Kendra Lucas
Pittsburgh,PA
Summary
Healthcare support professional with expertise in insurance verification and prior authorization processes. Enhances patient experiences and operational efficiency by resolving complex issues and ensuring accurate information, contributing to improved team productivity and satisfaction.
Overview
14
14
years of professional experience
Work History
Patient Access Coordinator II
Allegheny Health Network AGH
Pittsburgh, USA
04.2026 - Current
- Identified prior authorization and referral requirements, followed up with insurance companies, physician offices, and internal departments to resolve missing information efficiently.
- Communicated professionally with patients, insurance representatives, physician offices, and healthcare professionals to resolve issues and enhance patient experience.
- Schedule and preregister patients while verifying demographic, insurance, and benefits information for accuracy.
- Review patient financial responsibility, including deductibles, copayments, coinsurance, self-pay balances.
- Identified workflow issues and communicated barriers to leadership, facilitating improvements in team productivity and processes.
- Assisted team members by resolving complex patient and insurance issues.
- Check in patients for their upcoming appointments.
Prior Authorization Specialist
COCHLEAR IMPLANTS
Lone Tree, CO
11.2021 - 01.2026
- Initiate and track prior authorization requirements through insurance payors by telephone, online portals, and electronic verification systems.
- Verify patient demographic and insurance information to ensure accurate benefits, coverage, and reimbursement processing.
- Perform detailed insurance benefits investigations, including in-network and out-of-network benefits, plan limitations, deductibles, copayments, coinsurance, and patient financial responsibility.
- Review healthcare plan requirements and identify authorization, referral, and documentation deficiencies that may delay reimbursement.
- Obtained and reviewed clinical and insurance documentation to ensure authorization and accurate claim submission.
- Apply knowledge of HCPCS and ICD-10 coding to support accurate insurance authorization and reimbursement processes.
- Communicate with insurance companies, physician offices, internal departments, and other designated contacts to resolve insurance and authorization issues.
- Researched and corrected discrepancies in patient, insurance, and benefit information to enhance timely and accurate billing.
- Assist with identifying patient financial responsibility and resolving complex insurance-related account issues.
- Identified process barriers and communicated issues to leadership while providing operational support and problem resolution for team members.
Patient Advocate
DaVita, Inc.
Denver, Colorado
06.2020 - 11.2021
- Answered 40–50 patient calls daily, providing essential insurance and claims guidance.
- Educated patients on current insurance through outbound calls, enhancing their understanding of options.
- Identified insurance coverage opportunities to alleviate financial burden for patients.
- Navigated various plans including Medicare, Medicaid, COBRA, VA, and ADA-related benefits.
- Built rapport with new dialysis patients to ease treatment transitions.
Patient Care Coordinator
Hearing Rehab Center
Lakewood, USA
02.2020 - 06.2020
- Collaborated with healthcare providers to streamline care delivery and improve patient outcomes.
- Managed patient inquiries and scheduled appointments to enhance access to care.
- Tracked patient progress and documented changes to inform care adjustments.
- Collaborated with families to develop tailored care plans.
- Provided education on treatment options, medications, and insurance.
- Maintained compliance with healthcare regulations and funding requirements.
Customer Care Representative I
Anthem, Inc.
Denver, USA
07.2018 - 02.2020
- Handled 80–90 daily calls, resolving Medicare Advantage and claim inquiries to enhance member satisfaction.
- Delivered timely, effective solutions to member and provider concerns, improving overall service quality.
- Met department KPIs while maintaining high-quality customer service.
- Processed and monitored pharmacy prior authorization requests to streamline access to medications.
- Educated members about supplemental insurance benefits.
Healthcare Customer Service Representative
Maximus, Inc.
Cherry Creek, USA
02.2016 - 07.2018
- Managed 100+ calls daily to assist customers with healthcare applications, ensuring accurate information and support.
- Guided consumers in completing insurance applications to enhance their understanding and ensure accuracy.
- Responded to questions regarding existing accounts and eligibility.
- Addressed customer concerns with professionalism and empathy, fostering trust and satisfaction.
Assistant Manager
Jamba Juice
Denver, USA
04.2014 - 02.2016
- Managed inventory and point-of-sale systems, optimizing sales performance metrics.
- Drove sales through upselling and promotion of new products.
- Supervised 6 team members, ensuring smooth shift operations and enhancing customer service.
- Maintained brand standards during absence of general manager, upholding operational integrity.
Shift Manager
Pizza Hut
Aurora, USA
01.2013 - 04.2014
- Ensured shift efficiency while maintaining store cleanliness and customer satisfaction.
- Managed cashier system, ensuring accurate transactions and timely order fulfillment.
- Trained new employees, enhancing service quality and resolving customer concerns.
- Welcomed guests upon arrival, processed payments, and fulfilled food orders.
Education
High School Diploma -
George Washington High School
Denver, CO01-2012
Skills
- Insurance verification
- Prior authorization
- Health insurance knowledge
- Patient registration
- Referral coordination
- Patient scheduling
- EMR updating
- HIPAA compliance
- Diagnosis coding
- HCPCS coding
- Intake assessment
- Healthcare systems navigation
- Payment collection
- Interdepartmental coordination
Timeline
Patient Access Coordinator II
Allegheny Health Network AGH
04.2026 - Current
Prior Authorization Specialist
COCHLEAR IMPLANTS
11.2021 - 01.2026
Patient Advocate
DaVita, Inc.
06.2020 - 11.2021
Patient Care Coordinator
Hearing Rehab Center
02.2020 - 06.2020
Customer Care Representative I
Anthem, Inc.
07.2018 - 02.2020
Healthcare Customer Service Representative
Maximus, Inc.
02.2016 - 07.2018
Assistant Manager
Jamba Juice
04.2014 - 02.2016
Shift Manager
Pizza Hut
01.2013 - 04.2014
High School Diploma -
George Washington High School