Kendra Emery
Reno
Summary
Patient Access Representative with background in managing patient admissions, insurance verification, and scheduling appointments. Possess strong communication skills to professionally interact with patients, families, and healthcare professionals. Demonstrated ability to maintain confidentiality while providing high-quality customer service. Notable contributions include improving workflow efficiency and reducing patient wait times.
Overview
14
14
years of professional experience
2000
2000
years of post-secondary education
Work History
Patient Access Representative
Renown regional Medical Center
Reno
09.2024 - Current
- Manage patient check-in and appointment scheduling efficiently.
- Collect and verify patient insurance information accurately.
- Assist patients with registration forms and inquiries professionally.
- Update demographic and financial information.
Licensed Insurance Agent
UnitedHealthcare
Reno
08.2016 - 09.2024
- Assisted clients in selecting appropriate insurance plans based on individual needs.
- Educated customers about policy details, coverage options, and benefits.
- Processed applications and managed documentation for insurance policies efficiently.
- Process payments, update account information, and upsell AARP memberships.
- Providing benefit claims information for providers.
- Answer complex-customer service calls.
- Peer to peer escalation calls.
- Conducted regular follow-ups to ensure customer satisfaction and retention strategies.
- Participated in training sessions to stay updated on insurance regulations and products.
Advanced technical support specialist
Aloricares
Reno
06.2015 - 08.2016
- Provided advanced technical support for software and hardware issues.
- Utilized ticketing systems to track and manage support requests.
- Resolved customer complaints in a timely manner while following company policies and procedures.
- Provided technical support to customers over the phone and through email.
- Developed solutions to customer inquiries and escalated complex issues to senior personnel.
- Maintained detailed records of customer interactions and problem resolutions.
- Performed troubleshooting of network connectivity problems.
Inbound Call Center Representative
Home Depot
San Mateo
09.2011 - 05.2015
- Managed high volumes of inbound customer inquiries efficiently.
- Provided expert product knowledge to assist customers with purchases.
- Resolved customer complaints with empathy and professionalism.
- Maintained up-to-date knowledge of promotions and store policies for customer support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Researched required information using available .
- Provide support to store department leaders
Education
CNA - Nursing Assistant
CPR For Life
Oakland, CA 03.2013 - 05.2013
MA - Medical Assisting
Western Career College Oakland, California
San Leandro, CA 07.2008 - 10.2009
GED
Oakland, CASkills
- Appointment scheduling
- Insurance verification
- Patient registration
- Understanding of claims
- Documentation accuracy
- Data entry
- Problem solving
- Active listening
- Time management
- Information collection
- Medical terminology
- Healthcare systems navigation
- Health insurance knowledge
- Payment processing
- Attention to detail
- Critical thinking
- Problem-solving
- Multitasking
Timeline
Patient Access Representative
Renown regional Medical Center
09.2024 - Current
Licensed Insurance Agent
UnitedHealthcare
08.2016 - 09.2024
Advanced technical support specialist
Aloricares
06.2015 - 08.2016
CNA - Nursing Assistant
CPR For Life
03.2013 - 05.2013
Inbound Call Center Representative
Home Depot
09.2011 - 05.2015
MA - Medical Assisting
Western Career College Oakland, California
07.2008 - 10.2009
GED