Patient Access & Scheduling Specialist with 5+ Years Experience

Professional summary Highly motivated customer service professional with 5+ years of experience in

healthcare support, patient scheduling, and high-volume call center environments. Skilled in conflict resolution, care coordination, CRM documentation, and HIPAA compliance.

Nadia Mays

Customer Service & Patient Access Specialist

Bloomington, IL / *************@*****.*** / 464-***-**** Employment history

SEP 2025 – FEB 2026

REMOTE, IL

Customer Care Representative, Trivity Health Inc.

JAN 2025 – SEP 2025

BLOOMINGTON, IL

Patient Scheduling Specialist, Monument Health

APR 2024 – DEC 2024

BLOOMINGTON, IL

Patient Service Representative, Carle Bromenn Health Manage high-volume inbound and outbound calls verifying member eligibility and benefits. Educate members on healthcare plans and wellness programs. Document interactions in CRM systems and coordinate scheduling and follow-ups. Resolve conflicts using active listening and empathy. Coordinated patient consultations and provider schedules. Arranged transportation services and supported patient access to care. Handled rescheduling and reduced missed visits through proactive outreach. Maintained accurate scheduling databases and documentation. Managed patient check-in/check-out and scheduling. Facilitated communication between patients and clinical staff. Processed paperwork and insurance co-payments.

Education

2027

NORMAL, IL

Associate in Engineering Technology — Construction Engineering Technology, Heartland Community College

Expected 2027

Skills Customer Service & Patient Support Appointment Scheduling & Care Coordination Inbound & Outbound Call Management CRM & Documentation Accuracy Conflict Resolution & Problem Solving HIPAA Compliance Time Management & Multitasking Team Collaboration

Microsoft Office & Google Workspace EPIC Systems

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