Darcel Williams

Compassionate and detail-oriented Patient Access Coordinator with extensive experience in managing high call volumes and facilitating patient scheduling and support. Seeking to contribute my skills in a dynamic healthcare setting to improve patient experiences and operational efficiency. Also Dynamic and dedicated Customer Service Representative with 4 years of experience in delivering exceptional support and enhancing customer satisfaction.

Skilled in resolving inquiries, processing transactions, and fostering positive customer relationships.

Patient Access Coordinator - Ascension Health

(2022-06 - 2025-08)

• Efficiently answer and manage 100+ high-volume calls per shift using a multi-line phone system, ensuring prompt responses to patient inquiries.
• Schedule appointments for multiple clinical sites while adhering to client-specific protocols, optimizing patient access and service delivery.
• Accurately gather and input patient demographic and insurance information into the practice management system, maintaining data integrity.
• Report complex clinical issues to supervisors and client partners for timely resolution, ensuring high-quality patient care.
• Document call activity, outcomes, and essential notes in the client system to maintain comprehensive and accurate records.
• Collaborate with colleagues to achieve departmental goals, fostering teamwork and enhancing service delivery.
• Assist callers in navigating to appropriate resources, providing reliable information and support.
• Consistently meet attendance and performance standards in a fast-paced, demanding environment.

Healthcare Scheduler - Dignity Health

(2019-03 - 2022-02)

• Schedule, confirm, and manage appointments for patients across multiple departments, ensuring optimal resource allocation and minimal wait times.
• Utilize scheduling software AWS, EPIC, CCERNER to manage appointment availability and efficiently track patient information.
• Communicate with patients to gather necessary information, resolve scheduling conflicts, and ensure compliance with organizational protocols.
• Assist medical staff in coordinating care plans and follow-up appointments, enhancing overall patient experience.
• Document patient interactions and scheduling activity in the electronic health record (EHR) system, maintaining data accuracy and confidentiality.
• Collaborate with team members to achieve departmental goals and improve workflow efficiencies.

Customer Service Representative - Trugreen

(2016-01 - 2019-01)

• Respond to an average of 150 customer inquiries daily via phone, email, and live chat, delivering prompt and accurate information.
• Assist customers with product selection, order processing, and issue resolution, ensuring a seamless experience from inquiry to satisfaction.
• Maintain documentation of customer interactions in the CRM system, identifying trends and areas for improvement in service.
• Upsell services and products based on customer needs, contributing to revenue growth and achieving monthly sales targets.
• Train and mentor new team members on company policies and effective customer service techniques.

High School Diploma - Brownsville High School (2010-09) Brownsville, TX