Summary
Overview
Work History
Education
Skills
Timeline
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Dwayne Collins

Philadelphia

Summary

Compassionate and detail-oriented healthcare professional with over three years of experience in patient advocacy, virtual care coordination, and healthcare reimbursement support. Proven success managing remote operations, resolving escalated patient concerns, and facilitating pharmacy benefit access using tools like Express Scripts, CoverMyMeds, and Change Healthcare. Skilled in reimbursement reconciliation, HIPAA-compliant documentation, and expense tracking within patient support programs. Adept at collaborating across clinical and administrative teams to ensure a seamless, empathetic, and compliant patient experience from intake through financial assistance. Highly organized, proactive, and committed to delivering high-quality service in fast-paced healthcare environments.

Overview

12
12
years of professional experience

Work History

Healthcare Advocate Supervisor

Accolade Health
Plymouth Meeting
10.2021 - Current
  • Managed virtual patient support operations across HIPAA-compliant platforms, focusing on service intake, care coordination, and post-care follow-up to improve patient satisfaction and outcomes.
  • Reviewed and resolved escalated service and benefit-related concerns, often involving billing, pharmacy reimbursement eligibility, or coordination with insurance, and third-party support programs.
  • Supported pharmacy-related reimbursement activities using platforms such as CoverMyMeds, Express Scripts (PBM portal), and Change Healthcare to verify patient medication access, process claims, and ensure payment resolution.
  • Utilized internal systems and spreadsheets to record, reconcile, and monitor care service metrics, ensuring accuracy in patient tracking, service approvals, and process reporting.
  • Maintained detailed documentation of service activities and expense-related case notes for reimbursement validation and audit compliance.
  • Partnered with cross-functional teams including clinical nurses, benefit coordinators, and administrative staff to streamline workflows and identify improvements in service delivery and pharmacy benefit access.
  • Provided performance coaching and onboarding for remote team members while ensuring adherence to patient care protocols, privacy regulations, and operational compliance standards.
  • Contributed to the development of process improvements related to virtual care efficiency, patient case documentation, and reimbursement support practices.

Fashion Stylist

Banana Republic
King Of Prussia
10.2013 - 11.2022
  • Curated and styled wardrobe selections for clients, photoshoots, and events, aligning fashion choices with personal brand, trends, and themes.
  • Consulted with clients to assess needs and deliver personalized style solutions.
  • Maintained up-to-date knowledge of fashion trends, fabrics, and designers.
  • Managed wardrobe logistics, fittings, and sourcing from showrooms, boutiques, and PR contacts to ensure seamless styling experiences.

Delivery Driver Trainer Supervisor

Amazon
Conshohocken
10.2020 - 10.2021
  • Oversaw daily operations of delivery routes, and supervised a team of Amazon delivery drivers to ensure timely and accurate package deliveries.
  • Coordinated driver schedules, monitored route performance, and provided coaching to improve delivery efficiency and customer satisfaction.
  • Collaborated with warehouse and logistics teams to optimize last-mile delivery operations, manage package flow, and maintain high standards of service quality.
  • Tracked performance metrics, and supported driver onboarding and training programs.

Education

Bachelor of Science - Business Management

Utica College
Utica, NY
05-2019

Skills

  • Reimbursement reconciliation and expense processing
  • Pharmacy Benefit Management (PBM) portal use – eg, Express Scripts, CoverMyMeds, Change Healthcare
  • Patient support and care coordination
  • HIPAA compliance and regulatory documentation
  • Remote Operations & Telehealth Workflow Management
  • Electronic Health Records (EHR) and Case Tracking Systems
  • Concur or similar expense systems familiarity
  • Benefit verification and prior authorization support
  • Performance monitoring and service quality improvement
  • Strong verbal and written communication
  • Conflict resolution and patient empathy
  • Cross-functional team collaboration
  • Time management and case prioritization
  • Training and onboarding for remote teams

Timeline

Healthcare Advocate Supervisor

Accolade Health
10.2021 - Current

Delivery Driver Trainer Supervisor

Amazon
10.2020 - 10.2021

Fashion Stylist

Banana Republic
10.2013 - 11.2022

Bachelor of Science - Business Management

Utica College

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Dwayne Collins