Tonja White
Orlando,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Patient Access Specialist
AssistRx Parmacy
02.2023 - 01.2025
- Verified patient insurance eligility, prior authorization healthcare/pharmacy
- Educated patients on available resources, programs, and financial assistance options.
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Obtained patient's insurance information and determined eligibility.
- Working in database Salesforce CRM
Health Insurance Agent
Ehealth
01.2022 - 02.2023
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
Eligibility Specialist
Takeda Pharmaceuticals
02.2020 - 09.2021
- Complied with all federal, state and local regulations as well as company rules.
- Handle calls while greeting & assist 175 donors daily
- Maintained accurate reports and records on vitals and finger sticks results, prepare charts & handle donor compensation.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Established rapid login that increased walk-ins 3%
- Educated patients on eligibility and affordability options by offering insightful information.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Outreach Specialist
Catasys
03.2018 - 12.2019
- Average of 200-300 calls daily. Delivered presentations to interested groups and answered wide-ranging questions.
- Engage and motivate members to enroll in program, while maintaining a professional and upbeat tone.
- Offered personalized support to individuals needing program services.
- Pre-qualified individuals for services by collecting and verifying applicants' personal, financial and employment histories.
- Maintained positive relationships with members and regularly reached out to offer assistance to individuals.
- Interviewed, screened, enrolled and sourced new clients.
Office Assistant
Goodwill Of Central Florida Job Connection Center
04.2012 - 08.2017
- Coordinate, schedule and arranged meeting and travel calendar including business and social events.
- Organized weekly staff meeting
- Interacted with customers by phone, email or in-person with tact and professionalism to provide information.
- Welcomed office visitors warmly and alerted staff of arrivals of scheduled appointments.
- Efficiently handle high-volume of inbound and outbound 200-250 calls daily. Documented, researched and resolved client service issues.
- Oversaw automated tracking and documentation of data, client correspondence and office operations.
- Kept office supplies well organized and sufficiently stocked,
- Increased job placement by 10%
- Prepared meeting rooms and materials and recorded important information
- Arranged meetings and coordinated resources for use by attendees.
- Represented organization at industry conferences by manning booths and giving polished presentations.
Patient Care Coordinator/Eligibility Reimbursements
Walgreens Healthcare Initiative Call Ctr
11.2011 - 01.2013
- Acted as main point of contact for patients, pharmacy, insurance
- Processed eligible member reimbursement 150 daily for out of pocket scripts.
- Worked closely with patients to deliver excellent and direct individualized member care.
- Educate members answering questions concerning health/pharmacy benefits, treatments also prior authorizations, overrides in claim process.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Established rapport and relationships with patients and external partners to cross-train and support medical staff.
Cruise Vacation Planner
Wyndham Vacation Ownership
01.2006 - 03.2011
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Followed up with customers to increase customer service with travel plans.
- Updated and maintained customer databases to increase customer retention.
- Generated reports on travel trends and customer feedback to inform business goals.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
Education
Human Services
Columbia College
Columbia, MOEarly Childhood Education/ Childcare Management
Seminole State College of Florida
Sanford, FLTravel Agent
Central Florida School of Travel
Orlando, FLHealth/Life & Annuities Insurance
Orlando Insurance College-Hilda Tucker
Orlando FLSkills
- Creative Thinker, Self-Starter
- Professional verbal and written communication skills
- Exceptional time management skill
- Well organized, flexible, multi-tasker, strong analytical talent, team leadership skills
- Motivated team player, ability to work independently, self-discipline
- Active listening skills, trainable and adaptable
- MS Office Suite proficient, ability to navigate multiple systems, typing 45wpm/Data Entry
- Strong problem-solving aptitude, Timely Processing
- Inbound and Outbound calls call center/remote
- Eligibility Determinations, Benefits Guidelines, Information Assistance
- Medical Terminology
- Health, Life and Annuities Insurance
- Travel Reservations Agent, Cruise, Air, Timeshare
- Customer Accounts Management
- Banking Relations Customer Service
Timeline
Patient Access Specialist
AssistRx Parmacy
02.2023 - 01.2025
Health Insurance Agent
Ehealth
01.2022 - 02.2023
Eligibility Specialist
Takeda Pharmaceuticals
02.2020 - 09.2021
Outreach Specialist
Catasys
03.2018 - 12.2019
Office Assistant
Goodwill Of Central Florida Job Connection Center
04.2012 - 08.2017
Patient Care Coordinator/Eligibility Reimbursements
Walgreens Healthcare Initiative Call Ctr
11.2011 - 01.2013
Cruise Vacation Planner
Wyndham Vacation Ownership
01.2006 - 03.2011
Human Services
Columbia College
Early Childhood Education/ Childcare Management
Seminole State College of Florida
Travel Agent
Central Florida School of Travel
Health/Life & Annuities Insurance
Orlando Insurance College-Hilda Tucker
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