Desiree Phillips
Memphis,TN
Summary
Senior support specialist with strong expertise in customer service, troubleshooting, and system administration. Proven ability to collaborate within teams and adapt to changing needs, ensuring reliable and effective support. Skilled in problem-solving, communication, and process improvement, consistently delivering impactful results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SR. Support Specialist
Quest Diagnostics
08.2021 - 04.2025
- Works closely with clients, lab, client support, and sales reps to determine root cause to any issue that may arise and works diligently to obtain suitable resolution that is acceptable for both client and lab
- Responsible for documenting those actions taken to obtain resolution
- Championed best practices in ticket handling and case management, resulting in improved issue tracking accuracy.
- Mentored junior team members, fostering professional growth and enhanced problem-solving abilities.
- Enhanced communication within the support team through regular meetings, status updates, and collaborative tools usage.
Patient Service Representative/Claims Rep
CVS Specialty Pharmacy
11.2024 - 03.2025
- Handles inbound calls from medical offices, physicians, healthcare providers, and patients for prescription inquires, billing, claims, and updating insurance
- Important first-line of contact with our customers and providers to ensure patients are able to receive their specialty medication Process claims on behalf of patient.
- Verified insurance eligibility and coverage for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Filed and maintained patient records in accordance with HIPAA regulations.
Support Coordinator
Oxford Immunotec
06.2017 - 08.2021
- Effectively solves customer inquiries by phone or email, troubleshooting concerns and provides satisfactory solutions
- Contacts customers to resolve missing or unclear test requisition information; updates Harvest LIS as needed
- Monitors customer account activities and proactively identifies issues that require action and/or escalation
- Records all customer communication and activities in Salesforce.com
- Assists with all other Client Service activities and participates in continuous improvement
- Client
Data Entry Clerk
Oxford Immunotec
08.2016 - 06.2017
- Maintains database by entering new and updated customer and account information
- Processes patient documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution
- Maintains customer confidence and protects operations by keeping information confidential
Client Service Rep
PathGroup Labs
09.2012 - 07.2016
- Multi-task and provide excellent customer service to clients and patients who need to obtain medical records, acquire laboratory information, or add addition diagnostic or screening test
- Print, seal, and mail patient reports to Doctors' offices
- Act as liaison between client's office and laboratory
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
Specimen Processor I
Antech Diagnostics
08.2011 - 08.2012
- Processed high volumes of time-sensitive specimens without compromising accuracy or quality standards under tight deadlines.
- Accurately sorted and processed laboratory specimens, aliquot specimens into pour of tubes and place in proper racks
- Also collected and delivered the microbiology specimens
- Followed safety protocols while handling hazardous materials.
Medical Assistant/ Extern
The Pain Management Group
09.2010 - 05.2011
- Completed 160 hours of hands on medical training in both front and back office procedures, followed by a Medical Assistant/Medical Records position after finishing the externship
Education
Diploma - Medical Assisting
Remington College – Nashville Campus
Nashville, TN05.2011
Skills
- Pharmacy Support
- Charting/Filing/Billing
- Claims Processing
- Electronic health records
- SalesForce
- Ticketing system experience
- Network troubleshooting
- Data Entry
- Microsoft Office
- Client relationship building
- Remote support
- Escalation handling
Certification
- President’s Honor Roll 4.0 GPA
- OSHA-HIPAA-CPR -AED
Timeline
Patient Service Representative/Claims Rep
CVS Specialty Pharmacy
11.2024 - 03.2025
SR. Support Specialist
Quest Diagnostics
08.2021 - 04.2025
Support Coordinator
Oxford Immunotec
06.2017 - 08.2021
Data Entry Clerk
Oxford Immunotec
08.2016 - 06.2017
Client Service Rep
PathGroup Labs
09.2012 - 07.2016
Specimen Processor I
Antech Diagnostics
08.2011 - 08.2012
Medical Assistant/ Extern
The Pain Management Group
09.2010 - 05.2011
Diploma - Medical Assisting
Remington College – Nashville Campus
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