Operations & Patient Access Professional
Resume:
DEBRA R. JAMES
** ******* ****** • Little Rock, AR 72210
*.**********@*****.***
SUMMARY OF QUALIFICATIONS
Experienced operations and administrative professional with extensive experience supporting patient/customer access, coordinating multidisciplinary workflows, and managing highvolume communication channels across clinical and communitybased environments. Skilled in interpreting instructions, reviewing electronic medical records, and resolving customer/patient concerns. Demonstrated ability to collaborate with interprofessional teams, communicate tactfully with distressed customers/patients, and maintain accuracy in advanced customer/patient systems. Additional strengths in compliance, documentation, conflict resolution, and operational efficiency from law enforcement, logistics, and business administration.
CORE COMPETENCIES
Interprofessional Care Coordination
Advanced Administrative Workflow Management
Regulatory Compliance & Confidentiality
EMR Review & Documentation Accuracy
Secure Messaging, Phone, Chat & Digital Communication
Patient Access & Eligibility Determination and Support
Data Validation, Issue Resolution, Customer Service & Conflict Deescalation
HighVolume Multisite Workflow Support and Prioritization & Deadline Management
PROFESSIONAL EXPERIENCE
Financial Counselor II 2012 – 2014
Baptist Hospital – North Little Rock, Arkansas
Provide administrative and patient support across channels.
Manage highvolume communication through telephone, secure messaging, chat, and digital platforms, ensuring timely responses and accurate routing to clinical teams.
Reviewing documentation, verifying eligibility, interpreting and verifying insurance requirements and reviewing electronic medical records to confirm documentation and to identify missing information, and support continuity of care.
Obtain medical documentation from patients and external
Communicate tactfully and effectively with patients experiencing distress, frustration, or confusion; deescalation of situations and resolving complaints when appropriate.
Maintain accuracy across multiple advanced patient systems, validating data, resolving discrepancies, and ensuring seamless operational flow.
Financial Services Representative (Inbound/Outbound- Call Center) 2006 – 2010
Alltel / Verizon Wireless – Little Rock, Arkansas
Improved customer satisfaction by adjusting plans and resolving billing issues.
Provided technical assistance for devices.
Explained plan options and recommended bestfit solutions.
Supported financial data collection and account maintenance.
Resolved customer concerns independently by communicating clearly with distressed or frustrated customers, de-escalating calls, and addressing complaints.
Provide administrative and customer support across multiple workflow channels.
Program Eligibility Specialist II 2000 – 2004
Arkansas Department of Human Services – Benton, Arkansas
Conducted detailed eligibility determinations for federal and state assistance programs by reviewing applications, verifying documentation, and applying complex policy and procedural guidelines with accuracy and consistency.
Managed a highvolume caseload independently, ensuring timely processing, compliance with regulatory requirements, and thorough documentation in agency systems.
Interviewed clients to assess needs, explain program requirements, and guide them through available benefits, services, and careerplanning resources.
Collaborated with internal staff, community partners, and external agencies to obtain required information, resolve discrepancies, and support coordinated service delivery.
Maintained strict confidentiality while handling sensitive personal and financial information, ensuring adherence to state and federal privacy standards.
Delivered clear, empathetic communication to individuals experiencing financial hardship or crisis, helping them navigate complex processes and access needed support.
Assistant Area Manager – Probation/Parole Services 2007 – 2025
Arkansas Department of Community Correction – Little Rock, Arkansas
Supervised probation officers and supported caseload management, reducing administrative backlog.
Developed training modules and onboarding materials to improve officer readiness and compliance with state regulations.
Maintained detailed documentation, case files, and reports while ensuring accuracy, confidentiality, and adherence to legal standards.
Coordinated with courts, law enforcement, treatment providers, and community agencies to support client needs and program requirements.
Applied deescalation techniques and professional communication with individuals in crisis.
EDUCATION
Doctor of Business Administration (DBA)
Master of Business Administration (MBA)
Bachelor of Liberal and Fines Arts – Sociology
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