Kiara Mccoy
Hopkins,SC
Summary
Hardworking Patient Account Representative dedicated to customer service and patient care. Outgoing and flexible team player. Talent for developing creative solutions that satisfy all parties. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven. Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Patient Account Representative
Alorica
Remote
10.2025 - 02.2026
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Streamlined billing processes for increased efficiency in managing patient accounts.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Conducted regular audits of patient accounts, identifying discrepancies and rectifying errors as needed.
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Identified trends in unpaid accounts, developing targeted solutions for improved revenue recovery.
- Prepared reports detailing billing actions, flags and other key information.
- Developed strong relationships with key contacts at insurance companies to expedite resolution of claim disputes or other account-related issues.
- Utilized computer programs to create invoices, letters and other documents.
Customer Experience Agent
Everise
10.2024 - 05.2025
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Investigated customer complaints and escalated issues to address critical requests.
- Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
Manager
Room Service Bistro
10.2021 - 11.2024
- Trained and mentored staff on best practices and customer service techniques.
- Oversaw daily operations, ensuring high-quality service and guest satisfaction.
- Implemented process improvements to enhance workflow efficiency and reduce wait times.
- Managed inventory levels, coordinating with suppliers to maintain stock availability.
- Led team of servers to consistently meet customer service and sales targets.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Welcomed and greeted guests before presenting special menu items to clients.
- Managed multiple servers across diverse platforms, ensuring seamless integration and interoperability.
Education
Registered Medical Assistant -
Fortis College
Columbia, SC12-2019
Diploma Awarded -
Lower Richland High School
12-2014
Skills
- HIPAA Compliance
- Insurance Verification
- Insurance Billing
- Medical Billing
- Healthcare industry understanding
- Team Collaboration
- Medical terminology knowledge
- Follow-up skills
- Data entry proficiency
- HIPAA understanding
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Data Entry
- Microsoft Excel
- Computer Proficiency
- Call center experience
- Payment Processing
- Microsoft Office Suite
- Microsoft PowerPoint
- Appointment Scheduling
- Complaint Handling
- Technical Support
- Database Research
- CRM Software
- Billing Adjustments and Refunds
- Billing systems and software
- Claims Processing
- Invoicing proficiency
- Collections
- Audit Procedures
- Accounts receivable management
Timeline
Patient Account Representative
Alorica
10.2025 - 02.2026
Customer Experience Agent
Everise
10.2024 - 05.2025
Manager
Room Service Bistro
10.2021 - 11.2024
Diploma Awarded -
Lower Richland High School
Registered Medical Assistant -
Fortis College