TROINIECE AUSTIN
Gainwell Technologies
Houston,TX
1
Certification
13
years of professional experience
Managed patient scheduling and healthcare customer service responsibilities across busy call center and clinical settings with 10+ years of experience supporting patients, members, and providers.
Work History
Customer Support and Patient Intake Coordinator
5 Months- Managed steady volume of inbound calls from Medicaid members and providers regarding claims eligibility, benefits, prior authorizations, and account questions.
- Investigated service needs in Gainwell MMIS and related Medicaid portals, explained next steps clearly, and coordinated callers to appropriate resources or internal teams.
- Verified patient provider insurance and authorization details while documenting call activity and outcomes in compliance with HIPAA and quality requirements.
Senior Customer Service Representative and Claims Specialist
3 Years 1 Month- Supported high-volume healthcare inquiries and reviewed 1,200+ Medicaid claims monthly for billing details, eligibility, authorization requirements, payment status, and denial reasons.
- Researched and resolved claim discrepancies using Gainwell MMIS, Availity, Salesforce, and payer portals while maintaining 95%+ first-contact resolution.
- Documented each interaction, escalated complex clinical and claim concerns, and partnered with internal teams to meet accuracy, quality, attendance, and service standards.
Medical Scheduling Specialist
4 Years 11 Months- Scheduled and coordinated patient appointments and medical record requests for multiple healthcare offices while following site-specific procedures and scheduling guidelines.
- Confirmed appointment details, collected patient demographics and insurance information, updated EHR records, and communicated changes to patients and clinical teams.
- Reviewed documentation for completeness, followed up on missing information, and protected PHI in accordance with HIPAA and organizational requirements.
Patient Access Representative
2 Years 6 Months- Registered patients, scheduled and confirmed appointments, and entered demographic, guarantor, and insurance information accurately in Epic and patient access systems.
- Verified eligibility and benefits, identified missing information, and explained registration, billing, and financial responsibility requirements to patients.
- Answered questions by phone and in person, documented outcomes, and coordinated with clinical and administrative teams to prevent delays in care.
Customer Service Representative - Healthcare Accounts
2 Years 2 Months- Assisted members in a high-volume phone environment with benefits, eligibility, claim status, provider questions, billing concerns, and account information.
- Researched claims and coverage questions across multiple systems, explained plan information and next steps clearly, and connected members with appropriate resources.
- Documented every interaction accurately, protected confidential information, and escalated complex or unresolved issues according to established procedures.
Education
High School Diploma
Associate Degree
- In Progress
- Expected January 2028
Skills
Managed high call volume across phone lines while protecting service quality.
Coordinated multi-line phone coverage for patients
providers
and office staff.
Oversaw patient appointment scheduling to maintain smooth daily flow.
Maintained accurate Epic records during intake and follow-up processes.
Utilized EHR and EMR platforms to strengthen care documentation efficiency.
Processed patient registration with consistent accuracy and professionalism.
Entered demographic information to support clean
complete records.
Completed insurance verification to support visit readiness and billing review.
Updated practice management systems to keep office workflows organized.
Recorded call details clearly to support follow-up and continuity of care.
Identified clinical concerns and routed issues to appropriate team members.
Applied HIPAA compliance standards throughout patient interactions.
Used active listening to gather concerns and deliver appropriate responses.
Directed patients to resources
forms
and service information.
Applied Microsoft Office applications to support administrative operations.
Maintained reliable communication while supporting remote work requirements.
Certification
HIPAA Compliance Training - 2026
Timeline
Customer Support and Patient Intake Coordinator
Gainwell Technologies
03.2026 - 08.2026Read More
Senior Customer Service Representative and Claims Specialist
Diversified Systems
02.2023 - 03.2026Read More
Medical Scheduling Specialist
Ciox Health
01.2018 - 12.2022Read More
Patient Access Representative
Memorial Hermann Health System
06.2015 - 12.2017Read More
Customer Service Representative - Healthcare Accounts
UnitedHealthcare
03.2013 - 05.2015Read More
Strayer University
Associate Degree
Read More
Stratford High School
High School Diploma
Read More