Kiara Williams
Danville,VA
Summary
Highly motivated and multi-faceted healthcare admin professional looking to transition into health data analytics. I possess extensive experience in various realms of the healthcare field from insurance and revenue cycle management to medical office operations. I graduated with an AAS in Medical Office Administration from Danville Community College and currently an undergraduate at Western Governor's University, pursuing a B.S in Health Information Management. My current position is a Patient Access Coordinator for an Internal Medicine/ Primary care office. I am highly skilled in utilizing various HIM/EHR databases. I have training in using SaS software for capturing and processing different types of data, as well as using data visualization tool Microsoft PowerBI for creating charts and graphs. I have expertise level experience in customer service with over 7 years of experience in fast-paced inbound and outbound call centers, with 2 years in a leadership position. Extensive knowledge of HIPAA and Medicare CMS guidelines and protocols. Strong leadership skills with experience coaching and training for individuals for success. Eager to contribute my knowledge, data analytical skills, and passion for patient advocacy to a dynamic team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Access Coordinator II
Envera Health
07.2023 - Current
- Efficiently managing a high volume of incoming patient and provider calls for Frederick Health Medical Group Primary Care and Internal Medicine.
- Skillfully scheduling appointments, optimizing efficiency and meeting the needs of patients and healthcare providers
- Thoroughly verifying patients' insurance eligibility, ensuring accurate coverage information and minimizing billing discrepancies
- Proactively initiating medication refill requests, streamlining the process and ensuring timely access to necessary medications
- Facilitating effective communication within the clinical team by promptly relaying messages for triage and coordination of care
- Providing valuable support in handling referral and prior authorization inquiries, ensuring timely access to necessary medical services
- Handling escalated calls from level one patient access coordinators with professionalism and expertise, effectively resolving complex issues and ensuring a positive patient experience
Inbound Contact Representative II
Humana Insurance
01.2022 - 05.2023
- Providing comprehensive education to members on HMO Medicare Advantage benefits, ensuring a thorough understanding of coverage options and maximizing utilization
- Expertly assisting members with any claims or billing inquiries or issues, effectively resolving problems and ensuring accurate reimbursement
- Navigating through multiple Medicare and Medicaid systems with proficiency to verify eligibility and ensure appropriate coverage
- Skillfully processing claim adjustment requests, ensuring accurate and timely resolution of billing discrepancies
- Staying abreast of changes in CMS policies, maintaining up-to-date knowledge to provide accurate information and guidance to members
- Engaging in proactive communication with provider offices to facilitate seamless coordination of healthcare appointments, referrals, and authorizations
- Initiating and advocating for grievances and appeals on behalf of members, ensuring their rights and entitlements are protected and upheld
- Assisting with the coordination of benefits to optimize coverage and minimize out-of-pocket expenses for members
- Effectively assisting with pre-authorizations for pharmacy benefits, streamlining the process and ensuring timely access to necessary medications
Revenue Cycle Specialist
CareSync LLC
09.2020 - 12.2021
- Identified and resolved payment issues between patients and providers.
- Coordinated patient payment plans, balancing compassion with firmness to ensure timely payments while preserving positive patient relationships.
- Facilitated seamless integration of electronic health records with billing software (Epic), enhancing accuracy of charge capture.
- Followed up with providers regarding outstanding claims and denials
- Enhanced customer satisfaction by promptly addressing and resolving billing disputes.
- Updated and maintained patient billing records
- Served as a liaison between clinical departments, finance, and administration, ensuring smooth communication for proper revenue cycle management.
- Ensured accurate billing with thorough audits of patient accounts and insurance claims.
Specimen Processor
Vista Clinical Diagnostics
08.2018 - 08.2020
- Accurately and efficiently processed various types of laboratory specimens, including blood, urine, and tissue samples
- Followed established protocols and procedures to maintain specimen integrity and prevent contamination
- Verified patient information and specimen details to ensure accurate labeling and tracking
- Prepared specimens for testing by centrifuging, aliquoting, and properly storing them
- Recorded and entered specimen data into laboratory information system
- Collaborated with laboratory staff to prioritize specimen processing based on testing requirements and turnaround times
- Assisted with inventory management, ensuring an adequate supply of collection and processing materials
- Communicated effectively with healthcare professionals, patients, and laboratory personnel to address inquiries and resolve issues
- Maintained confidentiality and complied with privacy regulations to safeguard patient information
Specimen Processor/Office Assistant
Genotox Lab
04.2017 - 01.2018
- Executed drug testing for patients by accurately processing urine samples
- Received testing orders from doctors through requisitions and meticulously recorded the tests in the database
- Demonstrated exceptional professionalism in managing the reception and lobby area, warmly welcoming visitors and addressing their inquiries
- Streamlined office procedures by efficiently handling patient paperwork
- Provided valuable assistance in various administrative duties such as filing, billing, and phone communication
Administrative Assistant
New Hope Support Services
06.2016 - 04.2017
- Assisted in the management of daily operations at the day center for disabled adults
- Maintained accurate and organized records, ensuring confidentiality and compliance with privacy regulations
- Managed reception area, greeting visitors and responding to inquiries with professionalism and empathy
- Assisted with administrative tasks such as filing, data entry, and document preparation
- Supported the billing process by accurately maintaining and processing financial records
- Managed inventory and supplies, ensuring adequate availability for program activities
- Provided necessary administrative support to promote a positive and engaging environment for disabled adults
Lead Customer Service Representative
Telvista
10.2014 - 03.2016
- Provided exceptional customer service to mobile phone users, addressing inquiries, concerns, and complaints in a timely and professional manner
- Assisted customers with a wide range of issues, including device troubleshooting, billing inquiries, plan changes, and service activations
- Educated customers on product features, plans, and promotions, ensuring they have a clear understanding of their options and benefits
- Resolved customer issues to their satisfaction, escalating complex problems to appropriate teams or supervisors when necessary
- Collaborated with cross-functional teams, such as technical support and sales, to ensure seamless customer experiences and problem resolution
- Adhered to established customer service metrics and goals, striving to meet or exceed performance targets
- Handled sensitive customer information and inquiries with confidentiality and professionalism, ensuring data privacy and protection
Education
B.S - Health Information Management
Western Governor University
12.2025
AAS - Healthcare Administration
Danville Community College
07.2015
Skills
- EHR systems (MEDITECH, NextGen, Epic)
- Medical terminology
- Data entry proficiency
- CMS/Medicare and Medicaid regulations
- HIPAA laws and regulations
- CPT codes
- ICD 9-10 codes
- Microsoft Business/Office
- Google suites
- Communication skills
- Rapport-building abilities
- Customer service skills
- Insurance Verification
- Team Leadership
- Reliability
- Excellent Communication
- Organizational Skills
- Adaptability and Flexibility
- Insurance Authorizations
- Scheduling appointments
- Task Prioritization
- Document filing
- Referral Coordination
Certification
- Google Data Analytics Professional Certificate - Google.
- HIPAA Compliance Certification – Litmos
- CPR/AED Certification-American Red Cross
Timeline
Patient Access Coordinator II
Envera Health
07.2023 - Current
Inbound Contact Representative II
Humana Insurance
01.2022 - 05.2023
Revenue Cycle Specialist
CareSync LLC
09.2020 - 12.2021
Specimen Processor
Vista Clinical Diagnostics
08.2018 - 08.2020
Specimen Processor/Office Assistant
Genotox Lab
04.2017 - 01.2018
Administrative Assistant
New Hope Support Services
06.2016 - 04.2017
Lead Customer Service Representative
Telvista
10.2014 - 03.2016
AAS - Healthcare Administration
Danville Community College
B.S - Health Information Management
Western Governor University
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