Desired Job Title
Customer Service Representative III -TemporaryScheduling CoordinatorMedical Record SpecialistWork Type
Full TimeContract WorkLocation Preference
RemoteHybridOn-SiteLocation: Humble, TX, US
Open to relocation: Yes
Open To Work
Kendra Byars
Humble,TX
Work Preference
Summary
Dedicated healthcare professional with over 10 years of experience in patient registration, scheduling, insurance benefits verification, and data management. Proven ability to leverage strong interpersonal skills to deliver exceptional patient support while streamlining admission processes. Well-versed in healthcare systems and compliance standards, ensuring adherence to regulations and enhancing operational effectiveness. Committed to fostering a positive patient experience and contributing to the success of healthcare initiatives.
Overview
8
8
years of professional experience
Work History
Customer Service Representative III -Temporary
Smith & Dean Professionals
Houston, TX
02.2025 - 03.2026
- Managed high-volume inbound and outbound calls providing efficient support to patients and healthcare providers providing pharmacy and medical benefits, and authorization information
- Reviewed drug formulary chart to verify tier levels and covered prescriptions under plan
- Reviewed and retrieved medical documentation for approval of service benefits
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions
- Reviewed EOBs, remittances, and payer correspondence to resolve outstanding balances.
- Submitted corrected claims, appeals, and reconsiderations with appropriate documentation.
- Reviewed EOC for complex issues for approval of benefit.
- Collaborated with healthcare providers to facilitate timely access to services for members
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Identified and resolved discrepancies and errors in customer accounts
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Clarified medical benefits to over 75+ patients , enhancing understanding and satisfaction,
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or
- Reviewed EOB’s, denied claims ICD-10 and CPT coded documents, ensuring accurate submissions and timely claim resolutions
- Ensured compliance with regulatory requirements, maintaining accurate records and documentation of benefits
Scheduling Coordinator
Texas Children's Hospital, TMC
Houston
05.2020 - 06.2025
- Customer service call center scheduling coordinator, coordinated complex scheduling for multiple departments, optimizing resource allocation and staff availability.
- Scheduled over 75+ patients appointments daily's using EPIC optimizing the utilization of over 35+ healthcare providers schedules by strategizing managing cancellations and reschedules, resulting in a 20% improvement in appointment availability.
- Recognized by leadership and quality assurance monthly for enhancing service quality and achieving first call resolution resulting in a Promotion and assisting with new company projects.
- Assist in training new staff members, creating a collaborative and efficient work environment.
- Triage patients that are needing immediate access to care.
- Reviewed physician orders and facilitated necessary follow-ups and screenings to support ongoing patient care.
- Partnered with healthcare teams to resolve patients appointments and or account issues, providing effective communication and enhancing service delivery.
- Digitized documents and integrated them into patient charts as required.
- Verified eligibility and updated patients insurance information as needed.
- Communicate with empathy and professionally with patients increasing patient loyalty and retention.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
Medical Record Specialist
Randstad
Houston, TX
01.2018 - 01.2020
- Managed 100+ patient records to ensure compliance with HIPAA regulations and organizational policies.
- Provided outstanding customer service to patients requesting copies of their medical records or seeking assistance with related inquiries.
- Examined standard and nonstandard forms and determine their appropriateness for inclusion in the health
record - Prepare patients charts for appointments the next day
- Managed the secure transfer of medical records between facilities, ensuring proper adherence to privacy regulations and patient confidentiality guidelines.
- Performed troubleshooting, routine maintenance, and adjust settings on the scanning equipment
- Scanned documents into the EHR system.
- Examined pages and verified patient identification on each page. Appropriately batched documents.
- Update and maintain accurate patient files, both physical and electronic, while ensuring confidentiality and
compliance with HIPAA regulations. - Familiar with medical record components, physician documentation, and service codes
- Answer phone calls and relay messages.
Managed patient documentation by accurately scanning, indexing, and maintaining records within
electronic systems. - Oversaw maintenance of confidential records, ensuring integrity and security across all platforms.
Education
High School Diploma -
Gary Job Corp
San Marcos, TX01-2005
Skills
- Patient Registration and Scheduling
- Managed Care Knowledge
- Medical Claims, Authorizations and Appeals
- Medical And Pharmacy Benefits
- Eligibility Verification
- Medical Office Administration
- EMR / EHR
- Document Scanning
- Data Entry
- Medical Records Management
- HIPAA Compliant
- Critical Thinking
- Problem Resolution
- Call Center Experience
- Computer Proficiency
- CRM Software
Timeline
Customer Service Representative III -Temporary
Smith & Dean Professionals
02.2025 - 03.2026
Scheduling Coordinator
Texas Children's Hospital, TMC
05.2020 - 06.2025
Medical Record Specialist
Randstad
01.2018 - 01.2020
High School Diploma -
Gary Job Corp