Kiara Gonzalez
Garland
Summary
Dynamic Patient Access Team Lead with proven expertise in patient registration and effective communication. Skilled in team training, insurance verification, and bilingual support, driving clinic efficiency and enhancing patient satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Access Team Lead
iCare ER and Urgent Care
Forney
08.2024 - 10.2025
- Supervised daily patient registration operations, ensuring compliance with healthcare standards, HIPAA regulations, and organizational policies.
- Led hiring processes, including interviewing, selecting candidates, and onboarding new staff.
- Trained and guided team members in effective patient communication, registration procedures, and customer service excellence.
- Managed scheduling, check-in workflows, and appointment coordination to optimize clinic efficiency and patient flow.
- Verified patient demographics and insurance eligibility; processed co-pays/deductibles; and communicated financial obligations clearly.
- Maintained accurate electronic health records by updating patient information, scanning documents, and performing quality assurance audits.
- Addressed patient inquiries, resolved complaints, and provided exceptional service in person and over the phone.
- Collaborated with clinical and administrative teams to support patient needs and streamline department operations.
- Prepared training materials, conducted performance reviews, and supported new hires in the patient access department.
- Processed medical record requests in compliance with privacy regulations.
- Completed referrals initiated by urgent care and emergency room providers to ensure timely patient follow-up.
- Organized records, handled high-volume calls, routed documents promptly, and ensured accurate billing and insurance processing.
- Ensured compliance with Medicare, Medicaid, and third-party payer requirements while reviewing eligibility and preparing estimates.
Registration/Medial Assistant
iCare ER and Urgent Care
Frisco
07.2019 - 08.2024
- Managed patient check-ins, appointment scheduling, and insurance verification to ensure efficient front-desk operations.
- Greeted patients, maintained an organized reception area, and delivered a positive first impression.
- Handled high-volume phone calls, emails, faxes, and inquiries, directing patients to appropriate staff and resolving questions promptly.
- Processed billing transactions, co-payments, and insurance claims while assisting patients with financial and billing inquiries.
- Supported clinical staff by rooming patients, taking vital signs, collecting medical histories, and preparing exam rooms and equipment.
- Assisted providers during examinations and procedures; educated patients on treatment plans, medications, and care instructions.
- Conducted routine lab tests, prepared samples, and routed diagnostic results to the appropriate personnel.
- Maintained accurate medical records through charting, filing, scanning, and electronic health record documentation.
- Prepared and organized patient charts, transmitted records securely, and ensured confidentiality of all medical information.
- Ordered and stocked office supplies, processed mail and packages, and kept common areas clean and organized.
- Trained new staff on office procedures, software systems, and patient service standards to support team productivity.
Medical Receptionist and Medical Assistant
Dr. Gregory Cartwright - Family Practice
Fort Worth
05.2015 - 11.2018
- Managed patient check-ins, appointment scheduling, and follow-up coordination, both in person and by phone.
- Handled high-volume calls, voicemails, and inquiries; routed messages, and communicated with patients and medical offices professionally.
- Processed payments, informed patients of financial responsibilities, and supported basic bookkeeping tasks.
- Prepared and updated patient charts, uploaded documents, transmitted medical records, and maintained accurate EHR documentation.
- Collected vital signs, medical histories, and chief complaints; roomed patients, and assisted physicians during exams and procedures; assisted with the translation of Spanish-speaking patient visits.
- Performed diagnostic tests, including EKGs, urinalysis, and blood glucose checks, under supervision.
- Collected, labeled, and prepared lab specimens; conducted routine lab tests, and ensured proper sample handling.
- Administered injections and medications as directed; educated patients on treatment plans, procedures, and medication usage.
- Processed referrals, coordinated out-patient imaging appointments, prescription refills with pharmacies, and communicated patient updates to providers.
- Maintained inventory, ordered medical and office supplies, stocked exam rooms, and ensured clean, organized work areas.
- Supported patient care by preparing exam rooms, maintaining medical equipment, and assisting with pre-operative instructions.
Education
NHA-CCMA - Certified Clinical Medical Assistant
Weatherford College
Weatherford, Texas, TX05-2019
High School Diploma -
Jacksboro High School
Jacksboro, TX05-2012
Skills
- Patient registration
- Electronic health records
- Insurance verification
- Medical terminology
- Effective communication
- Spanish and English fluency
- Referral coordination
- Team collaboration
- Multitasking and organization
Languages
Spanish
Professional
References
References available upon request.
Certification
Certified Clinical Medical Assistant
Timeline
Patient Access Team Lead
iCare ER and Urgent Care
08.2024 - 10.2025
Registration/Medial Assistant
iCare ER and Urgent Care
07.2019 - 08.2024
Medical Receptionist and Medical Assistant
Dr. Gregory Cartwright - Family Practice
05.2015 - 11.2018
NHA-CCMA - Certified Clinical Medical Assistant
Weatherford College
High School Diploma -
Jacksboro High School