Whitney Persaud
North Wilkesboro,NC
Summary
Highly skilled and enthusiastic professional with 10+ years of experience managing operations in customer service as well as patient-centric medical offices. Successfully oversee administrative functions, policy implementation and patient services. Ability to develop and lead productive and efficient office staff. Contribute to high-volume work load in medical practices by providing exceptional team support, handling multiple priorities with a positive attitude and strong organizational skills. Willing to learn and grow with company while meeting company goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
PRN Patient Service Representative
Atrium Wake Forest Baptist Health
10.2023 - Current
- Provide exceptional patient care to 60+ patients in Urgent Care, primary and specialty setting, answering questions and addressing concerns promptly and professionally.
- File and maintain patient records in accordance with HIPAA regulations.
- Verify insurance eligibility and coverage for patients. by obtaining authorization and pre certs by website, phone and fax.
- Enter and update patient demographics and insurance data into electronic medical record programme.
- Take copayments, co-insurances and self pay estimates.
- Answer incoming calls, scheduled appointments, coordinate with providers,pharmacies and insurance providers.
- Communicates efficiently with internal and external colleagues to meet department goals and standards.
- Collaborated with office manager to effectively carry out daily functions of clinic operations.
- Implemented strategies to improve patient access, satisfaction and care quality.
Patient Care Technician
Remote CCA | CVS Health
05.2023 - Current
- Work closely with manager, healthcare providers, senior team and clinical staff to process Prior Authorizations (PA) and drug benefit exception requests.
- Researched comprehensive drug formularies, ensuring access to safe, effective, and affordable medications for members.
- Filed appeals for non formulary medications , handled payment issues , analyzed rejection codes, processed claims, researched SCC codes and added various override for medication approval.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Responded daily to 60+ patient queries and concerns concerning insurance coverages and deductibles.
- Maintained confidentiality of patient data and condition to safeguard health information as per HIPPA.
- Processed copays and OOP payments, updated payment methods via secure systems.
- Achieved cost savings for clients through use of effective pharmaceutical manufacturers coupons and cost relief.
Certified Nursing Assistant
Steadfast Caregivers LLC
11.2018 - 02.2023
- Delivered individualized patient care by recording vital signs, documenting, observations and evaluating patient needs.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Scheduled doctors appointments for patients, promoted good oral and personal hygiene by aiding with shaving, bathing, and teeth brushing.
- Educated patients and family members on best home care practices for healing and recovery.
- Documented patient information and care activities in electronic health record.
- Collaborated with 10+ physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Efficiently communicated issues relating to patient/customer care and assisted with finding solutions for improvement opportunities to better service clients.
Patient Care Representative / CNA
Babok Medical
01.2017 - 01.2019
- Worked with office manager to develop policies and procedures for effective practice management.
- Crafted work schedule for front desk staff, oversaw billing processes, ensuring timely submission of claims and prompt payment from insurance providers.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Registered and verified patient records before triage with most up-to-date information.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance eligibility, demographic, and health history to keep information current.
- Organized paperwork such as charts and reports for office and patient needs.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
Sales Specialist & Team Lead
Victoria's Secret
04.2014 - 01.2017
- Served as Team Lead by supervising daily operations of 25-30 team members, coordinating department operations to meet and exceed productivity goals, maintain internal policies, and facilitate communication across teams
- Supported onboarding of newly hired team members by delivering in-person training and mentoring to streamline onboarding process and expedite independence in duties
- Directed trainings and professional development on software use and performance improvement, utilizing individual and team key performance indicators to identify and improve lacking areas
- Prioritized customer needs and recommended products to build quality relationships and increase customer satisfaction
- Executed targeted merchandising and promotional plans, including floor moves, display maintenance, and performed general housekeeping to keep sales areas well-stocked, organized, and current.
Customer Relations Specialist
93.1 RealFM
01.2012 - 02.2014
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Strengthened customer relationships by listening to 30+ customer concerns daily and giving priority to service requirements.
- Logged call information and solutions provided into internal database.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Arts - Business Administration And Management
Appalachian State University
Boone, NC09.2025
Associate of Arts - Communication Studies
Borough of Manhattan Community College of The City University of New York
New York, NY12.2022
Skills
- Scheduling and coordinating
- Medical records management
- Insurance verification and Billing
- Excellent written and verbal communication
- Multidisciplinary team collaboration
- Policy Implementation
- Conflict resolution
Certification
National Society for Leadership and Success
- Foundations of Leadership
- Advanced Leadership Certification
- Executive Leadership Certification in progress
Timeline
PRN Patient Service Representative
Atrium Wake Forest Baptist Health
10.2023 - Current
Patient Care Technician
Remote CCA | CVS Health
05.2023 - Current
Certified Nursing Assistant
Steadfast Caregivers LLC
11.2018 - 02.2023
Patient Care Representative / CNA
Babok Medical
01.2017 - 01.2019
Sales Specialist & Team Lead
Victoria's Secret
04.2014 - 01.2017
Customer Relations Specialist
93.1 RealFM
01.2012 - 02.2014
Bachelor of Arts - Business Administration And Management
Appalachian State University
Associate of Arts - Communication Studies
Borough of Manhattan Community College of The City University of New York
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