Portia C. Waters
Concord,NC
Summary
Motivated and dependable professional with a diverse background in healthcare customer service, dispatch coordination, and administrative support. Skilled in handling high-volume calls, managing appointments, verifying insurance, and providing exceptional client service in both medical and office settings. Seeking to contribute strong organizational, communication, and multitasking abilities to a fast-paced team-focused environment.
Overview
12
12
years of professional experience
Work History
Front Desk/Care Coordinator
Concord Children’s Clinic
05.2022 - Current
- Greeted and checked in patients, ensuring accurate information was collected and updated in the system
- Scheduled and confirmed appointments, follow-ups, and referrals
- Answered high-volume phone calls, addressed patient inquiries, and routed messages to appropriate staff
- Verified insurance eligibility and processed co-pays and billing information
- Maintained patient confidentiality in accordance with HIPAA regulations
- Prepared and organized patient charts prior to visits
- Scanned, faxed, and filed medical documents and records
Customer Account Manager / Dispatcher
Base, LLC
01.2021 - 04.2022
- Dispatched technicians nationwide to service or repair compactors and balers for commercial clients
- Managed a high volume of incoming service requests, prioritizing urgent repairs and coordinating response times
- Served as the main point of contact for clients, providing real-time updates and ensuring timely issue resolution
- Monitored service tickets and tracked job progress using dispatching software and internal systems
- Communicated with vendors, field techs, and internal teams to ensure parts availability and repair readiness
- Maintained accurate service records and customer account documentation
- Handled follow-ups to confirm service completion and customer satisfaction
- Assisted with quoting, billing, and contract renewals for ongoing service accounts
Outreach Specialist / Live Answer Agent
Atrium Health
02.2017 - 12.2020
- Answered high-volume inbound calls on behalf of multiple family practice locations across the Atrium Health network
- Scheduled, rescheduled, and canceled patient appointments in alignment with office protocols and provider availability
- Verified patient demographics, insurance details, and updated records in the electronic health system (EPIC)
- Triaged patient needs by gathering clinical information and routing calls to the appropriate departments or nurses
- Provided information on office policies, services, and general care instructions to patients and caregivers
- Coordinated with medical office staff to relay urgent messages and ensure timely follow-ups
- Documented all interactions in patient charts with accuracy and HIPAA compliance
- Assisted with appointment reminders, prescription refill requests, and test result inquiries
Customer Service Representative
Optum RX
05.2013 - 01.2017
- Provided phone support for Medicaid members in New York and New Jersey regarding pharmacy benefits and prescription coverage
- Resolved inquiries related to medication authorizations, formulary changes, and pharmacy network availability
- Assisted members with understanding copay structures, plan eligibility, and coverage limitations
- Handled prior authorization status checks and communicated outcomes to members or providers
- Collaborated with internal departments to investigate and resolve benefit discrepancies or claim denials
- Documented all member interactions accurately while adhering to HIPAA and CMS guidelines
- Maintained performance goals for call quality, resolution time, and customer satisfaction metrics
Education
Medical Sonography
South Piedmont Community College
Charlotte, NC01.2013
undefined
Concord High School
Concord, NC01.2011
Skills
- Excellent Verbal & Written Communication
- Multitasking in Fast-Paced Environments
- Time Management & Prioritization
- Conflict Resolution & Problem Solving
- Strong Attention to Detail
- Adaptability & Quick Learning
Timeline
Front Desk/Care Coordinator
Concord Children’s Clinic
05.2022 - Current
Customer Account Manager / Dispatcher
Base, LLC
01.2021 - 04.2022
Outreach Specialist / Live Answer Agent
Atrium Health
02.2017 - 12.2020
Customer Service Representative
Optum RX
05.2013 - 01.2017
undefined
Concord High School
Medical Sonography
South Piedmont Community College
Similar Profiles
Antwanette LyonsAntwanette Lyons
Manager, Community Health Programs & Development at Odessa Brown Children’s Clinic (OBCC) Seattle Children’s (SC)Manager, Community Health Programs & Development at Odessa Brown Children’s Clinic (OBCC) Seattle Children’s (SC)
Colleen HibbertColleen Hibbert
Pediatric Nurse Practitioner at Concord Children's ClinicPediatric Nurse Practitioner at Concord Children's Clinic
Jean McGeeJean McGee
Patient Services Specialist, HMO, Switchboard at Nemours Children’s Specialty Clinic, NemoursPatient Services Specialist, HMO, Switchboard at Nemours Children’s Specialty Clinic, Nemours
Kelvin BenjaminKelvin Benjamin
Assistant grocery manager at FoodlionAssistant grocery manager at Foodlion
Hugh VogtHugh Vogt
Pool Manager at Concord Swim ClubPool Manager at Concord Swim Club