Patient Access Specialist with Pharmacy Benefits Expertise

Nekisha Matthews

Patient Access Specialist

Hockley, TX 77447

832-***-**** ️ *******@*****.***

Professional Summary

Outgoing and customer-focused Patient Access Specialist with extensive experience in patient registration, pharmacy benefits, and healthcare customer service. Skilled in patient advocacy, insurance verification, prior authorizations, and billing coordination. Recognized for excellent communication, problem-solving, and interpersonal abilities. Proficient in Microsoft Word, Excel, and Access with a strong understanding of healthcare administration and reimbursement processes.

Professional Experience

Senior Customer Service Representative — Pharmacy Benefits, TTEC Communications, Remote

October 2020 – November 2025

• Deliver exceptional service to members regarding pharmacy coverage, claim concerns, and benefit eligibility.

• Coordinate with healthcare providers and insurance carriers for prescription approvals and resolutions.

• Research and resolve complex issues while maintaining compliance with HIPAA.

• Accurately document all communications within customer support systems.

• Assist in training and supporting new team members. Patient Access Specialist — Memorial Hermann, Houston, TX March 2014 – September 2020

• Record and verify insurance information, obtaining pre-approvals and authorizations as required.

• Serve as a liaison between patients, providers, and staff to optimize communication and workflow.

• Prioritize patient care based on urgency, departmental needs, and scheduled procedures.

• Maintain accurate electronic and paper medical records.

• Assist with financial counseling including calculating patient responsibility, collecting payments, and processing transactions.

• Provide accurate insurance and billing information to support claims processing.

• Assist in patient discharge workflow, ensuring clear understanding of follow up instructions.

• Support referrals to specialized services and external providers. Department Manager / Customer Service Lead — H E B, Katy, TX May 2010 – March 2014

• Managed daily retail operations ensuring superior product quality and customer satisfaction.

• Led and developed a team to deliver excellent service and support store performance goals.

• Maintained inventory, merchandising standards, and operational compliance.

• Promoted services and products through events and in store engagement.

• Trained staff to enhance productivity and customer support.

• Managed department budgets and contributed to long term profitability. Education

Associate’s Coursework in Healthcare Administration — Delgado Community College, New Orleans, LA

Joseph S. Clark High School — New Orleans, LA

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