Krystal Ford
Charlotte
Summary
Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with high degree of diplomacy and problem-solving acumen. Positive and upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with accuracy of medical records.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient Access Specialist
CareViso
Charlotte
08.2024 - 11.2025
- Submit PA request via online portals, and other methods for diagnostic and genetic laboratory tests.
- Complete benefits investigations, and other processes to facilitate patient access to diagnostic and genetic laboratory testing.
- Populate insurer forms and solve issues regarding existing and/or missing forms.
- Serve clients by handling inbound calls from health care providers, payers, and patients and respond to escalated inquiries.
- Ability to handle physician/payor call escalations professionally and appropriately.
- Ability to follow and participate in the development of SOPs.
- Deliver Quality work and maintains high meet to exceeds scores on Quality audits & metrics.
- Work at times with our newest and most challenging accounts, working well under pressure.
- Troubleshoot where necessary to achieve goal of obtaining authorization.
- Identifies and resolves prior authorization issues/patient access issues.
- Appropriately documents all payer, patient, and client interactions.
- Able to learn system software and adjust to system enhancements.
- Work in a flexible environment, where the work performed can change quickly and where responsiveness is key.
- Follow up on pending cases with payers, patients, health care providers, and laboratories through to resolution both verbally and in writing in a professional manner.
Access Advocate
CareMetx
Remote
01.2025 - 03.2025
- Collects and reviews all patient insurance benefit information, to the degree authorized by the SOP of the program.
- Provides assistance to the physician office staff and patients to complete and submit all necessary insurance forms and program applications.
- Completes and submits all necessary insurance forms in a timely manner as required by all third-party payors for prior authorizations.
- Tracks and follow up on prior authorization requests.
- Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.
- Maintains frequent phone contact with provider representatives, third party customer service representatives, and pharmacy staff.
- Reports any reimbursement trends/delays to supervisor.
- Processes any necessary insurance/patient correspondence.
- Provides all necessary documentation required to expedite prior authorization requests. This includes demographic, authorization/referrals, National Provider Identification (NPI) number, and referring physicians.
- Coordinates with inter-departmental associates as necessary.
- Communicates effectively to payors to ensure accurate and timely benefit investigations.
- Works on problems of moderate scope where analysis of data requires a review of a variety of factors.
- Exercises judgment within defined standard operating procedures to determine appropriate action.
- Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP).
- Typically receives little instruction on day-to-day work, general instructions on new assignments.
- Other duties as assigned - Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Navigation Specialist II
Tax Act
12.2023 - 04.2024
- Answering inbound calls and chats.
- Navigating customers through the TaxAct self-help program.
- Escalating calls to supervisor and manager.
- Solving customer problems.
PSR - Patient Service Representative
Lash Group
FortMill
10.2019 - 02.2022
- Taking inbound calls and making outbound calls with physicians and patients.
- Helping patients with their daily needs with medications.
- Activating Free Trial offer cards and Copay cards.
- Referring Patients to get help with financial assistance.
- Peer Reviewing, faxing, uploading patient's documents, obtaining, and reviewing medical records with patients.
Education
Associate's in Arts -
Jefferson Community College
Louisville, KYHigh School Diploma -
Jefferson County High School
Louisville, KYSkills
- Organizational skills
- Very fast learner
- Tax Experience
- Insurance Verification
- Utilization Review
- Customer support
- Sales
- Order entry
- General Ledger Accounting
- Salesforce
- Utilization Management
Certification
- Dental Assistant, 03/01/10
- CDL Class B
Timeline
Access Advocate
CareMetx
01.2025 - 03.2025
Patient Access Specialist
CareViso
08.2024 - 11.2025
Navigation Specialist II
Tax Act
12.2023 - 04.2024
PSR - Patient Service Representative
Lash Group
10.2019 - 02.2022
Associate's in Arts -
Jefferson Community College
High School Diploma -
Jefferson County High School