Robert Lee
Kent
Summary
With extensive experience in patient access, healthcare administration, and frontline supervision, I bring a strong background and commitment to patient care, I support and enhance clinical workflows by facilitating outbound and inbound communication, managing crucial provider interactions, and ensuring compliance with administrative protocols. My dedication to improving patient experiences, optimizing team performance, and fostering strong cross-department collaboration reflects my passion for delivering exceptional healthcare services.
Overview
13
13
years of professional experience
Work History
Lead Patient Access Representative
Franciscan Medical Group
Federal Way, WA
12.2025 - Current
- Perform patient intake, registration, scheduling, and insurance verification in EPIC to ensure accurate clinical and billing information.
- Manage high-volume inbound/outbound calls, coordinate appointments, and relay critical information between patients and providers.
- Create and route telephone encounters in EPIC to support timely communication and continuity of care.
- Assist with process improvements and daily administrative oversight to maintain efficiency and compliance.
Patient Access Associate II
Valley Medical Center
Renton, WA
12.2024 - 12.2025
- As a Utilize EPIC EMR to complete patient intakes, verify insurance eligibility, maintain accurate demographic and billing information, and ensure compliance with clinical and administrative protocols.
- Manage high-volume inbound and outbound calls to coordinate appointments, route telephone encounters to providers, and communicate critical information between patients and care teams.
Front Office Supervisor
Swedish Medical Group
Bellevue, WA
05.2021 - 11.2024
- Led daily front office operations, supervising a multidisciplinary team supporting patient access, care coordination, scheduling, referrals, and insurance authorizations within Epic.
- Managed high-volume specialty referrals and scheduling workflows, achieving a 98% HIPAA-compliant documentation rate and improving referral routing adherence by 30%.
- Trained, mentored, and evaluated front-line staff through performance audits and coaching, ensuring consistent service excellence and strict compliance with organizational policies.
- Partnered with providers, clinical teams, IT, and leadership to resolve escalations, optimize patient throughput, and ensure accurate, timely documentation across care coordination processes.
Referral Coordinator
Swedish Medical Group
Bellevue, WA
11.2021 - 11.2024
- Assumed full implementation of the Referral Coordinator role, managed and track high-volume patient referrals to specialty services (OBGYN, Physical Therapy, Surgery, and other outpatient departments), ensuring completion from initiation to appointment confirmation.
- Coordinate with specialty offices and outpatient facilities to verify required documentation, reducing delays and improving referral turnaround times.
- Process prior authorizations in accordance with insurance requirements, minimizing claim denials and accelerating patient access to care.
- Serve as primary liaison between patients, providers, and specialty offices, delivering clear communication and improving patient satisfaction and follow-through.
Senior Patient Service Representative
Swedish Medical Group
Seattle, WA & Bellevue, WA
10.2014 - 11.2021
Broadband Technician II
Wave Broadband
Seattle, WA
09.2013 - 10.2014
- Install, configure, and maintain low-voltage electrical and communication systems supporting commercial and industrial broadband infrastructure, including structured cabling, coaxial, and data systems.
- Diagnose and troubleshoot electrical faults, signal loss, and wiring defects using testing equipment (multimeters, signal meters, toners), implementing corrective actions to restore system performance.
- Perform equipment upgrades, system modifications, and preventative maintenance to ensure compliance with safety standards and optimal operational efficiency.
- Interpret technical schematics and service orders to execute installations and repairs accurately while adhering to NEC guidelines and company safety protocols.
Supervisor
Uwajimaya
Bellevue, WA
12.2012 - 09.2013
- Supervised and led a team of 4–8 associates, delegating daily tasks, ensuring operational efficiency, and maintaining high merchandising standards across departments.
- Trained and coached team members to improve productivity, accountability, and customer service performance.
- Resolved customer concerns and operational challenges efficiently while ensuring compliance with company policies and procedures.
- Optimized team scheduling and workflow processes to meet peak business demands and consistently achieve departmental goals.
Specialty Merchandiser
Uwajimaya
Bellevue, WA
09.2012 - 08.2013
- Managed end-to-end inventory control, including forecasting, ordering, and replenishment to maintain optimal stock levels and minimize shrinkage.
- Analyzed sales trends and product performance to determine reorder quantities, discontinue underperforming items, and maximize revenue.
- Coordinated with vendors and internal departments on promotions, seasonal resets, and new product launches to ensure timely and accurate execution.
- Conducted regular inventory audits to maintain accuracy, prevent stock discrepancies, and ensure a well-organized, customer-ready sales floor.
Education
Bachelor of Science - Healthcare Administration
Pima Medical Institute
Tucson, AZ06.2021
Bachelor of Science - Computer Science
University of Washington
Seattle, WA06-2016
Skills
- Training & Coaching
- Time Management
- Communication Skills
- HIPAA Compliance
- Staff Management
- Claims Processing
- Customer Service
- Healthcare Regulatory Compliance
Timeline
Lead Patient Access Representative
Franciscan Medical Group
12.2025 - Current
Patient Access Associate II
Valley Medical Center
12.2024 - 12.2025
Referral Coordinator
Swedish Medical Group
11.2021 - 11.2024
Front Office Supervisor
Swedish Medical Group
05.2021 - 11.2024
Senior Patient Service Representative
Swedish Medical Group
10.2014 - 11.2021
Broadband Technician II
Wave Broadband
09.2013 - 10.2014
Supervisor
Uwajimaya
12.2012 - 09.2013
Specialty Merchandiser
Uwajimaya
09.2012 - 08.2013
Bachelor of Science - Healthcare Administration
Pima Medical Institute
Bachelor of Science - Computer Science
University of Washington