Kristen Peoples
Cordova,USA
Summary
Dedicated and patient-focused Healthcare Access & Administrative Specialist with extensive experience in patient registration, insurance verification, call center operations, and high-volume customer support. Recognized for delivering exceptional service, maintaining accuracy under pressure, and building strong relationships with patients, providers, and cross-functional teams. Skilled in EMR/EHR systems, workflow management, and resolving complex inquiries with professionalism and empathy.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Access Specialist I
Regional One Health
Memphis, TN
03.2024 - Current
- Manage high-volume inbound/outbound calls to support patient scheduling, registration, and service inquiries.
- Verify patient identity, demographics, insurance, and benefits to ensure accurate encounter preparation.
- Communicate co-pays, balances, and financial expectations with clarity and empathy.
- Complete eligibility checks, appointment scheduling, rescheduling, and no-show follow-ups.
- Collaborate with clinical teams to route calls appropriately and support seamless patient flow.
- Maintain strict HIPAA compliance and confidentiality standards.
- Provide flexible coverage for team absences and shifting departmental needs.
Client Service Representative
American Esoteric Laboratories
Memphis, TN
03.2023 - 04.2024
- Delivered timely updates on lab testing status and results to clients and healthcare partners.
- Researched and resolved service issues using established procedures to ensure client satisfaction.
- Performed daily clerical and documentation tasks to support lab operations.
- Built strong internal and external relationships through consistent, high-quality communication.
Contact Representative (Remote)
U.S. Treasury Department / IRS
Memphis, TN
10.2020 - 10.2022
- Conducted detailed interviews to gather sensitive financial information and determine taxpayer needs.
- Resolved complex cases involving income discrepancies, compliance issues, and regulatory requirements.
- Analyzed records to determine whether errors were accidental or indicative of fraud.
- Educated taxpayers on next steps, liabilities, and compliance expectations.
Patient Care Advocate
Cigna
Bartlett, TN
01.2020 - 09.2020
- Provided patient support regarding benefits, claims, and pharmacy services.
- Resolved escalated issues with professionalism and strong problem-solving skills.
- Collaborated with internal departments to resolve complex member concerns.
Customer Care Coordinator
Flextronics International
Memphis, TN
04.2019 - 12.2019
- Managed customer inquiries, service orders, and account updates.
- Documented interactions and ensured accurate billing and service adjustments.
- Served as liaison between repair technicians and customers.
Contact Center Specialist
Brother International
Bartlett, TN
09.2018 - 03.2019
- Supported major accounts via phone, email, and web portal.
- Processed work orders, returns, and credits while maintaining service quality.
- Handled escalated calls and ensured contract compliance.
Lead Customer Care Agent
IQOR
Memphis, TN
03.2018 - 12.2018
- Managed inbound service, sales, and collections calls.
- Resolved technical support issues and escalations.
- Demonstrated ownership in resolving customer concerns.
Specialist IV - Donor Advocate Team
ALSAC/St. Jude Children’s Research Hospital
Memphis, TN
06.2015 - 07.2017
- Handled escalated donor issues and provided high-level support to contact center agents.
- Ensured PCI compliance and protected sensitive donor information.
- Assisted with training, quality review, and process improvement.
Education
Bachelor of Science - Healthcare Administration
Strayer University
2303 Dulles Station Blvd.Herndon, VA 2017105-2026
High School Diploma -
Overton High School
Memphis, TN05-2002
Skills
- Patient Registration & Scheduling
- Insurance Verification (Commercial, Medicare/Medicaid)
- EMR/EHR Systems (Cerner, CMS Platforms)
- Medical Billing & Payment Processing
- HIPAA Compliance & Confidentiality
- Call Center Operations & Multi-Line Systems
- Documentation & Data Accuracy
- Customer Service & De-escalation
- Workflow Coordination & Team Support
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Cerner
- SAP
- Workday
- EMR/EHR Systems
- CMS Platforms
- Windows OS
- Mobile Productivity Tools
Certification
- BLS Certification
- CPR Certification
- Certified Electronic Health Records Specialist
- Passenger Endorsement
Timeline
Patient Access Specialist I
Regional One Health
03.2024 - Current
Client Service Representative
American Esoteric Laboratories
03.2023 - 04.2024
Contact Representative (Remote)
U.S. Treasury Department / IRS
10.2020 - 10.2022
Patient Care Advocate
Cigna
01.2020 - 09.2020
Customer Care Coordinator
Flextronics International
04.2019 - 12.2019
Contact Center Specialist
Brother International
09.2018 - 03.2019
Lead Customer Care Agent
IQOR
03.2018 - 12.2018
Specialist IV - Donor Advocate Team
ALSAC/St. Jude Children’s Research Hospital
06.2015 - 07.2017
Bachelor of Science - Healthcare Administration
Strayer University
High School Diploma -
Overton High School