Leeza Holley
Chesapeake,VA
Summary
Detail-oriented healthcare professional with strong experience in patient registration, EHR navigation, and Tier 1 technical support for patient portals such as MyChart. Skilled in assisting patients remotely with password resets, account troubleshooting, and access to medical records. Proficient in HIPAA compliance, electronic documentation, and multi-system navigation. Excellent communication and problem-solving skills with a proven ability to deliver high-quality support in fast-paced clinical and virtual environments. Seeking a remote tech support role where I can leverage my healthcare systems knowledge and customer service expertise to improve the patient experience.
Overview
6
6
years of professional experience
Work History
Tier 1 Technical Support Representative
TEKsystems- Contingent
11.2024 - Current
- Managed high levels of call flow in a call center setting and responded to technical support needs for accessing health records and navigating through MyChart.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
Insurance Payment Posting Specialist
Eastern Virginia Medical School
12.2023 - 07.2024
- Maintained strict compliance with HIPAA, CMS, and payer-specific guidelines during payment posting activities.
- Expedited month-end close procedures through efficient coordination with billing and finance teams.
- Post insurance and patient payments (including EFTs, checks, and credit cards) into the billing system.
- Reconcile Explanation of Benefits with patient accounts.
- Review and correct payment discrepancies, such as underpayments, denials, or misapplied funds.
- Balance daily deposits and verify batch totals to ensure payment accuracy.
- Apply adjustments, write-offs, and refunds in accordance with payer policies.
- Coordinate with billing, collections, and insurance verification teams to resolve payment issues.
- Ensure accurate documentation and coding when posting payments.
Medical Front Office Associate
Children's Hospital of The King's Daughters
06.2022 - 11.2023
- Registered pediatric patients by accurately verifying and entering demographic and insurance information into Electronic Health Record (EHR) systems.
- Collected co-pays, processed payments, and explained billing procedures to parents and guardians in compliance with hospital policies.
- Scheduled, confirmed, and updated appointments, ensuring efficient patient flow and coordination with clinical staff.
- Answered high-volume calls and routed messages professionally, providing information on hospital services, directions, and visit preparation.
- Scanned and uploaded insurance cards, identification, and medical documentation while maintaining HIPAA compliance.
- Provided child-friendly support to reduce anxiety during check-in, collaborating with nursing and child life departments as needed.
- Maintained a clean, organized front desk and waiting area to promote a welcoming, family-centered environment.
- Monitored and resolved registration discrepancies, ensuring accuracy in patient records and insurance authorizations.
ER Admissions Coordinator
Sentara Healthcare
07.2019 - 09.2021
- Registered emergency room patients accurately and efficiently under high-stress, high-volume conditions.
- Verified insurance coverage, obtained pre-authorization when required, and collected co-pays and deductibles.
- Entered and updated patient demographics and insurance data into the Electronic Health Record (EHR) system.
- Maintained HIPAA compliance and ensured confidentiality when handling sensitive patient information.
- Responded to inquiries from patients and families, providing clear communication and support during urgent situations.
- Coordinated with medical, billing, and insurance departments to resolve registration and documentation issues.
- Scanned and filed necessary documents including ID, insurance cards, and consent forms.
- Ensured accurate account creation to support medical billing and revenue cycle operations.
Education
High School Diploma -
Granby High School
Norfolk, VASkills
- Electronic Health Records (EHR): Proficient in Epic, MyChart, and other EHR systems for patient registration, chart access, and records management
- MyChart Tier 1 Support: Assisted patients with login issues, navigation, access to lab results, appointment scheduling, and portal troubleshooting
- HIPAA Compliance: Strong understanding of patient privacy regulations and secure handling of Protected Health Information (PHI)
- Medical Billing & Coding Knowledge: Familiar with ICD-10, CPT, and HCPCS codes; experience with claims entry, payment posting, and insurance reconciliation
- Patient Access & Registration: Experience with check-in/check-out, insurance verification, co-pay collection, and intake documentation
- Payment Posting & Financial Reconciliation: Accurately posted insurance and patient payments, balanced batches, and resolved posting discrepancies
- Customer Service & Communication: Delivered high-quality service to patients and families in clinical and remote environments; skilled in de-escalation and problem resolution
- Administrative Support: Skilled in scheduling, front desk operations, faxing/scanning documents, and handling multi-line phones
- Data Entry & Accuracy: High-speed, accurate data entry (35 WPM) with strong attention to detail in patient demographics and financial records
- Technical Proficiency: Microsoft Office (Word, Excel, Outlook), Google Workspace, fax and dictation machines, and medical billing software
Certification
- Certified Medical Administrative Assistant (CMAA), NHA – Expected June 2025
- - Professional Medical Coding Curriculum (PMCC), AAPC – 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceTimeline
Tier 1 Technical Support Representative
TEKsystems- Contingent
11.2024 - Current
Insurance Payment Posting Specialist
Eastern Virginia Medical School
12.2023 - 07.2024
Medical Front Office Associate
Children's Hospital of The King's Daughters
06.2022 - 11.2023
ER Admissions Coordinator
Sentara Healthcare
07.2019 - 09.2021
High School Diploma -
Granby High School
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