Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kayla Searson

Atlanta,GA

Summary

Dedicated and Compassionate healthcare support professional with over 5 years of experience in remote customer service, prior authorizations, Claims resolution, and patient scheduling . Skilled in navigating complex payer systems, ensuring accurate claims processing , verifying insurance, and coordinating care across providers. Known for high attention to detail, empathetic communication, and strong follow through in fast-paced virtual environments. Seeking a fully remote opportunity where i can support patients , providers , and payers with excellence and integrity.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Patient Access Specialist II (Temp)

Ellsworth Healthcare Staffing Agency
01.2025 - 06.2025
  • Delivered high-Quality patient support during overnight hours via chat and email, resolving inquiries related to appointments, insurance eligibility , referrals, and billing concerns.
  • Accurately verified insurance coverage and obtained prior authorizations , contributing to a 20% reduction in claim denials.
  • Used Epic to access patient records and update demographics, ensuring data accuracy for smooth continuity of care.
  • Maintained a 95%+ CSAT score through empathetic,fast, and solution focused communication in high volume, late night settings.
  • Coordinated closely with providers, labs, and insurance representatives to facilitate urgent overnight escalations.
  • Led patient access team to enhance registration process efficiency.
  • Implemented strategic improvements in patient scheduling systems.

Healthcare Customer Support Specialist II

Emory Healthcare
02.2022 - 03.2025
  • Manage 60-80 patient/provider inquiries daily regarding claims,billing,coverage eligibility, and service authorizations.
  • Utilize Availity , Epic, and salesforce to verify insurance , document encounters , and track case status across multiple health plans.
  • Escalate denied claims or urgent cases to internal medical directors and appeal teams, following compliance and SLA protocols.
  • Received "Top Performer" recognition twice for maintaining over 95% accuracy in claim intake and resolution workflows.

Patient Scheduling Coordinator

Grady Memorial Hospital
08.2021 - 11.2023
  • Scheduled patient visits, follow-ups, and telehealth appointments for five providers using Athenahealth EMR.
  • Verified insurance eligibility and authorizations for specialty services, diagnostic imaging, and outpatient referrals.
  • Collaborated with case managers,insurance liaisons, and patients to coordinate care and minimize appointment delays.
  • Maintained waitlists, managed cancellations/reschedules, and responded to scheduling inquires within 24-hour turnaround
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Fostered strong relationships with patients, ensuring a positive experience throughout their care journey.
  • Handled confidential patient information professionally, adhering to HIPAA regulations at all times.

Claims Intake & Support Agent

CVS Caremark
05.2017 - 08.2022
  • Processed 40-60 Healthcare claims intake forms, scanned medical records, and validated patient and provider data for accuracy.
  • Flagged incomplete submissions and followed up with patients and clinics to reduce claim rejections and payment delays.
  • Collaborated with claims adjusters and quality control teams to resolve data discrepancies quickly and efficiently.

Education

High School Diploma -

Booker T. Washington
Atlanta,GA
05.2011

Skills

  • Medical Claims Processing
  • Prior Authorization ( Medical&Pharmacy)
  • Patient Scheduling & Coordination
  • Insurance Verification ( Medicaid,Medicare, Commerical)
  • Electronic Health Records(EHR), Epic , Athenahealth
  • CPT, HCPCS & ICD-10 Familiarity
  • CRM systems- Salesforce,Zendesk, Availity
  • HIPAA Compliance & PHI Handling
  • Remote Multi-Channel Support(phone,Email,Chat)
  • Problem Solving & Escalation
  • Data Entry Accuracy & Documentation
  • Empathy-Driven Patient Communication
  • Medical terminology

Certification

  • Certified Revenue Cycle Representative (CRCR)-HFMA-Completed 2022
  • HIPAA Privacy & Security Training-Updated 2025
  • AAPC Ceritified Professional Coder (CPC) - In progress ( Expected 2026)

Timeline

Patient Access Specialist II (Temp)

Ellsworth Healthcare Staffing Agency
01.2025 - 06.2025

Healthcare Customer Support Specialist II

Emory Healthcare
02.2022 - 03.2025

Patient Scheduling Coordinator

Grady Memorial Hospital
08.2021 - 11.2023

Claims Intake & Support Agent

CVS Caremark
05.2017 - 08.2022

High School Diploma -

Booker T. Washington

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Kayla Searson