Summary
Work History
Education
Skills
Timeline
Generic

Tina Duvernay

Metairie,LA

Summary

Customer service professional prepared to excel in managing high-volume call environments and delivering excellent customer support. Proven ability to handle challenging customer interactions and provide effective solutions.

Known for strong teamwork and adaptability, ensuring consistent results and reliability in dynamic settings.

Successfully resolved complex customer issues and maintained high-quality service standards.

Demonstrated exceptional communication and problem-solving skills to enhance team productivity and client retention.


Work History

Inbound Call Center Representative 2

Humana
04.2024 - Current
  • Managed inbound customer inquiries, providing accurate information and resolving issues efficiently.
  • Enhanced customer satisfaction by actively listening and addressing concerns with empathy.
  • Handled high volume of inbound calls per shift
  • Improved first-call resolution rates by effectively utilizing resources and available tools.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
  • Resolved complaints to satisfy customers and encourage future transactions.

Lead Patient Access Representative

Ochsner Medical Center
06.2023 - 04.2024
  • Supervised patient registration processes, ensuring compliance with healthcare regulations and policies.
  • Provided compassionate assistance to patients experiencing financial hardship by identifying available resources or alternative payment options when appropriate.
  • Resolved complex billing issues, working closely with insurance companies to ensure prompt payment for services rendered.
  • Served as a liaison between patients, providers, and administrative staff to ensure seamless coordination of patient billing needs
  • Improved revenue cycle management by verifying insurance eligibility and obtaining necessary authorizations.
  • Managed high call volumes effectively while maintaining a positive attitude and professional demeanor at all times.
  • Processed payments using credit cards, maintaining accurate records of transactions.
  • Helped address client complaints through timely corrective actions and appropriate referrals.

Supervisor of Patient Access Pediatrics

Ochsner Health
09.2019 - 05.2023
  • I lead and supervised the daily operations of 22 patient access phone agents s for our multiple clinics who take an average of 12,000 phone calls per week
  • I maintained and updated all scheduling information that my team may need regularly on a daily basis
  • Assist in scheduling back up for Pediatric clinics, Primary Care department's well as other various specialty clinics as needed
  • Collaborate directly with physicians and management on resolving challenges to ensure a smooth clinic operation
  • I have regular one on one meetings with each of the scheduling agents to go over their progress while maintaining an open line of communication with each team member
  • Monitor and manage staff performance and department metric performance
  • Detailed provider schedule management and daily schedule scrubbing to ensure a good access for multiple Primary Care and Pediatric locations
  • I have a very strong bond with my team and this sets everyone up for a positive and successful work place.

Patient Access Representative

Ochsner Health System
06.2018 - 09.2019
  • Create and update patients charts in Epic
  • Verify/Update patient insurances in their chart
  • Schedule/reschedule and cancel appointments
  • Pediatric and adult scheduling in primary care and specialty departments
  • Assist with training new hires and existing coworkers
  • Take part in peer to peer portion of new hires for department.
  • Acted as a liaison between clinical teams and patients, resolving issues and facilitating clear communication channels.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.

Pediatric Patient Access

Ochsner
06.2016 - 06.2018
  • Patient registration and scheduling
  • Verify/Update patient insurances in their chart
  • Assist with training new hires and existing coworkers
  • Worked pediatric referrals and delivered them daily to appropriate doctor's office.

Advanced Customer Service Representative-Lead

Unishippers
02.2013 - 06.2016
  • Incoming call center representative for UPS's only authorized third party re-seller company
  • I was lead representative in this new department that was created to assist with shipments that needed additional dealings
  • Helped customers file for damage claims
  • Worked shipment work queues
  • I was lead person for any issues or questions that coworkers in all department may have regarding UPS ground or Freight shipments.

Operations Supervisor

United Parcel Service
05.2011 - 02.2013
  • Supervised and helped organize residential and commercial delivery drivers' routes
  • Helped manage large team of delivery drivers to cut down on missed stops and/or pick up's
  • Helped answer customer service line with various incoming calls
  • Assisted in finding lost\misplaced packages in warehouse.

Office Manager/Bookkeeper

Great Southern Motor Cargo
02.1995 - 08.2006
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations
  • Coordinated meetings, schedules
  • Information preparation and distribution among staff
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
  • Handled general office administration, including Payroll, billing and receivables
  • Prepared payroll
  • Collected payments
  • Supervised office staff.

Education

High school diploma -

Grace King High School
Metairie, LA
05.1992

Skills

  • Epic management
  • Supervisory experience
  • Patient appointment coordination
  • Calabrio proficiency
  • Salesforce proficiency
  • Kronos software proficiency
  • Data visualization expertise
  • Electronic case management
  • Genesys platform expertise
  • Proficient in Microsoft Teams
  • Athena expertise
  • Verint software proficiency
  • Proficient in Availity
  • Waystar expertise
  • Microsoft Office and OneNote proficiency
  • Proficient in Aceyus
  • Cisco Finesse expertise
  • Performance and Scheduling Management
  • Insurance eligibility verification in Reveal
  • HIPAA compliance

Timeline

Inbound Call Center Representative 2

Humana
04.2024 - Current

Lead Patient Access Representative

Ochsner Medical Center
06.2023 - 04.2024

Supervisor of Patient Access Pediatrics

Ochsner Health
09.2019 - 05.2023

Patient Access Representative

Ochsner Health System
06.2018 - 09.2019

Pediatric Patient Access

Ochsner
06.2016 - 06.2018

Advanced Customer Service Representative-Lead

Unishippers
02.2013 - 06.2016

Operations Supervisor

United Parcel Service
05.2011 - 02.2013

Office Manager/Bookkeeper

Great Southern Motor Cargo
02.1995 - 08.2006

High school diploma -

Grace King High School

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Tina Duvernay