Stacy SM
Duncanville,TX
Summary
Dynamic customer service and healthcare administrative professional with a robust background in supporting patients, employees, and customers across diverse environments, including healthcare, insurance, and call centers. Expertise includes benefits education, insurance verification, care coordination, and multi-channel customer support via phone, chat, and email. Proficient in Salesforce CRM, Genesys Cloud contact center systems, and electronic medical records (EMR/EHR), consistently demonstrating strong communication skills and meticulous attention to detail. Recognized for effectively resolving complex issues and integrating care plans within multidisciplinary teams to enhance patient outcomes and ensure exceptional service delivery.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Care Coordinator
Texas Oncology
Dallas, TX
08.2025 - Current
- Coordinated patient care services and served as liaison between patients, physicians, and clinical staff.
- Assisted patients with understanding treatment plans, oncology procedures, and appointment scheduling.
- Obtained prior authorizations for treatments and diagnostic services.
- Documented patient interactions and care updates within electronic medical record (EMR) systems.
- Coordinated referrals, specialty consultations, and follow-up appointments.
- Maintained accurate documentation processes to minimize delays in treatment.
- Coordinated patient care plans, ensuring comprehensive support across treatment and recovery phases.
- Monitored compliance with regulatory standards, ensuring high-quality patient care practices were upheld.
- Exceeded preformance by maintaining 97.19 ADH while managing up to 80 calls a day.
Ambassador – Benefits Support (Contract)
Activus Connect / Blue Cross Blue Shield
Dallas, TX
07.2024 - 01.2025
- Assisted employees with questions regarding health plans, retirement plans, and flexible spending accounts (FSA/HSA).
- Resolved issues related to benefits eligibility, claims processing, billing concerns, and plan updates.
- Guided employees through benefits enrollment and life event changes.
- Documented customer interactions and case activity within Salesforce CRM.
- Maintained knowledge of benefit plans, policies, and regulatory updates.
- Educated members on healthcare options and benefits, enhancing their understanding of services available.
- Delivered exceptional customer service by resolving inquiries and issues efficiently.
Ophthalmic Technician (Contract)
Retina Specialists
Dallas, TX
11.2023 - 05.2024
- Performed diagnostic testing based on exam type, patient symptoms, and medical history.
- Served as physician scribe documenting patient encounters within electronic medical records.
- Conducted comprehensive ocular and systemic patient history assessments and executed visual acuity tests.
- Executed administration of topical ophthalmic medications to ensure patient care and compliance with treatment protocols.
- Instructed patients on procedures, treatment options, and follow-up care protocols.
- Ensured compliance with clinical protocols and patient care standards.
- Prepared examination rooms and ensured all necessary equipment was sterilized and operational.
- Assisted in performing visual function tests and diagnostic imaging procedures.
Customer Service Representative (Contract)
Radial
Dallas, TX
04.2023 - 10.2023
- Provided customer support through inbound phone, email, and live chat channels.
- Assisted customers with order placement, shipping updates, billing inquiries, and returns.
- Resolved customer concerns while maintaining high satisfaction standards.
- Accurately documented customer interactions and case resolutions in internal systems.
- Maintained knowledge of company policies, products, and procedures.
- Utilized CRM software to track customer interactions, improving follow-up efficiency and service quality.
- Resolved customer inquiries through multi-channel communication, ensuring timely and accurate responses.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high- volume inbound calls flow, averaging 70-80 calls per day, while maintaining quality and efficiency standards
Education
GED -
General Educational Development
Gatesville, TX07-2012
Medical Administrative Assistant Certificate - Health Administration
Everest Institute
Austin, TX07-2010
Skills
- Customer Service & Call Center Operations
- Health Insurance & Benefits Support
- Patient Coordination & Care Navigation
- Salesforce CRM
- Electronic Medical Records (EMR/EHR)
- Microsoft Office Suite (Word, Outlook, Excel)
Certification
- Basic Life Support (BLS) Certification- NHCO- 01/13/2026
Timeline
Care Coordinator
Texas Oncology
08.2025 - Current
Ambassador – Benefits Support (Contract)
Activus Connect / Blue Cross Blue Shield
07.2024 - 01.2025
Ophthalmic Technician (Contract)
Retina Specialists
11.2023 - 05.2024
Customer Service Representative (Contract)
Radial
04.2023 - 10.2023
GED -
General Educational Development
Medical Administrative Assistant Certificate - Health Administration
Everest Institute