DANA PHILLIPS
CARTI Cancer Center
Little Rock
22
years of professional experience
Healthcare professional with 18+ years of experience in patient access, appointment scheduling, insurance verification, and customer service. Skilled in coordinating care, managing electronic medical records, processing referrals, and supporting clinical operations while ensuring HIPAA compliance. Proficient in Epic, Cerner, Salesforce, and Microsoft Office, with a proven ability to deliver exceptional patient experiences in fast-paced healthcare environments.
Work History
CRO Patient Scheduler
7 Months- Coordinate new patient consultations, follow-up appointments, diagnostic imaging, and specialized procedures while maximizing provider availability and scheduling efficiency.
- Review patient records, physician notes, referrals, and diagnostic results to ensure complete documentation is available before scheduled visits.
- Process physician referrals and maintain accurate referral tracking through Salesforce and Electronic Medical Record (EMR) systems.
- Contact patients to schedule appointments, confirm upcoming visits, communicate pre-appointment instructions, and provide appointment reminders.
- Collaborate daily with physicians, nurses, financial counselors, and referring providers to ensure continuity of patient care.
- Answer high-volume phone calls, prioritize patient requests, and coordinate communication between patients, medical staff, and outside healthcare offices.
- Maintain accurate patient demographic and insurance information while ensuring compliance with HIPAA privacy standards.
- Deliver compassionate customer service by resolving scheduling concerns and providing timely support throughout the patient care process.
Access Coordinator III
1 Year 9 Months- Managed patient scheduling, appointment cancellations, and rescheduling using Epic to maximize provider availability and improve patient access.
- Verified insurance eligibility and benefits while resolving coverage issues before scheduled appointments.
- Maintained accurate patient demographic, insurance, and registration information within Epic.
- Retrieved medical records, prepared patient charts, and ensured documentation was complete before clinical appointments.
- Coordinated communication between patients, providers, and external physician offices regarding scheduling and patient access needs.
- Protected confidential patient information while maintaining HIPAA compliance.
- Collaborated with cross-functional teams to improve workflow efficiency and patient access processes.
- Assisted with onboarding and training new employees on scheduling procedures and system workflows.
Customer Service Advocate
13 Years 6 Months- Delivered exceptional customer support in a high-volume call center by resolving billing, account, and service-related inquiries.
- Processed payments, account adjustments, and service changes while maintaining detailed and accurate customer documentation.
- Identified customer needs and recommended personalized solutions to improve satisfaction and customer retention.
- Collaborated with internal departments to resolve escalated customer concerns and improve operational efficiency.
- Consistently maintained professionalism while managing multiple priorities in a fast-paced environment.
Sales Operations Coordinator – National Accounts
2 Years 2 Months- Managed activations, orders, and corporate account maintenance.
- Maintained accurate records and operational reports.
- Trained employees on system updates and procedures.
- Achieved a 93% resolution rate for customer inquiries.
Customer Service Representative – Business Offline
2 Years 9 Months- Assisted business customers with billing and account requests.
- Maintained accurate account documentation.
- Partnered with multiple departments to resolve customer issues.
- Strengthened customer retention through responsive service.
Education
Bachelor of Science - Criminal Justice
Paralegal Certificate
High School Diploma
Skills
Insurance Verification
Revenue Cycle Support
Patient Scheduling
Electronic Medical Records (Epic/EMR)
Referral Management
HIPAA Compliance
Timeline
CRO Patient Scheduler
CARTI Cancer Center
01.2026 - CurrentRead More
Access Coordinator III
UAMS
04.2024 - 01.2026Read More
Customer Service Advocate
Verizon Wireless
02.2010 - 08.2023Read More
Sales Operations Coordinator – National Accounts
Alltel Wireless
11.2007 - 01.2010Read More
Customer Service Representative – Business Offline
Alltel Wireless
01.2005 - 10.2007Read More
University of Arkansas
Bachelor of Science from Criminal Justice
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University of Arkansas School of Law
Paralegal Certificate
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Hall High School
High School Diploma
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