Molly Ketner
Plano,TX
Summary
Detail‑oriented and solutions‑driven healthcare service professional with extensive experience in claims support, benefits interpretation, patient experience, and high‑volume call environments. Strong ability to analyze complex inquiries, ensure accuracy in documentation, and communicate benefit and claims information clearly to members, providers, and internal teams.
Overview
4
4
years of professional experience
Work History
Member Care Advocate
Concentrix
08.2025 - Current
- Serve as a primary support resource for members calling regarding benefits, claims, prior authorizations, and general plan coverage questions.
- De‑escalate complex or emotionally charged situations while maintaining professionalism and ensuring member satisfaction.
- Provide accurate benefit explanations and claim status updates, identifying issues and coordinating resolutions
- Maintain exceptional quality and documentation standards in all member interactions.
Patient Experience Coordinator
Healing Humans Chiropractic & Wellness
07.2023 - 08.2025
- Served as the point of contact for patient insurance questions, claim follow‑ups, and service documentation.
- Provided guidance to staff on insurance processes, patient communication strategies, and EMR documentation.
- Accurately entered and maintained patient data in EMR/CRM systems.
- Resolved patient concerns with empathy and effective problem‑solving.
Healthcare Support Coordinator
Ahead of the Curve Chiropractic
10.2022 - 07.2023
- Managed inbound and outbound patient calls, scheduling, and insurance questions.
- Ensured accurate claims submission and payment tracking.
- Delivered clear and professional communication to patients and providers.
- Helped patients navigate insurance benefits and documentation.
Operations Assistant
Team Rehabilitation Physical Therapy
10.2021 - 07.2022
- Answered calls and scheduled appointments while supporting insurance-related inquiries.
- Assisted in explaining services and follow-up steps to members post-visit.
- Documented all communications and followed up with members and providers when needed.
- Acted as a liaison between patients and physical therapists, ensuring smooth visit experiences.
Education
Bachelor of Science - Movement Science
University of Michigan
Ann Arbor, MI05-2022
High School Diploma -
Comstock Park High School
Comstock Park, MI05-2018
Skills
- Claims & Benefits Interpretation
- Policy/Procedure Guidance
- High‑Volume Call Management
- Member & Patient Support
- De‑Escalation Techniques
- Quality Assurance
- Knowledge Management
- Cross‑Functional Collaboration
- EMR/CRM Systems
- Documentation Accuracy
- Problem Solving
- Written & Verbal Communication
Timeline
Member Care Advocate
Concentrix
08.2025 - Current
Patient Experience Coordinator
Healing Humans Chiropractic & Wellness
07.2023 - 08.2025
Healthcare Support Coordinator
Ahead of the Curve Chiropractic
10.2022 - 07.2023
Operations Assistant
Team Rehabilitation Physical Therapy
10.2021 - 07.2022
Bachelor of Science - Movement Science
University of Michigan
High School Diploma -
Comstock Park High School