Kendra Byars
Summary
Results-driven healthcare professional with a proven ability to deliver exceptional patient service while ensuring accuracy, efficiency, and compliance in healthcare operations. Experienced in patient registration, scheduling, insurance verification, medical records, and front-office coordination. Known for building trust with patients, resolving concerns professionally, and thriving in high-volume environments. Committed to improving patient satisfaction, supporting clinical teams, and contributing to organizational success through professionalism, integrity, and compassionate care.
Overview
8
8
years of professional experience
Work History
Customer Service Representative III - Temporary
Smith & Dean Professionals
Houston, TX
07.2025 - 06.2026
- 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
- Processed high volumes of transactions efficiently using ERP systems.
Scheduling Coordinator
Texas Children's Hospital, TMC
Houston
05.2020 - 06.2025
- Customer service call center scheduling coordinator, providing an exceptional patient experience , 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.
- 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
Associate of Applied Science - Health Administration
San Jacinto College
Pasadena, TX07-2026
Skills
- Patient Registration and Scheduling
- Managed Care Knowledge
- Medical And Pharmacy Benefits
- EMR / EHR
- Medical Records Management
- Critical Thinking
- Computer Proficiency
- Call Center Experience
- Medical Claims, Authorizations and Appeals
- Eligibility Verification
- Data Entry
- HIPAA Compliant
- Problem Resolution
- CRM Software
Timeline
Customer Service Representative III - Temporary
Smith & Dean Professionals
07.2025 - 06.2026
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
Associate of Applied Science - Health Administration
San Jacinto College