Danielle Stern Healthcare Customer Service & Case Management

Case Manager

Cardinal Health

Sep 2025 - Current (1 year 2 months)

09/2025 - Current | Case Manager (Contractor) | Cardinal Health, Sonexus & DupixentMyWay (Remote)
- Responsible for case management for Dupixent Medicare Part D Patient Assistance Program renewals, from benefit verification (BV), to medication delivery, ensuring an exceptional patient experience.
- Work with physicians, specialty pharmacies, payors and patients, to conduct BV, obtain prior authorization (PA), coordinate appeals and PA outcomes, making 30 to 60 outbound calls daily. Maintain compliance requirements and resolve missing information, for HIPAA, patient consent, prescriptive authority and in assessment of program financial criteria and other documentation.
- Help patients understand recent Medicare changes, the

Patient Service Representative

Pediatric Home Service

Aug 2024 - Sep 2025 (1 year 2 months)

Patient Services Specialist | Prior Authorization Specialist | PHS, LLC | Central, TX (Remote)
Obtain B&E, HCPCS precertification, prior authorizations and statements of medical necessity.
Maintain medical records and ensure accuracy of and compliance for supporting documentation.
Communicate with hospitals, clinics, providers, patients, and vendors to facilitate medical supply orders.
Resolve communication, insurance, prescription and documentation deficiencies to improve delivery and patient satisfaction.

Interrim Executive Assistant to the CEO

Greater Texas Credit Union

May 2024 - Aug 2024 (4 months)

Greater Texas Federal Credit Union | Austin, Texas | Executive Assistant to the President & CEO (Contractor)
Interim Executive Admin to the President and CEO of a community credit union with $1 billion in assets. Supported nine executives and seven-member Board of Directors. Scheduled meetings, coordinated corporate events, provided meeting minutes. Managed monthly board reporting and update of bylaws and policies.

Patient Access Coordinator, II

Envera Health

Jan 2023 - Feb 2024 (1 year 2 months)

Orthopedic patient access coordinator for pain management, sports medicine, spine, upper and lower extremity, post-op, follow-up and second opinion scheduling, for renowned Newport Beach, CA orthopedic clinic.

Recognized for accuracy, teamwork, communication, documentation, follow-through and patient care.

Scheduled appointments with attention to accuracy, clarification of appointment details, managing overall and response time expectations; ensured proper screening procedures, per clinic protocol, HIPAA and federal healthcare standards.

Screened for and relayed urgent and emergent changes in patients' conditions to medical providers on call.

Verified insurance, referrals and authorizations for

Healthcare Billing and Customer Service Specialist

Ensemble Health Partners

Apr 2022 - Dec 2022 (9 months)

- Enforced HIPAA standards, PCI compliance and confidentiality
- Resolved complex account, accounting and billing issues
- Coordinated, communicated and documented intra-departmental resolutions
- Communicated with third-party payers
- Documented claim resolutions
- Pre-screen for financial assistance, set up and update payment plans
- Communicated patient balances, calculated discounts and collected payments
- Certified Revenue Cycle Representative (CRCR) certified
- Exceeded daily KPIs and revenue goals

Patient Services Specialist, Revenue Cycle Management (RCM)

Modernizing Medicine Gastroenterology formerly gMed

Sep 2021 - Dec 2021 (4 months)

Patient Services Specialist | The HCI Group | Modernizing Medicine, Boca Raton, FL (Remote)
- Served as primary contact for all inbound and outbound patient calls (10 - 20 patient calls per hour) regarding balance inquiries, insurance processing, and payment collections.
- Collected payments, provided information regarding account ledgers and claims, and updated demographic and insurance details in PM system. Initiated outbound calls to patients of Revenue Cycle Management (RCM) clients.
- Resolved coding (CPT and ICD-10-CM), insurance and demographic errors to increase client revenue.
- Upheld strictest HIPAA standards to protect patient privacy and PHI, and privacy regulations for PCI compliance and PII.
- Reso

Healthcare Intake Specialist, Durable Medical Equipment (DME)

Acelity

Nov 2020 - Apr 2021 (6 months)

DME Healthcare Intake Specialist | Experis | 3M+KCI, San Antonio, TX (Remote)
- Analyzed, prioritized and prepared orders for Negative Wound Pressure Therapy (NPWT) wound vacs, from hospitals, clinics, independent providers and home health agencies.
- Validated handwritten and electronic prescription signatures for medicare, managed care and medicaid prescriptions. Initiated prior authorization for orders of durable medical equipment (DME) CPT/HCPCS codes, by phone, fax and through online payer portals.
- Abstracted medical records for primary and secondary diagnoses and comorbidities; extracted insurance authorization form missing elements and annotated clinical and insurance documentation, to meet payer and regulatory cr

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Medical Front Office Admin | Medical Billing & Coding (Student)

United Training Academy

Aug 2020 - Nov 2020 (4 months)

Medical Office Assistant with 10+ years’ experience providing friendly, courteous and exceptional customer service in fast-paced office environments.
Comfortable working within all areas of Medical Office structure, from daily office management tasks to empathetic patient care and management as well as behind-the-scenes medical billing and coding duties
Experience managing health care information by ensuring its quality, accuracy, accessibility, and security
Processing confidential patient information with understanding of laws and ethics patient information
Excellent verbal and written communication skills and customer service expertise
Analytical and problem-solving skills with attention to detail and accuracy <

Receptionist | Benefits Processor | Event Coordinator

Hanger Inc

Jun 2019 - Mar 2020 (10 months)

Contract Temp for Ajilon, Mindlance & Adecco
Front and general office coverage, benefits processing, and trade show coordinator, for Forcepoint, Myriad RBM, Hanger, Inc., Edgenuity, Myriad RBM, Cigna and Integra LifeScience.

Customer Support Analyst | Insight Global | Abila MIP Fund Accounting

Abila

Jul 2018 - Dec 2018 (6 months)

Provided technical support and software training for non-profit MIP Fund Accounting software users, including issues related to environment, database, and applications interfacing with Abila/Community Brands products and services such as Microsoft Windows, Server/OS, Microsoft SQL Server, Microsoft Office, and IIS. Documented and delivered troubleshooting steps by phone, chat, NetSuite CRM and email.

Customer Plaza Receptionist | Allied Universal

Samsung Electronics America

Jan 2018 - May 2018 (5 months)

Receptionist | Samsung Austin Semiconductor
VIP Customer Plaza lobby receptionist, badging agent and security personnel for meetings, hosted by C-level staff. Provided customer service to employees, greeted and directed visitors, scanned for authorized devices, and performed administrative duties, requiring advanced Microsoft Office Suite skills and knowledge of, TekControl, and Samsung Knox Portal (Enterprise Security Platform).

Executive Assistant | Austin

Greater Texas Credit Union

Jan 2018 - May 2018 (5 months)

Interim Executive Assistant to President/CEO of Greater Texas Federal Credit Union

Supported President & CEO, three C-level executives, senior managers and eleven-member board of directors for $6M+ federal credit union. Maintain expense accounts, provide office and project management, meeting and event planning, technical writing and editing, travel coordination, expense reconciliation, and more.

Receptionist | Hostess | Admin Specialist

Resource Staffing

Feb 2017 - Nov 2017 (10 months)

Admin Specialist; Receptionist; Model Home Hostess; Customer Service & Security | Functioned as a receptionist, call intake, sales and administrative assistant. Provided customer service and sales support to sales staff, prospective buyers, vendors and brokers, for Sitterle, MI Homes, Brookfield Residential and Lennar, in Austin, Georgetown and Leander.

Customer Care Coordinator

Century Communities Inc NYSECCS

Mar 2016 - Feb 2017 (1 year)

Warranty and customer service manager for luxury homeowners in 30 communities and three [Austin, San Antonio, and Build-on-Your-Own-Lot (BOYL)] divisions. Improved AVID survey ratings, team and customer communication, and negotiated solutions to long-standing repair and service issues. Earned recognition as Employee of the Month, August 2016, and Employee of the Quarter (Q3), October, 2016

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Freelance Writer | Project Manager

Virtual Blink of an Eye Inc

Jul 2013 - Apr 2016 (2 years 10 months)

Copywriting, online and editing services, technical video transcription, engineering, meeting, marketing and medical transcription and market research. Project & Call Center Manager, Austin Disaster Relief Network (ADRN), for Central Texas floods of 2015. Provided writing, editing, project management, presentation graphics, journalism, social media set-up (Facebook, Twitter, Google+, etc.).

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Business Contracts Analyst

Texasgov

Sep 2011 - Jul 2013 (1 year 11 months)

Technical writer and business analyst for NIC and Texas State public-private partnership. Coordinated update of terms and conditions and drafted language for customer agreements, amendments, non-disclosure agreements (NDAs), and service agreements. Resolved or researched contract issues.
Managed renewals, templates, SharePoint libraries, and transitioned legacy files to digital storage. Screened vendor contracts and coordinated legal review, with NIC attorneys and management, agency, county, court, vendor attorneys and procurement staff. Provided ad hoc analyses, reporting and quality assurance support. Created amendment template. Documented process improvements and best practices and trained successor.

Sr. Documentation Analyst, Investment IT Division

Teacher Retirement System of Texas

Sep 2008 - May 2009 (9 months)

Technical Writer–Teachers Retirement System of Texas, Investment IT Department. Wrote system, application, process, implementation, training and special project documentation. Provided schematics, editing and presentation graphics for Investment IT Division. Managed SharePoint library permissions, versioning and content management. Provided analysis for MS Outlook integration with MS Exchange Server and Steelcase—Room Wizard™, during relocation. Assessed training needs and updated scheduling policies and procedures. Transcribed weekly Grant Thornton meetings, during IT department restructuring. Special projects, administrative and other duties as assigned.

Danielle Stern

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Danielle Stern

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Behavioral traits