Kiara Thomas

Dedicated healthcare administration and patient access professional with 4+ years of experience in scheduling, referral coordination, insurance verification, Epic EMR documentation, and patient support within high-volume healthcare systems including Ann & Robert H.

Lurie

Children's Hospital of Chicago and Northwestern Medicine. Skilled in workflow coordination, regulatory compliance, customer service, and team support with strong organizational and problem-solving abilities.

Patient Access Specialist (Remote) - Ann & Robert H. Lurie Children's Hospital of Chicago - Chicago, IL

(2024-09)

• Coordinate and schedule new and follow-up patient appointments across multiple specialty clinics in a high-volume remote environment using Epic EMR.
• Process and triage referrals received through phone, fax, and electronic work queues while ensuring timely routing to appropriate clinical teams.
• Communicate with patients, families, providers, and interdisciplinary departments to resolve scheduling barriers and improve continuity of care.

Patient Access Team Lead - Northwestern Medicine - Chicago, IL

(2023-08 - 2024-08)

• Supervised and supported Patient Access Specialists in a high-volume healthcare environment while ensuring efficient patient scheduling, registration, and workflow operations.
• Assisted with onboarding and training new employees on Epic EMR systems, scheduling procedures, departmental workflows, and customer service standards.
• Monitored work queues and resolved patient access, scheduling, and technical issues to minimize delays in care and improve operational efficiency.
• Served as first-line escalation support for patients, providers, and staff while collaborating with leadership to implement workflow improvements and maintain service excellence.

Patient Access Specialist - Northwestern Medicine - Chicago, IL

(2023-04 - 2024-08)

• Performed patient registration, demographic updates, and insurance verification for outpatient and inpatient services.
• Coordinated admissions documentation and appointment scheduling while maintaining accuracy in Epic EMR.
• Assisted patients with scheduling inquiries, registration updates, and service-related questions in a high-volume setting.

Provider Service Representative - Blue Cross Blue Shield of Illinois - Chicago, IL

(2022-06 - 2022-12)

• Resolved provider inquiries related to claims, eligibility, authorizations, and healthcare benefits.
• Conducted claims research and issue resolution to minimize reimbursement delays and improve provider satisfaction.
• Maintained compliance with organizational policies, HIPAA guidelines, and regulatory requirements.
• Documented escalated issues and provided timely follow-up support to providers and internal departments.

Customer Service Representative - Chicago Transit Authority - Chicago, IL

(2021-07 - 2022-06)

• Responded to customer inquiries regarding transit schedules, policies, fares, and service procedures.
• Maintained accurate records of customer interactions, complaints, and follow-up resolutions.
• Demonstrated effective communication and conflict-resolution skills in a fast-paced customer service environment.

Security Officer - Universal Security Corp - Chicago, IL

(2019-08 - 2022-06)

• Monitored facilities, surveillance systems, and access points to maintain a safe and secure environment.
• Documented incidents, observations, and daily activities through detailed reporting and recordkeeping.
• Enforced organizational safety policies and procedures while maintaining professionalism and customer service.

Patient Care Technician - Fresenius Medical Care - Chicago, IL

(2018-12 - 2019-02)

• Assisted nursing staff with dialysis treatment preparation, patient monitoring, and clinical support activities.
• Collected patient vital signs and laboratory samples while maintaining accurate documentation.
• Observed and reported changes in patient conditions to nursing staff and clinical supervisors.
• Maintained a clean, organized, and safe patient care environment in compliance with healthcare standards.

Front End Supervisor / Sales Associate - Ross Dress for Less - Evergreen Park, IL

(2013-09 - 2019-09)

• Supervised teams of 4–6 employees in a high-volume retail environment while supporting daily operations.
• Trained and onboarded new employees in customer service standards, register procedures, and store operations.
• Assisted with merchandising, inventory stocking, and front-end cash handling responsibilities.
• Delivered excellent customer service while supporting store performance and operational goals.

Bachelor of Science - Healthcare Administration - University of Phoenix (Remote) (2025-06)

Associate - Dialysis Technician - Midwestern Career College (2019-02)