Kiley Parker
Charlotte,NC
Summary
Results-driven Customer Service professional with a proven track record of enhancing patient experiences and operational efficiency. Seeking to leverage expertise in healthcare customer relations, process optimization, and team leadership to contribute to the success of a forward-thinking company. Dedication and a passion for delivering exceptional service are key drivers in my approach to exceeding customer expectations. With a strong focus on building positive relationships and streamlining processes, committed to driving organizational success and achieving customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Patient Access Specialist
Charlotte Eye, Ear, Nose and Throat Associates
10.2020 - Current
- Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
- Schedule/Reschedule/Cancel patient appointments in the EHR system
- Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
- Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
- Operate a multi-line telephone system
- Collect patient pre-payments and balances
- Ability to work as a team and effectively communicate in a respectful manner with coworkers and patients
HealthConnect Advisor
Healthgram Inc.
03.2016 - 03.2020
- Answer member questions regarding claims and how they are processed
- Proactive outreach
- Pre-certification List Management
- Educate on employee benefits and options
- Find the right doctor, hospital and facility for the member’s specific needs
- Estimate costs for important procedures
- Direct care to low cost, high value facilities
- Refer members into health management programs
- Liaison between providers, HR representatives for assigned client groups and plan members
Customer Service Representative
Healthgram Inc.
09.2012 - 10.2015
- Answer a high volume of inbound calls from members and provide accurate, satisfactory answers to their inquiries and concerns
- De-escalate situations involving dissatisfied members, offering patient assistance and support
- Guide members through reading their plan documents to understand benefits and coverage
- Explaining the claim processing and how to read an Explanation of Benefits (EOB)
- Help to train new employees and inform them about the company’s policies and procedures
Education
High School -
South Mecklenburg High School
Ashworth Community College
Skills
- Patient Relationship Management
- Team Leadership and Training
- HIPAA Compliance
- EPIC (system)
- Electronic Health Records (EHR)
- Patient Education and Engagement
- Data Analysis
- Communication and Interpersonal Skills
Certification
HIPAA Compliance Certification
Timeline
Patient Access Specialist
Charlotte Eye, Ear, Nose and Throat Associates
10.2020 - Current
HealthConnect Advisor
Healthgram Inc.
03.2016 - 03.2020
Customer Service Representative
Healthgram Inc.
09.2012 - 10.2015
High School -
South Mecklenburg High School
Ashworth Community College
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