CHANE' WATKINS
Inova
Camp Springs,Maryland
17
years of professional experience
Healthcare professional with proven track record in patient access management. Known for enhancing patient satisfaction through efficient registration and problem-solving. Reliable team collaborator, adaptable to changing environments, with expertise in patient data management and communication.
Work History
Patient Access Associate I
1 Year 3 Months- Assist patients with registration, scheduling, insurance verification, and questions about accessing healthcare services in a hospital setting.
- Collect, verify, and document patient demographics, insurance details, and service information accurately in Epic electronic health records.
- Identified and resolved missing or inconsistent information to streamline registration and scheduling processes.
- Supported coordinated service delivery by confirming documentation requirements and effectively communicating scheduling details to patients and care teams.
- Responded to patient account and registration concerns; coordinated with billing teams and insurers to research issues and provide clear next steps.
- Communicate professionally with patients, clinical staff, and administrative teams to clarify needs, relay information, and escalate complex requests.
- Protect sensitive patient information in accordance with HIPAA requirements and organizational procedures.
Inbound Expert
1 Month- Managed incoming inventory and reviewed shipment information, ensuring accurate stock records.
- Compared incoming merchandise with associated records, identifying and resolving discrepancies.
- Coordinated with multiple departments to enhance daily operations and streamline inventory flow.
Customer Care Representative
1 Year 1 Month- Handled inbound inquiries from members, clients, and healthcare facilities, listening to service needs and responding professionally while protecting confidential information.
- Gathered and reviewed caller information to clarify requests and determine next steps for effective resolution.
- Documented caller interactions, service requests, and follow-up information accurately in internal tracking systems to maintain clear records.
- Applied service procedures to address routine concerns and escalated complex issues to appropriate staff for timely resolution.
Customer Service Associate
8 Months- Addressed customer questions, concerns, and service needs to enhance satisfaction.
- Resolved routine customer issues and escalated concerns.
- Resolved customer inquiries, returns, and exchanges with accurate policy application.
- Processed register transactions, cash handling, and payment balancing with consistency.
- Assisted shoppers with product location, pricing, and promotional questions.
Barista / Customer Service Associate
5 Years 6 Months- Delivered customer service, processed transactions accurately, and ensured cash-handling integrity while supporting daily operations.
- Prepared espresso beverages, drip coffee, and seasonal drinks to maintain consistent service quality.
- Operated POS system, processed cash and card transactions, and balanced register accurately.
- Recommended pastries, sandwiches, and coffee pairings to support sales and guest satisfaction.
Certified Nursing Assistant
11 Months- Monitored and documented resident vital signs, ensuring timely identification of health changes.
- Recorded resident care activities and observations in medical records, supporting accurate and comprehensive patient histories.
- Communicated resident concerns and changes to nursing staff, facilitating prompt interventions while maintaining patient confidentiality.
Education
Master of I/O Psychology
In Progress
Bachelor of Arts - Psychology
Skills
Customer service
Service navigation
Referral coordination
Data entry
Records management
Patient and Member Support
Inquiry Resolution & Escalation
Inquiry resolution
Information research
Electronic Case Notes & Data Entry
Department coordination
Policy compliance
Stakeholder Communication
Microsoft Office
Empathetic approach
Empathetic Communication
HIPAA compliance
Insurance Verification
Timeline
Patient Access Associate I
Inova
08.2025 - CurrentRead More
Inbound Expert
Target
06.2025 - 07.2025Read More
Customer Care Representative
MTM
08.2023 - 09.2024Read More
Customer Service Associate
Roses Store
11.2020 - 07.2021Read More
Certified Nursing Assistant
Collington Nursing Home
03.2011 - 02.2012Read More
Barista / Customer Service Associate
Firehook Bakery
06.2009 - 12.2014Read More
Southern New Hampshire University
Bachelor of Arts from Psychology
Read More
Capella University
Master of I/O Psychology
Read More