Denisha Allen
Indianapolis
Summary
Dynamic Patient Services Representative with a proven track record, Iexcelling in appointment scheduling and insurance verification. Renowned for delivering exceptional customer service, enhancing patient satisfaction, and maintaining accurate electronic health records. Skilled in office administration, I effectively resolve patient concerns with professionalism and empathy.
Overview
10
10
years of professional experience
Work History
Patient Services Representative
Pain Management and Neurology
Lafayette
06.2024 - 01.2025
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries.
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit.
- Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors.
- Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database.
- Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings.
- Assisted with the check-in process, verifying patient demographics, collecting co-pays, and explaining office policies.
- Managed incoming and outgoing correspondence, such as emails, faxes, and mail, to ensure timely communication between patients and healthcare professionals.
- Educated patients on available resources, such as an online portal or mobile applications, for accessing test results or scheduling appointments.
- Performed administrative tasks, including filing documents, organizing charts, maintaining inventory of office supplies, etc.
Customer Service Representative /Senior Travel Agent
EZTravel Trips
Indianapolis
12.2022 - 05.2024
- Received inbound calls from clients regarding vacation packages.
- Helped create client vacation experiences.
- Booked hotel accommodations and resort stays for clients.
- Sent confirmation itineraries for travel.
- Scheduled appointments for timeshare presentations.
- Handled client issues and complaints.
- Provided excellent client success support.
- Trained and onboarded new team members.
Crew Member Team Leader - Part Time
Donatos
Indianapolis
01.2021 - 03.2023
- Processed customer orders over the phone and online.
- Prepared food orders for pickup and delivery.
- Handled cash and processed credit transactions.
- Handled guest issues and complaints.
- Cleaned and organized work environment.
- Placed orders for products needed.
- Maintained an accurate inventory ledger.
- Managed employee requests, issues and conflicts.
- Understood how to operate and maintain job site equipment safely and for maximum productivity.
- Balanced cash drawers, operated registers and prepared cash deposits.
Medical Receptionist
Dr Cyndi Ferrelli
Indianapolis
01.2017 - 12.2021
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Answered phones promptly and directed calls appropriately.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Communicated with patients with compassion while keeping medical information private.
- Processed patient payments and scanned identification and insurance cards.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Scheduled and confirmed patient appointments and consultations.
- Took messages from patients and promptly relayed to appropriate staff.
- Greeted and checked in patients, updating patient information in computer system.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Straightened up waiting room to maintain neat and organized space.
- Assisted with filing of medical records and documents, maintaining accurate electronic files.
- Performed data entry tasks related to billing and collections procedures.
Call Center Representative
Teleperformance
Columbus
02.2015 - 06.2017
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Collected deposits or payments and arranged for billing.
Education
High School Diploma -
Centennial High School
Columbus, OH06-2014
Social Work
Wright State University
Dayton, OHSkills
- Appointment scheduling
- Patient registration
- Insurance verification
- Electronic health records
- Office administration
- Customer service
Timeline
Patient Services Representative
Pain Management and Neurology
06.2024 - 01.2025
Customer Service Representative /Senior Travel Agent
EZTravel Trips
12.2022 - 05.2024
Crew Member Team Leader - Part Time
Donatos
01.2021 - 03.2023
Medical Receptionist
Dr Cyndi Ferrelli
01.2017 - 12.2021
Call Center Representative
Teleperformance
02.2015 - 06.2017
High School Diploma -
Centennial High School
Social Work
Wright State University
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