Kendra Hargrave
Greensboro,NC
Summary
Compassionate and energetic professional with a track record of providing excellent customer service desiring to contribute to day-to-day operations within a dynamic healthcare organization. Proficiencies: MS Excel; MS Word; MS PowerPoint Skills: Decision-making skills; Problem solving skills; Critical thinking skills; Independent thinker – requires minimal supervision; Customer Service oriented
Professional and prepared healthcare access professional with strong experience ensuring seamless patient admissions and registration processes. Proven ability to work collaboratively within team to achieve organizational goals and adapt to changing needs. Skilled in patient communication, insurance verification, and data management, providing reliable support in fast-paced environment. Known for maintaining high standards and delivering results.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
FirstPoint Resources
01.2024 - Current
- Assisted Piedmont Natural Gas customers with billing questions, payments, service requests, and account updates.
- Handled large call volumes while maintaining accuracy, professionalism, and adherence to company policies.
- Processed sensitive customer information and documented interactions in company systems.
- Resolved customer concerns by researching accounts, explaining charges, and coordinating service orders.
- Document activity in customer accounts in an accurate manner and ensure confidentiality.
- Enter customer account data and communicate in a clear and concise manner.
- Identify customer needs, provide resolutions to problems, and follow established procedures.
- Managed approximately 45-50 incoming calls per day as well as checked emails
Benefit Advocate
UnitedHealthcare
06.2016 - 07.2024
- Provided support to members regarding benefits, claims, coverage, and prior authorizations.
- Resolved complex insurance issues by reviewing documentation, claims data, and member histories.
- Demonstrated strong problem-solving skills and consistent productivity in a fast-paced environment.
- Processed medical claims and reviewed Explanation of Benefits (EOBs) for accuracy and proper payment.
- Contacted providers to obtain missing information, verify services, and resolve claim issues.
- Researched and looked up CPT, ICD-10, and HCPCS codes to ensure proper claim adjudication.
- Identified coding or documentation errors and guided providers or members on next steps.
- Maintained HIPAA compliance while handling confidential health and billing information.
- Delivered clear communication to both members and providers regarding benefits, coverage, and claim outcomes.
- Consistently met productivity, accuracy, and quality standards in a fast-paced environment.
Education
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
Tampa, FL01.2026
GED -
Philadelphia Life Science Institute
Philadelphia, PA11-2009
Skills
- Medical Billing
- Accounts Receivable
- Collections
- Co-Pay
- Deductibles
- Co-Insurance
- EOBs
- Revenue Cycle Management
- Posting Payments
- Government (Medicare & Medicaid)
- Third Party Payers
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Managed Care (HMO
- PPO
- POS)
- Workers Compensation
- Insurance Verification
- Insurance Claim Processing
- CMS 1500
- CMS 1450 (UB-04)
- Front Office Operations
- Medical Office Procedures
- Scheduling
- Medical Terminology
- Anatomy & Physiology
- HIPAA Compliance
- Medical Coding (ICD-10-CM
- HCPCS
- CPT)
- Customer service
- Problem-solving
- Active listening
- Call center experience
- Insurance verification
- Strong interpersonal skills
- Patient eligibility verification
- Patient education
- Relationship building
- Electronic health records
- Medical coding
- Insurance billing
- Conflict resolution
- Team collaboration
- Phone and email etiquette
- Verbal and written communication
- Data entry
- Insurance claims follow-up
- Medical billing
- Policy adherence
- Medical terminology
- Claims processing
- HIPAA compliance
- Patient confidentiality
- Empathy and patience
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Customer Service Representative
FirstPoint Resources
01.2024 - Current
Benefit Advocate
UnitedHealthcare
06.2016 - 07.2024
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
GED -
Philadelphia Life Science Institute