Piyush Kumar
Kent,WA
Summary
Results-driven Patient Access Specialist with over 3 years of experience in high-volume healthcare environments. Proficient in Epic and NextGen EHR systems, managing patient intake, and verifying complex insurance coverage while ensuring HIPAA compliance. Demonstrated success in leading team training and executing quality assurance protocols, achieving high customer satisfaction and service delivery metrics. Aiming to apply strong organizational and interpersonal skills in an administrative or operations role.
Overview
4
4
years of professional experience
1
1
Certification
Work History
FLIGHT FINALIZER
Gate Gourmet
SeaTac, WA
07.2024 - Current
- Maintained a 99.9% quality assurance rate across all aircraft catering manifest audits, preventing costly inventory errors, and ensuring strict adherence to 10+ diverse airline contracts.
- Executed real-time problem resolution for critical inventory discrepancies and customer special requests, maintaining high operational efficiency, and minimizing flight delays.
- Provided exceptional client service by acting as the primary point of contact for external airline representatives to confirm and finalize complex service orders.
- Cultivated strong, collaborative relationships across diverse, cross-functional teams (production, warehousing, loading) to ensure seamless and accurate service delivery.
- Increased customer satisfaction by tackling challenges with proficient and welcoming assistance..
LEAD PATIENT SERVICE REPRESENTATIVE
Health Point
Des Moines, WA
11.2023 - 09.2025
- Led high-volume front desk operations for a clinic serving over 40 patients daily, successfully managing registration, insurance verification, and collecting over $1,500 in copayments daily, with 100% reconciliation accuracy.
- Mentored and trained five new PSR staff members on complex HIPAA compliance, Epic/NextGen protocols, and administrative policies, contributing to a 20% improvement in team scheduling efficiency.
- Processed specialty care referrals and coordinated closely with the billing department to ensure the accuracy of service charges for services rendered, minimizing claim denials.
- Managed heavy call volume, greeted visitors, and handled inquiries while maintaining a professional and composed demeanor.
- Identified financial needs and determined eligibility for assistance programs, providing compassionate guidance to patients.
- Collaborated with the clinical team to route lab results and medical records, ensuring timely patient follow-up, and care coordination.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
CUSTOMER SERVICE REPRESENTATIVE
Walmart
Federal Way, WA
05.2022 - 01.2024
- Provided exceptional customer service to ensure consistent customer satisfaction.
- Answered customer inquiries via phone, email, and chat, providing accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified opportunities for upselling additional products or services, based on customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Documented customer interactions, and used the data to improve customer service processes and response times.
CREW TRAINER
McDonald's
Federal Way, WA
05.2021 - 06.2022
- Successfully onboarded and certified 10+ new crew members in 14 months, achieving a 90% retention rate for new hires, and ensuring high standards for service delivery.
- Conducted onboarding sessions with new hires, providing them with a comprehensive overview of company policies and procedures.
- Monitored the performance of crew members in the field, providing constructive feedback and guidance to improve service standards.
- Organized team-building activities to foster a positive and collaborative work environment among crew members.
- Assisted management in developing strategies to improve customer service standards, and ensured all safety protocols were followed during training sessions.
Education
Associate of Science - Radiologic Technology
Tacoma Community College
Tacoma, WA06.2028
Associate of Arts - Business Administration
Highline College
Seattle, WA06-2023
High School Diploma - Federal Way, WA
Federal Way High School
Federal Way, WA06.2023
Certificate - Business Administration And Management Time
Harvard Business School
Boston, MA08-2023
Certificate - Customer Focus
Harvard Business School
Boston, MA08-2023
Skills
- Epic and NextGen proficiency
- HIPAA compliance
- Medical office administration
- Records management
- Emergency response
- Leadership skills
- Team building
- Problem solving
- Decision making
- Telephone etiquette
- Task prioritization
- Relationship management
- Public speaking
- Customer service excellence
- MS Office Suite expertise
- Quicken proficiency
- System updates management
- Quality auditing
- Administrative support
Certification
Certified Phlebotomy Technician
Certificate Number - N25100504
Issue Date - 03/07/2025 Renewal Expiration Date - 03/07/2027
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Punjabi
Native/ Bilingual
Urdu
Native/ Bilingual
Fiji
Professional
References
References available upon request.
Timeline
FLIGHT FINALIZER
Gate Gourmet
07.2024 - Current
LEAD PATIENT SERVICE REPRESENTATIVE
Health Point
11.2023 - 09.2025
CUSTOMER SERVICE REPRESENTATIVE
Walmart
05.2022 - 01.2024
CREW TRAINER
McDonald's
05.2021 - 06.2022
Associate of Science - Radiologic Technology
Tacoma Community College
Associate of Arts - Business Administration
Highline College
High School Diploma - Federal Way, WA
Federal Way High School
Certificate - Business Administration And Management Time
Harvard Business School
Certificate - Customer Focus
Harvard Business School