Patient Access & Customer Support Specialist

Marquis McCarthy

773-***-**** *****************@*****.*** 2430 Cheshire Bridge Rd NE, Atlanta, GA 30327 Summary

Detail-oriented Support Specialist with 6+ years’ experience streamlining patient care workflows in customer care settings. Demonstrates expertise in benefit verifications, EPIC, CRM, patient onboarding, and high-volume support customer service. Highly skilled in performing office support duties such as providing information to the public, receiving payments, addressing customer complaints, and resolving account issues. Achieved a 95% first-call resolution and 95% quality assurance scores. Ready to deliver superior customer support to your company. Experience

Kroger Roswell, Georgia

Customer Service / Guest Care Lead 10/2025- Current

• Greeting shoppers, answering product questions, processing returns and exchanges, and performing overrides at registers.

• Assisting department managers with daily operations, monitoring quality assurance, and ensuring cleanliness.

• Handling cash, coupons, and tenders according to company policies, and completing daily exception reports.

• Helping reach department goals, communicating special promotions, and sharing information on Kroger loyalty programs.

• Assisting with the training, monitoring, and coaching of front-end associates while maintaining a safe work environment.

• Managing the scheduling of Front-end associates to provide adequate department coverage. Emory Healthcare (Remote), Georgia

Patient Access Specialist 04/2021– 01/2026

• Acted as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various outpatient/inpatient appointments across Emory Healthcare.

• Greeted callers in an enthusiastic manner always providing exceptional customer service and positive attitude.

• Maintained basic understanding of insurance, pre-certification and referrals.

• Answered inbound calls daily in a high-volume call center environment for patient scheduling and support.

• Served as primary contact for new and returning patients in the Scheduling Department, coordinating appointments across Emory Healthcare locations.

• Coordinated scheduling, rescheduling, and cancellation of outpatient procedures, ensuring compliance with Emory Healthcare policies.

• Accurately entered demographic, medical, and financial data for patients into Epic scheduling system. Emory Healthcare (Remote), Georgia

Revenue Cycle Specialist 03/2020- 04/2021

• Greeted callers in an enthusiastic manner always providing exceptional customer service and positive attitude.

• Maintained understanding of insurance, pre-certification and referrals and ICD-10 codes.

• Answered inbound calls daily in a high-volume call center environment for patient scheduling and support.

• Provided financial options and processed patient financial responsibility payments for hospital appointments/procedures.

• Verified insurance eligibility, collected payments, and set payment plans or provided financial assistance resources.

• Investigated rejected claims, submitted necessary appeals, and resolved underpayments.

• Submitted medical claims to commercial or government payers and tracked accounts receivable. Verizon Wireless (Remote), Georgia

Customer Service/Technical Support 09/2018 - 02/2020

• Educated customers about billing, payment processing and support policies and procedures.

• Recorded actions taken, issues resolved and personal information to manage customer accounts.

• Recommended Product or Service to customers, thoroughly explaining details.

• Provided basic technical support for clients on wide range of Mobile company products.

• Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.

• Assessed caller accounts to determine benefits, identify service needs and resolve issues.

• Assisted 40 customers in average 8 hours by answering questions, responding to inquiries and handling telephone requests. Financial Management Systems Rolling Meadows, Illinois Default Resolution Specialist 02/2017 - 09/2018

• Recovered payments on 500 accounts, increasing portfolio by 20%, through advanced skip tracing and negotiation.

• Recovered financial documents required to enter a repayment program.

• Utilize payment options and secure this information so that administrative services can process.

• Communicated with defaulted, past due and delinquent student loan borrowers by telephone to ensure full repayment or arrange acceptable. payment arrangements and providing excellent customer service.

• Solved problems and performed due diligence functions to ensure compliance with all Federal Regulations. Aon Hewitt Lincolnshire, Illinois

Sales Benefits Advisor 06/2016 - 02/2017

• Informed, educated and enrolled customers to successfully transition into the individual insurance market.

• Made outbound calls to customers to complete a needs assessment and correctly qualify participants' needs related to Medicare (A, B, C, D), and Medicaid Health Insurance.

• Handled inbound calls to enroll customers compliantly and efficiently into selected Medicare (A, B, C, D), and Medicaid Health Insurance.

• Actively managed a book of business to ensure all retiree needs are met on a timely basis.

• Delivered expected sales for individual, team, regional, and overall targets. Education

Zion-Benton Township High School Zion, Illinois

High School Diploma 09/2007 - 06/2011

Languages

English

Skills

Excel MS Excel MS PowerPoint MS Word PowerPoint E P I C Workforce G e n e s y s C R M

Contact this candidate