Kayla Lear

My name is Kayla and I am a hard working 22 year old, I love learning new things and am excited to find my new direction in life. I have experience as a patient Access Specialist and 7-years of background in customer service. Strong focus on superb customer service delivery with sound knowledge of office procedures.

Exceptional telephone and in-person communication abilities. Types 30 wpm and skilled in industry-related computer software, including Microsoft office, Apple products and other computer programs.

Medical Insurance Representative, SIU Medicine; Springfield, IL - 2022-present

• I work in a system called Athena, and check invoices for all my commercial insurance’s that I’m in charge of.
• I make sure that the claim has been sent to the correct insurance address and has been processed.
• If claim has not been processed I call the insurance company to find out why it hasn’t been processed and what needs to be fixed.
• If claim has been processed and we haven’t received the EOB I make sure one is faxed or mailed to us to be uploaded to the computer program we use.
• If claim is sent back to us due to it being rejected I send it to the coding team explaining what’s wrong with the claim so they can fix it and be sent back out as a corrected claim.

• Maintain a positive and outgoing attitude while dealing with patient face to face.
• Answer all incoming calls, identify the need of the caller and take messages as required.
• Check patients in, verify patient information and update information/register new patients as needed.
• Collect co-pay and/or payment at time of service as required.
• Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy.
• Identify provider schedule capacity and analyze the availability for patient demand in order to maximize provider efficiency and schedule utilization.
• Collaborate with onsite department physicians and clinical staff to align scheduling effort and assist patients at first point of contact.
• Document patient requests to the office nurse through Touchworks.
• Work Athena IDX reports specifically for assigned provider / provider group.
• Work office bump list / wait list / normal letters / overdue orders for assigned provider / provider group.
• Work the SIU Urology front desk Task list for assigned provider / provider group.
• Maintain knowledge or experience in billing and insurance principles / practices.
• Adhere to patient service standards.
• Maintain a positive attitude and professional behavior in associations with patients and employees.
• Report any workflow problems/complaints to the Manager.
• Comply with the SIU Medicine incident reporting policy and procedures.
• Adhere to all OSHA and SIU Medicine training & accomplishments as required per policy.
• Provide excellent customer service and adhere to SIU Medicine of Conduct and Ethics Standards.
• Work incoming patient referrals.
• Enter correct insurance information for patients 3 days before appointment.
• Sort through incoming referrals. Create a patient file on Athena IDX, call new patient and set up apt with which ever doctor that sees for that diagnosis.

• Maintain a positive attitude and professional behavior while facilitating patient access services by managing incoming calls.
• Assisting clinic customers at first point of contact and streamlining clinic-wide communications.
• Perform 24-hour answering service to all clinic providers, administration, IT, facilities management and other departments and offices.
• Execute overhead paging and maintain open communication between personnel and departments during an emergency or code situation. Adhere to all OSHA and HIPPA rules and regulations.
• Perform 24-hour answering service to all clinic providers, administration, IT, facilities management and other departments and offices.
• Page doctors about patient cancellations after clinic hours.
• Searched relevant directories to find contacts, business addresses, and doctor information for customers and employees.
• Received incoming calls and paged individuals and departments over PA system.
• Mailing out patient information and exercising HIPPA regulations.

• I was responsible for answering a large volume of incoming phone calls.
• I provided professional customer service and assisted callers to the best of my ability.
• If it was something our office didn't handle, I would make sure that I got them to the department that could assist them.
• I used a handheld scanner to scan placards and then entered information from handicap placard application into the computer.
• Once that was done I would then file the application in the appropriate file cabinets and printed labels for envelopes and mailed the placards to the clients.
• If there were any issues with the applications, I would make calls to the client and/or doctors' offices to resolve the issue.
• I also took messages from clients for my supervisor when she was away so that she could respond to them.

• I provided professional customer service for each and every guest that came into our restaurant.
• Checked completed orders for accuracy and bagged meals for easy carrying.
• Maintained energy and enthusiasm in fast-paced environment.
• I was also responsible for training new employees the line and closing procedures.
• When I was in charge of closing the restaurant, I was responsible for making call backs to the cooks to make sure we didn't run out of food, I did inspections to make sure that the other staff finished their pre-close work before they would leave.
• I would date and time stamped the food that was left and took it back to the walk-in cooler at the end of the night so that it can be used for the next shift.
• I then had to follow strict cleaning guidelines for closing the restaurant and prepping the food for the next shift.
• Prepared products following restaurant, health, and safety standards and procedures.

PennFoster — High School Diploma, 2018 - Graduated in three years.