Patient Access & Engagement Specialist

SHANNON RIVERS

Jacksonville, FL

Phone: 904-***-****

Email: ***********@*****.***

PROFESSIONAL SUMMARY

Dedicated and compassionate healthcare professional with extensive experience in patient registration, insurance verification, customer service, medical billing, and HIPAA compliance. Proven ability to communicate effectively with patients, providers, and insurance companies while maintaining accuracy and confidentiality. Skilled in electronic health records (EHR), scheduling, patient engagement, and resolving complex healthcare-related issues. Seeking to contribute exceptional patient-centered service as a Patient Access Representative.

CORE COMPETENCIES

• Patient Registration & Scheduling

• Insurance Verification & Authorization

• Electronic Health Records (EHR)

• HIPAA Compliance

• Medical Terminology

• Patient Engagement

• Customer Service Excellence

• Data Entry & Documentation

• Problem Resolution

• Telephone & Communication Skills

• Healthcare Administration

• Medical Billing & Coding

PROFESSIONAL EXPERIENCE

Patient Engagement Specialist Wellbox January 2026 – Present

• Conduct outbound patient outreach and engagement activities. • Schedule appointments and coordinate healthcare services. • Educate patients regarding healthcare programs and available resources. • Update and maintain accurate patient information within electronic systems. • Ensure compliance with HIPAA regulations and patient confidentiality standards. • Deliver exceptional customer service while addressing patient concerns and inquiries.

Patient Access Representative Medix – Baptist Medical Health May 2025 – August 2025

• Registered patients by obtaining accurate demographic, insurance, and financial information. • Verified insurance eligibility and coverage prior to appointments and treatment. • Scheduled patient appointments while ensuring accurate documentation. • Maintained HIPAA compliance and patient confidentiality. • Assisted patients and families with registration, billing, and insurance questions. • Utilized EHR systems to 1

document patient information and healthcare transactions. • Responded to patient, physician, and provider inquiries professionally and efficiently.

Medical Coding & Billing Specialist Aetna December 2024 – July 2025

• Processed medical claims utilizing ICD-10, CPT, and HCPCS coding systems. • Reviewed provider documentation for coding compliance and accuracy. • Resolved denied and rejected claims with insurance companies. • Maintained knowledge of Medicare, Medicaid, and commercial insurance guidelines. • Performed data entry and documentation within electronic medical systems. Fraud Investigator Genpact December 2021 – December 2024

• Conducted investigations involving debit and credit card fraud claims. • Reviewed financial transactions to identify suspicious activities. • Maintained compliance with federal banking regulations. • Prepared detailed documentation and investigative findings.

Healthcare Customer Service Representative Concentrix January 2021 – October 2021

• Assisted members with insurance benefits, medications, and plan information. • Educated customers regarding healthcare coverage options. • Processed account updates and resolved member concerns. • Maintained high customer satisfaction and quality assurance standards. Additional Experience

Returns Processor Venus Fashion Inc. 2018 – 2020 Front Desk Receptionist Knights Inn & Suites 2018 – 2019 Tax Advisor Quicken Tax 2017 – 2018

Front Desk Clerk Holiday Inn Express & Suites 2015 – 2016 EDUCATION

High School Diploma North Charleston High School North Charleston, South Carolina Graduated June 2002 PROFESSIONAL REFERENCES

Betina Reed Baptist Medical Center Phone: 904-***-**** Randall Cash Manager, Baptist Medical Center Phone: 904-***-**** 2

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