech Support
EVO Payments, Inc.
03.2021 - 06.2021
- Provided basic application software and hardware support
- Responded to and diagnoses problems through discussion with users
- Identified, researched, and resolved technical issues
- Documented, tracked and monitored problems to ensure a timely resolution
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
Mail Order Clerk
Insight Global / Alliance Rx Pharmacy
10.2020 - 03.2021
- Received inbound calls from facilities and physician offices and initiated outbound calls to obtain new and existing prescription orders, coverage information and prior authorization forms
- Interpreted and process Explanation of Benefits (EOB), used ICD-10 codes to process claims, and ensured its accuracy and completeness at time of submission
- Uphold a safe, effective, and clean pharmacy by complying with procedures and protocols
- Contributed to team effort by accomplishing goals
- Improved order processing efficiency by maintaining accurate customer records and updating the database regularly.
Collections Specialist / Customer Service
CSC ServiceWorks
03.2018 - 10.2020
- Interacted with customers via inbound call traffic to collect and resolve outstanding debt accounts
- Answered inquiries, set up payment arrangements, and documented activities in an accurate manner
- Maintained thorough knowledge of federal, state, and local regulations and internal policies
- Demonstrated friendliness and professionalism when dealing with customers
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
Customer Service Representative – Call Center
Service King Collision Repair
06.2016 - 03.2018
- Received inbound calls, and asked and answered questions regarding company services
- Tracked and documented calls using a company specific software program
- Continuously improved call handling skills, system knowledge, and communication skills
- Provided exceptional service to customer that met or exceeds contractual service level agreements
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Representative / Customer Service – Call Center
Masted Business Center
09.2013 - 03.2017
- Managed inbound and outbound calls
- Established and maintained engaging customer service environment, greeted customers, and communicated effectively to respond to questions, explain services, and fully understand needs
- Upsold products and services, entered information into computer, and verified and updated account information
- Adhered to sales processes and procedures, accepted and processed payments, and maintained store appearance
- Worked effectively in team-oriented environment to provide quality customer service
- Dispatch Specialist / Tech Support
- Provided client support and technical issue resolution via e-mail, phone and other electronic means
- Scheduled appointments and dispatched service staff members to service sites
- Maintained proper radio communications with drivers, and stayed familiar with assigned territory
Insurance Verification Specialist – Call Center
Medix Staffing / Health Management System Insurance Company
12.2011 - 04.2013
- Managed outgoing phone calls, updated patients plan and referred them to an provider for adjustments.
- Educated customers about a fundamentals and benefits of their healthcare plans.
- Ensured safety and confidentiality of data and systems by adhering to the organizations information security policies
- Navigated through multiple computer applications with speed and accuracy
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Updated patient records with accurate, current insurance policy information.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
Education
Some College (No Degree) - Sterile Processing Technician
University of Central
Lee Summit, MoAssociate of Science - Medical Technology
University Medical Academy
Miami, FL06.2022
Skills
Strong Communication Skills
Assertiveness and Confidence
Skip tracing techniques
Professionalism and Integrity
Teamwork orientation
Active listening capacity
Conflict Resolution Strategies
Goal Oriented Approach
- Decision-Making Competence
- Record Keeping Efficiency
Patience and Persistence
Performance Improvements
Problem-solving abilities
Multitasking
Time Management Capabilities
Accomplishments
- Achieved training by completing Sterile Processing Techincins with accuracy and efficiency.
- Achieved Medical Science through effectively help with University Medical Academy.I also receive Medical Associate Degree.
Certification
- Certified Receivables Professional (CPR- Receivables Sterile Processing Technician Certificate .
Timeline
Medical Assistant
Work Way Agency: Baylor Scott and White Health
07.2022 - 02.2023
Home Health Aide
Heavenly Home Nursing Agency
10.2021 - 01.2022
Remote Customer Service Representative – Call Center
Sedgwick Claims Management
08.2021 - 05.2022
Tech Support
EVO Payments, Inc.
03.2021 - 06.2021
Mail Order Clerk
Insight Global / Alliance Rx Pharmacy
10.2020 - 03.2021
Collections Specialist / Customer Service
CSC ServiceWorks
03.2018 - 10.2020
Customer Service Representative – Call Center
Service King Collision Repair
06.2016 - 03.2018
Sales Representative / Customer Service – Call Center
Masted Business Center
09.2013 - 03.2017
Insurance Verification Specialist – Call Center
Medix Staffing / Health Management System Insurance Company
12.2011 - 04.2013
Some College (No Degree) - Sterile Processing Technician
University of Central
Associate of Science - Medical Technology
University Medical Academy
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