Toni White

Dynamic customer service expert skilled in resolving complex inquiries across diverse insurance lines while ensuring HIPAA compliance. Successfully trained new staff, enhancing overall team performance and customer satisfaction. Strong communicator with a proven track record in multitasking and maintaining accurate documentation in high-pressure environments.

Call Center Representative - Ascension/ABS - St Louis, Missouri

(2023-12)

Handled phone inquiries regarding Medical, Dental and Vision claims and benefits from patients, Providers and other insurance carriers.

Delivery Driver - DoorDash

(2022-05 - 2023-12)

Serviced inquiries for six insurance lines, including Cherokee Insurance, Edward C. Levy, My Michigan/Connectcare Ins. Co., Smarthealth Women's Health Plan, MAP Seton, and MAP Charity Medical Access Plan of Texas.

• Respond to medical Providers via Authorization Inquiry line.
• Verified pre-certification requirements for medical procedures.
• Handled sensitive medical information, per HIPAA guidelines.
• Verified authorization requirements and coordinated benefits and appeals using Facets interface.
• Escalated complex issues to senior representatives for further assistance.
• Trained new staff on call handling procedures and customer service techniques.
• Maintained up-to-date knowledge of services offered by the organization.
• Documented customer interactions accurately in the internal database system.
• Conducted extensive research on the Schedule of Benefits and Plan Documents.
• Routed issues to Management for extensive research and resolution.
• Hybrid position, requiring in office attendance once monthly.
• Provided pre-service and retroactive authorization information to Physician Staff for medical services and devices.
• Executed timely deliveries of food items from local restaurants to businesses and residents.
• Served clients by delivering pet food and supplies efficiently.

Recruiter /Independent Contractor (Remote) - Quick Start Staffing

(2020-10 - 2022-04)

• Remote position vetting and placing individuals with local auto manufacturers and auto suppliers in the Metro Detroit area.
• Recruited, vetted, and placed individuals in temporary to permanent positions in a remote role.
• Hired individuals for clients seeking temporary workers, facilitating potential permanent placements after 90 days.
• Recruiting Candidates via Facebook, Instagram and in person career fairs for positions at auto manufacturers; i.e., Jefferson North Assembly Plant, Stellantis, Magna Seating.
• Daily interaction with potential employees and Clients for placement, consultation and termination.
• Verify and confirm available positions matching with available candidates daily via email, telephone and Simple VMS.
• Communicate daily via online interface including, Facebook, Messenger and Instagram.
• Compose social media posts inviting potential candidates to Zoom meeting to introduce potential employees to the hiring Client.
• Confirm and verify hours weekly with Clients, resolve HR issues directly with the Client to ensure the proper Candidate has been placed.
• Personally responsible for vetting, hiring and employee retention for both first and second shifts at Grupo Antolin in Canton, MI.
• Conducted weekly Zoom orientation meetings and onsite new hire orientations, fostering a smoother onboarding experience for new employees.
• Communicated daily with clients via email to verify attendance and address human resources issues, ensuring effective management of work performance and employee transitions.
• Pay Day Pop-up lunches, in-house staff meetings.
• Logging work hours, loss time and potential disciplinary issues.
• Gold Standard expectations and incentives.

Call Center Representative - Detroit Medical Center/ Children's Hospital of MI - Detroit, MI

(2019-11 - 2020-09)

• Scheduled pediatric patients for Primary Care and Specialist visits, ensuring timely access to healthcare services.
• Communicated with Physician office personnel to resolve scheduling issues and confirm appointment times/dates per AMA and Physician guidelines.
• Verified insurance and conducted HIPAA compliance checks for patient/parent identification.

Concierge Specialist - Ascension/St. John Providence Hospital - Southfield, MI

(2018-03 - 2019-11)

• Managed logistics for diverse products, including hot/cold food, groceries, and beverages.
• Ensured accurate order fulfillment to maintain high customer satisfaction.

Call Center Customer Service Representative - Ascension Health/St. John Providence Hospital - Southfield, MI

(2016-12 - 2019-11)

• Assisted patients in locating and scheduling appointments with primary care physicians and specialists in a high-volume inbound call center.
• Triage calls to identify resolutions, schedule lifestyle and childbirth classes, and coordinate CareLink education and workshops across various medical disciplines.
• Searched for providers based on patients' locale, insurance, medical needs, and preferences.
• Schedule diagnostic services including mammograms and ultrasounds.

Emergency Department Appointment Specialist - Ascension Health/Providence Park Hospital Emergency Department - Novi, MI

(2018-05 - 2018-08)

• Provided elite customer service to Emergency Department patients, facilitating follow-up appointments with Ascension Physicians before discharge to ensure continuity of care.
• Collaborated to develop processes and procedures for National Appointment Specialist Pilot Program, enhancing appointment efficiency.
• Reported directly to national consultants and high-level management, facilitating effective communication.

Customer Service Representative II - Blue Care Network of Michigan - Southfield, MI

(2008-04 - 2016-01)

• Facilitated communication with health care members and professionals through inbound calls and written correspondence.
• Verified and identified health care benefits, claims, provider enrollment, pharmacy issues, and authorization approvals/denials to resolve member inquiries.
• Advised members and health care professionals on account status, benefit information, and claim status.
• Communicated with outside entities, including Health Insurance Marketplace, to ensure accurate information exchange.
• Direct communication with Pharmacy/Pharmacists to resolve member and membership issues via Pharmacy Services help desk, up to and including testing sample claims.
• Advocated for members on services rendered, billing issues, claims, authorization, prescriptions, and medical policy criteria to enhance member satisfaction.

Call Center Customer Service Representative - Ascension/St. John Providence Hospital - Southfield, MI

(2018-03 - 2019-11)

• Coordinated scheduling of follow-up and referred appointments using Athena interface, enhancing patient access to care.
• Streamlined management of physician referrals through Athena online scheduling, effectively arranging appointments for patients and referred physicians.
• Responded to physician referrals with focus on priority cases (cardiology, neurology, orthopedics), documenting interactions in Athena and maintaining accurate data in two Excel spreadsheets.
• Facilitated communication between patients and physicians to ensure understanding of care plans.

Bachelor's Degree - Sociology, Criminal Justice - Central State University (1996-06)

High School - Northwestern H.S. (1989-06)