Asia Russell-Terry
Newark
Summary
Motivated Criminal Justice graduate with 15+ years of experience in healthcare administration, patient services, and customer relations. Brings strong skills in interviewing, documentation, conflict resolution, and supporting vulnerable populations. Proven ability to gather facts, analyze information, de‑escalate conflict, and maintain accurate, confidential records. Committed to ethical decision‑making and contributing to meaningful change through investigative support, case management, or court operations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Penn Medicine Chester County Hospital
West Chester, PA
01.2025 - 06.2026
- Conducted detailed interviews to verify identity, demographics, and insurance.
- Verified benefits, authorizations, pre‑certifications, and referrals.
- Processed co‑pays, posted payments, and completed daily reconciliation.
- Explained HIPAA rights and obtained required signatures.
- Delivered professional communication to patients, staff, and external agencies.
- Scheduled evaluations and coordinated appointments with accuracy.
Customer Support Specialist
Christiana Care Health System-Wilmington Hospiital
Wilmington, DE
07.2020 - 06.2023
- Triaged patient concerns and gathered facts for follow‑up care.
- Collected and verified sensitive medical and insurance information.
- Resolved conflicts and de‑escalated emotionally charged situations.
- Monitored COVID‑19 results and documented questionnaires.
- Advocated for staff and led monthly workflow improvement meetings.
- Maintained physician schedules and coordinated surgical consults.
Patient Service Representative Team Lead
Simon Eye Associates
01.2019 - 03.2020
- Managed patient check‑in/out and scheduled appointments.
- Collected medical, demographic, and insurance information.
- Maintained schedules for five physicians and processed payments.
Customer Service Representative
Kelly Services
Remote, DE
03.2018 - 09.2018
- Conducted troubleshooting interviews to identify root causes.
- Documented each interaction thoroughly for case accuracy.
- Managed multiple cases simultaneously with professionalism.
Patient Care Technician
Christiana Care Health System
Newark, DE
12.2013 - 05.2017
- Assisted with crisis situations including Rapid Response Team events.
- Documented patient observations and care activities.
- Supported charge nurses and trained new staff.
- Managed communication and documentation as Unit Clerk.
Direct Support Professional
Kencrest Services
Dover, DE
03.2012 - 04.2013
- Supported individuals with behavioral and developmental challenges.
- Completed incident reports, behavioral logs, and seizure charts.
- Promoted independence and provided life‑skills coaching.
Education
Bachelor of Science - Criminal Justice
Wilmington University
New Castle, DE06.2025
High School Diploma -
Delcastle Technical High School
Wilmington, DE05.2010
Skills
- Client Interviewing
- Case Documentation
- Conflict Resolution
- Crisis Intervention
- Investigative Thinking & Fact‑Finding
- Confidentiality & Ethical Standards
- Insurance & Identity Verification
- Scheduling & Coordination
- Communication & Professional Writing
- Leadership & Team Collaboration
- Computer Skills: EPIC, Soarian, Cedaron, Revenue Cycle, Microsoft Office, Mac/Windows
Additional Healthcare
Direct Support Supervisor
KenCrest Services | Dover, DE | 2012–2013
- Supervised client care, administered medications, maintained documentation, and promoted independent living.
Certified Nursing Assistant
Silver Lake Center | Dover, DE | 2011–2012
Certified Nursing Assistant
Courtland Manor | Dover, DE | 2010–2011
- Assisted residents with activities of daily living, monitored vital signs, documented patient care, and collaborated with nursing staff.
Office Administrator
Medical Staffing | New Castle, DE | 2009–2010
- Managed scheduling, office administration, documentation, and customer communications.
Certification
- Crime Scene Investigation
- CNA
Timeline
Patient Service Representative
Penn Medicine Chester County Hospital
01.2025 - 06.2026
Customer Support Specialist
Christiana Care Health System-Wilmington Hospiital
07.2020 - 06.2023
Patient Service Representative Team Lead
Simon Eye Associates
01.2019 - 03.2020
Customer Service Representative
Kelly Services
03.2018 - 09.2018
Patient Care Technician
Christiana Care Health System
12.2013 - 05.2017
Direct Support Professional
Kencrest Services
03.2012 - 04.2013
Bachelor of Science - Criminal Justice
Wilmington University
High School Diploma -
Delcastle Technical High School