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Danielle A. potts

Customer Service Representative

Work History

September 2016Present

Patient Services Advocate/Pharmacy Workers Compensation Specialist

Southwest Medical Associates/Optum Rx 

Southwest Medical - Processing task orders to Adult Medicine, OB/GYN and Pediatric Offices. Scheduling a broad range of Radiology Exams. Scheduling OB/GYN, Adult Medicine, Pediatric appointments. Scheduling specialty  office appointments  such as Gastroenterology, Rheumatology, Cardiology, Endocrinology, and Pain Management. Processing medication refill orders. Reading and processing radiology referrals. Processing referral exams. Taking 72-100 calls daily. Adhering to a matrix system. 

Medical Systems -  AYS-At Your Service, Genesis soft phone system, Touch Works, Centricity, IDX, Microsoft - Excel, Power Point, Word. 

Optum RX - Processing Workers Compensation Claims, Adding Patient Claims to appropriate systems, inbound calls from insurance adjusters, inbound calls from major pharmacy's, authorizing medications, restricting medications, and doctors. Processing prior authorizations to major insurance companies for decisions on medications. Identifying medications and strengths, emailing various teams and insurance companies. 

December 2013September 2016

Contact Center Agent

MGM Grand Resorts International

In-Bound Calls for Hotel Room Reservations, Show Ticketing Reservations, and Dining Reservations. Processing account refunds. Referring Guest to Rewards (M-life) Program. Maintains knowledge of all MGM Grand Resort Property Rooms, Shows, and Dining.   


Customer Service/Call Center 
  • Advance Customer Service skills,
  • Inbound and Outbound Calls
  • Adhering to flexible schedule
  • Hard Phone and Soft phone
  • High Volume Call Center
  • Pharmacy Eligibility  
  • Medicare Benefits Eligibility 
  • Benefits Specialist
  • Seven Years of Customer Service/Call Center Experience
  • Technical Support
  • Shipping/Receiving 
  • Product Recall
  • Payments and Services Support
  • Device Troubleshooting
  • Arthics Ticketing System
  • Guest Bridge Dining Reservation System 
  • Operating a 15 Passenger Mini Bus
  • Operating and Transporting Passenger Via Van
  • Bus Driver 
  • Hospitality & Lodging Systems
Office Duties and Programs
  • Filing Charts
  • Multi-line Phone
  • Faxing Machines
  • Microsoft Excel 
  • Microsoft Power Point
  • Microsoft Word
  • Microsoft Outlook
  • Typing 35 wpm  
  • 10-Key
  • Faxing
  • Sequoia Workers Compensation Claim System (C4)
  • Rx Claim Pharmacy System (SXC) 
Leadership Skills - United Health Group/Optum Rx

Mentoring and Training a team of 5; Advising a team of 5; Assisting with daily work task; Answering various questions about my day to day process of duties; Coaching a team of 5; Listening to calls and advising; 



High School Diploma

Benton Harbor High School

General Studies Diploma


Hospitality Administration 

Ivy Tech Community College

Knowledge Of Hospitality Field 


Jun 2013Present

Food & Beverage Supervision 

Ivy Tech Community College
I've passed all Academics to become certified to be a Food and Beverage Supervisor.
Jan 2013Present

Hospitality Human Resource Management and Supervision 

Ivy Tech Community College 
I've passed all Academics to become certified to be a Human Resource Manager in the Hospitality Field.  


Untied Health Group/Optum Rx

Leadership Resignation - For Training & Mentoring a Team of 5