Telesia Castilow
Houston
Summary
Patient-focused Healthcare Customer Service & Billing Specialist with 8+ years of experience supporting members and patients across healthcare, insurance, and medical equipment environments. Proven expertise in patient billing support, eligibility verification, reimbursement navigation, documentation accuracy, and call center performance metrics. Recognized for empathy-driven communication, high CSAT scores, and the ability to resolve complex billing and eligibility concerns while maintaining HIPAA compliance. Highly skilled in Epic, Cerner, Salesforce, Zendesk, and remote call center operations
Overview
10
10
years of professional experience
1
1
Certification
Work History
Case Manager
Molina HealthCare
12.2024 - Current
- Advocate for members by guiding them through eligibility redetermination and coverage maintenance, preventing coverage loss for 98.8% of at-risk members.
- Deliver empathetic, patient-centered support while addressing sensitive healthcare and insurance concerns, resulting in a 100% reduction in escalations.
- Review and validate eligibility documentation to ensure compliance with healthcare regulations and payer requirements.
- Accurately document all member interactions and updates within healthcare systems to support revenue cycle accuracy and continuity of care.
- Collaborate with customer service, case management, and internal teams to resolve complex eligibility and coverage issues efficiently.
- Identify workflow inefficiencies and recommend process improvements to enhance turnaround times and member experience.
- Maintain strict HIPAA compliance while handling confidential patient information.
Customer Service Representative Medical Equipment
US Med Equipment
06.2018 - 05.2024
- Provided inbound patient and customer support related to medical equipment orders, billing inquiries, and reimbursement coordination.
- Maintained an average 97.5% CSAT score, exceeding performance benchmarks in a high-volume call center environment.
- Supported the full order-to-delivery lifecycle, reducing processing delays and improving order accuracy.
- Documented all interactions accurately using CRM and billing systems to ensure clear account histories and follow-ups.
- Collaborated with vendors, finance, sales, and operations to resolve billing discrepancies and delivery issues.
- Assisted customers with payment questions, eligibility-related concerns, and account troubleshooting.
- Contributed to cost-saving initiatives by analyzing purchasing trends and operational data.
Front Desk Scheduler
Massage Heights
10.2017 - 03.2020
- Managed high-volume scheduling while balancing competing priorities, coordinating 30+ appointments weekly.
- Assisted customers with billing inquiries, account questions, and service explanations via phone and email.
- Resolved scheduling conflicts and customer concerns through proactive communication and problem-solving.
- Reduced appointment errors by 100% through careful monitoring and documentation.
- Supported customer retention by delivering a calm, professional, and service-focused experience.
Senior Customer Support Representative
Memorial Hermann
10.2015 - 06.2018
- Delivered comprehensive patient and customer support via phone, email, and live chat in a healthcare environment.
- Maintained a 100% customer satisfaction rating while handling 119+ cases per day.
- De-escalated emotionally charged situations, resolving 98.9% of escalations without leadership involvement.
- Used Epic and Cerner to document patient interactions and ensure accurate medical and billing records.
- Identified trends in patient concerns and reported insights to leadership to improve workflows and reduce repeat issues.
- Trained and mentored new agents, earning the Golden Agent Award 5 times for leadership and teamwork.
Education
Certification - Data Analytics Certificate
University of Houston-Downtown
Houston, TX, USSkills
- Patient Account Services
- Healthcare Billing & Reimbursement
- Revenue Cycle Support
- Eligibility Verification & Redetermination
- Patient Advocacy & Empathy
- Payment Plan Evaluation
- Call Center Metrics (Call Volume & Quality)
- Insurance Coordination
- HIPAA Compliance
- Documentation & Data Accuracy
- First Call Resolution
- Cross-Functional Collaboration
- Pharmacy & Medical Billing Support
- Microsoft Word, Outlook & Excel
Certification
- HIPAA Compliance Certification
- Healthcare Customer Service Certificate
- HubSpot Academy Certifications
WEBSITE, PORTFOLIO AND PROFILES
http://linkedin.com/in/telesia-castilow-922334306
Timeline
Case Manager
Molina HealthCare
12.2024 - Current
Customer Service Representative Medical Equipment
US Med Equipment
06.2018 - 05.2024
Front Desk Scheduler
Massage Heights
10.2017 - 03.2020
Senior Customer Support Representative
Memorial Hermann
10.2015 - 06.2018
Certification - Data Analytics Certificate
University of Houston-Downtown