Iyonna Demmons
Augusta,GA
Summary
Healthcare administration and customer experience professional with over six years of experience supporting hospital systems, higher education institutions, and large retail operations. Proven ability to lead teams, streamline administrative workflows, and deliver high-quality service in fast-paced environments. Experienced with EMR and CRM systems, HIPAA compliance, patient account resolution, and contact center performance standards. Recognized for strong communication, operational problem-solving, and training staff to improve service delivery. Bachelor of Business Administration graduate with a focus on leveraging technology and AI-driven tools to enhance customer service operations.
Overview
9
9
years of professional experience
2022
2022
years of post-secondary education
Work History
Collections Representative
HCA Healthcare
09.2025 - Current
- Manage a high volume of inbound and outbound patient account calls while maintaining strong customer service and compliance standards.
- Work directly with patients and guarantors to secure payments and establish payment arrangements for outstanding balances.
- Accurately document account updates and actions within internal patient account systems.
- Identify complex or problem accounts and escalate issues appropriately to support timely resolution.
- Maintain production and quality assurance metrics in a fast-paced healthcare contact center environment.
- Collaborate with team members and leadership to support department goals and improve patient financial experience.
Patient Registration Supervisor
HCA Healthcare – TriStar Skyline Medical Center
Nashville, TN
09.2021 - 05.2024
- Supervised patient registration and front-end operations in a high-volume hospital setting.
- Led intake teams responsible for patient check-in, insurance verification, and account setup.
- Improved operational efficiency by supporting EMR workflow improvements and reducing patient registration errors.
- Collaborated with finance, clinical, and administrative teams to resolve patient account discrepancies.
- Trained and onboarded new staff on registration workflows, compliance requirements, and service standards.
- Provided after-hours operational support to address urgent patient registration and system issues.
Administrative Assistant
Kroger
Augusta, GA
03.2017 - 07.2021
- Supported daily store administrative operations including scheduling, documentation, and coordination.
- Facilitated communication between management, staff, and external vendors.
- Assisted with employee onboarding and training on administrative procedures and customer service standards.
- Maintained operational reports, records, and internal documentation.
- Supported store marketing initiatives and promotional events requiring cross-team coordination.
Admissions Assistant
East Georgia State College
Augusta, GA
08.2019 - 05.2021
- Managed high volumes of phone and email inquiries from prospective students.
- Maintained accurate applicant records using CRM systems and data entry tools.
- Assisted with admissions communications and recruitment materials.
- Supported cross-departmental efforts to improve student onboarding and admissions processes.
Education
Bachelor of Business Administration (BBA) -
Georgia Military College
03.2026 - 03.2026
Associate Degree - Health Administration
East Georgia State College
Augusta, GASkills
- Patient Access & Healthcare Administration
- Customer Experience & Contact Center Operations
- Team Leadership & Staff Training
- Electronic Medical Records (EMR) & CRM Systems
- HIPAA Compliance & Medical Privacy Standards
- Process Improvement & Workflow Optimization
- Account Resolution & Escalation Management
- Data Entry, Documentation & Reporting Accuracy
- Microsoft Office (Excel, Word, Outlook)
- Cross-Functional Collaboration
- Contact Center Metrics & Performance Standards
- Interest in AI & Technology in Customer Service Operations
Additional Tools And Knowledge
- Electronic Medical Records (EMR) Systems
- HIPAA Compliance
- Case Management & Patient Accounts
- Microsoft Excel, Word, Outlook
- Customer Relationship Management (CRM) Tools
- Interest in AI Technology for Customer Service and Operations
Timeline
Bachelor of Business Administration (BBA) -
Georgia Military College
03.2026 - 03.2026
Collections Representative
HCA Healthcare
09.2025 - Current
Patient Registration Supervisor
HCA Healthcare – TriStar Skyline Medical Center
09.2021 - 05.2024
Admissions Assistant
East Georgia State College
08.2019 - 05.2021
Administrative Assistant
Kroger
03.2017 - 07.2021
Associate Degree - Health Administration
East Georgia State College