Patient Access & Care Coordination Specialist

Teresa Jones

Katy, TX ***** 501-***-**** ***********@*****.***

Professional Summary

Reliable and detail-oriented delivery professional with over 10 years of customer service experience and hands-on expertise in time-sensitive delivery, route optimization, and client communication. Proven ability to meet strict deadlines, maintain professionalism, and deliver high-quality service in fast-paced environments. Strong knowledge of mobile navigation tools, independent work, and customer satisfaction.

Core Skills

• Customer & Patient Support

• Call Center Operations (Inbound/Outbound)

• Scheduling & Coordination

• Electronic Medical Records (Epic, Cerner)

• Insurance Verification & Authorizations

• CRM & Data Entry Systems

• HIPAA & Confidentiality Compliance

• Conflict Resolution & Empathetic Communication

• Remote Work Tools (Teams, Outlook, Zoom)

• Time Management & Multitasking

Professional Experience

Care Advocate

UnitedHealthcare / WellMed – Houston, TX October 2024 – Present

• Serve as primary point of contact for patients, providers, and service partners to ensure timely scheduling and completion of care services.

• Coordinate care team resources to meet patient needs and align with organizational priorities.

• Track case activity and authorization processes within internal CRM systems to ensure timely follow-up.

• Communicate proactively with patients and clinical sites to document access requirements and confirm readiness for services.

• Maintain accurate and confidential patient records in compliance with HIPAA standards.

Patient Access Specialist

Lifepoint Health – Houston, TX May 2022 – March 2024

• Registered and admitted patients, verified insurance coverage, and secured necessary authorizations.

• Collected co-pays and maintained accurate billing records.

• Provided excellent customer service to patients and families during pre-admission and check-in processes.

• Supported clinical teams to ensure efficient patient flow and timely service delivery.

Retention Associate

Health IQ – Remote (California-based) October 2022 – December 2022

• Conducted outreach to new members, explained insurance benefits, and assisted with policy corrections.

• Handled retention activities to prevent policy lapses and ensure customer satisfaction.

• Documented all communications accurately in CRM systems.

Specimen Collector

Deans Professional Services – Houston, TX January 2022 – May 2022

• Collected nasal swabs with high accuracy while maintaining sample integrity and safety standards.

Medical Assistant / Receptionist

Urogynecology Office – Houston, TX July 2018 – July 2020

• Greeted and checked in patients, verified insurance, and scheduled appointments.

• Supported physicians by recording vitals, preparing patients for exams, and ensuring workflow efficiency.

Medical Assistant / Receptionist

Dr. Benny J. Green Clinic – Little Rock, AR January 2016 – January 2018

• Performed front and back-office duties including phlebotomy, EKGs, and vitals.

• Managed patient charts and handled appointment confirmations and payments.

Patient Access Representative

St. Vincent Hospital – Little Rock, AR October 2011 – January 2015

• Managed admissions, pre-certifications, and insurance verification processes.

• Escorted patients and coordinated with clinical teams for smooth transitions of care.

Behavioral Health Aide

Arkansas State Hospital – Little Rock, AR May 2009 – November 2009

• Supported patient care plans and assisted individuals with daily routines in a behavioral health setting.

Medical Assistant

Arkansas Fertility & Gynecology – Little Rock, AR August 2007 – November 2009

• Assisted in procedures, drew labs, and supported triage nurses with patient needs.

Medical Assistant

Nayles Medical Clinic – Little Rock, AR October 2005 – November 2006

• Performed clinical and administrative duties including phlebotomy and urinalysis.

Delivery Driver / Personal Shopper

Instacart – Katy, TX 2023 – Present

• Provided reliable same-day grocery shopping and delivery services to customers while meeting strict time windows.

• Ensured accurate order fulfillment, product quality checks, and safe handling of goods.

• Communicated proactively with customers regarding substitutions, delays, and delivery updates.

• Managed navigation, route optimization, and on-time deliveries using mobile applications.

• Maintained high customer ratings through professionalism, efficiency, and attention to detail.

Education

Medical Assistant Diploma

Eastern College of Health Vocation – Graduated October 2005

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