Kya Burgess
Raleigh
Summary
Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem-solver with friendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service and inner-office operations. Tech-savvy and smart professional equipped with experience in medical environments and top-notch administrative skills. Works great with colleagues and maintains strong patient relations. Excels at following procedures and independently handling common questions and concerns.
Overview
9
9
years of professional experience
Work History
Patient Registration Representative
WakeMed Raleigh Campus
Raleigh
03.2025 - Current
- Processed patient registrations efficiently using electronic health record systems.
- Collected and verified patient information for accuracy and completeness.
- Coordinated communication between patients and healthcare providers seamlessly.
- Assisted patients with insurance inquiries and billing questions effectively.
- Maintained confidentiality of patient records in compliance with HIPAA regulations.
- Handled difficult patient interactions with empathy and professionalism consistently.
- Greeted patients and answered questions regarding registration process.
- Collected patient demographic information, verified insurance coverage, and updated records as necessary.
- Updated patient information in database regularly to ensure accuracy of records.
- Assisted with scheduling appointments, verifying benefits and authorizations for procedures.
- Completed day-to-day duties accurately and efficiently.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Reimbursement Case Manager
Humana
Morrisville
11.2022 - 03.2025
- Demonstrated excellent communication skills when discussing insurance policies with customers to ensure they were fully informed of their coverage options
- Assessed insurance policy terms to determine patient coverage and limitations
- Assisted customers in filing claims and making and receiving payments
- Determined charges for services requested, collecting deposits and payments or arranging for billing
- Medical Record Retrieval
- Use of the EMR system
- Calling providers to give them notification of the patient insurance benefits
- Examined claims forms and other records to determine insurance coverage
- Developed strong relationships with customers by providing clear and concise communication through email, phone calls, and face-to-face meetings
- Successfully handled customer complaints, troubleshooting issues and finding solutions
- Handled phone and email inquiries from insurance companies to identify and prepare premium quotes and agreements and send renewal quotes to clients
- Processed new applications, renewals, cancellations, endorsements, and other changes as needed
- Utilized knowledge of medical coding systems to audit reimbursement data and process adjustments accordingly.
Customer Service Representative
FCR
Durham
06.2020 - 11.2022
- Resolved customer issues
- Assisted customers via live chat
- Responded to inquiries and issues
- Managed customer accounts
- Greeted customers
- Respond to emails
- Make outbound calls if needed
- Take inbound calls
- Edit customer profiles
- Activate or cancel member subscriptions
- Inbound / outbound calls from insurance companies health and life to verify benefits
- Followed program guidelines and escalate complex cases according to program policy and procedures
- Maintain a relationship with the insurance company and patient and also the physician offices
- Evaluate program enrollment forms for data entry and coordinate data processing
Program Specialist
Covance/Lab Corp
Durham
10.2020 - 01.2022
- Answer the calls from doctor offices,patients regarding information about the new treatment helmed that helps with Alzheimer’s and dementia
- They have to get signed up with a new account or they may already have an account and we run their insurance to see if their insurance will cover it and if not then we have different financial assistance programs that can help them out.Insurance processor
- Inbound/Outbound phone calls and data entry
- Insurance verifier benefits by making outbound phone calls to the insurance companies to verify benefits
- The reason this position ended the program ended the contract with the client
Customer Service Representative
Conduent
Cary
11.2020 - 03.2021
- The first project was answering calls from members of cobra who wanted to send general updates to their physician office (dental,vision, health) and we was able to send updates , also members called in to make payments on their cobra , some members called in just basic general questions about their insurance
- Cobra is basically insurance that keeps employee benefits going after leaving that particular job
- After that project I was switched to Apple where I was a sales representative , making purchases for customers over the phone for any Apple products processing payment information
- This position ended I was offered a another position to gain more experience and also the client ended the contract due to low volume of job needs
Customer Service Representative
MAXIMUS
01.2020 - 11.2020
- Assist callers who have questions regarding the services of the stimulus packages and answer questions using the FAQs that is located on the IRS.GOV website providing them with answers to their questions
- If need be for a tax related question transferring them to another representative
- The use of using communication scripts during inbound and calls to assist with questions and answers to customers while using the knowledge of company
- This program ended due to tax season and the low call volume from people with frequently asked questions about the tax refund status
Customer Service Representative
Walmart
Durham
10.2019 - 10.2020
- Assisted customers with inquiries and resolved issues promptly.
- Processed customer transactions efficiently at a busy retail environment.
- Operated cash register and handled cash, credit, and gift card payments.
- Maintained clean and organized checkout area to enhance customer experience.
- Resolved customer complaints promptly to maintain satisfaction levels in-store.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Customer Service Representative
Alorica, Alorica Calling Center
03.2018 - 04.2020
- Assist callers who have questions about products or services of a particular company
- The use of using communication scripts during inbound calls, to sell services or products to the customers, while looking up information on a particular company and using the guidelines.
Team Member
Jimmy John's Sandwiches
Durham
06.2018 - 07.2019
- Prepared fresh sandwiches following company recipes and safety standards.
- Assisted in maintaining cleanliness and organization of the work area.
- Provided excellent customer service while taking orders and answering questions.
- Operated kitchen equipment efficiently to ensure timely sandwich production.
- Collaborated with team members to achieve smooth workflow during peak hours.
- Stocked ingredients and supplies to support daily operations and service needs.
- Maintained a clean and organized work area throughout shift.
- Operated cash registers to process payments from customers.
- Worked hard to learn required tasks quickly to maximize performance.
- Greeted customers upon entering the store with friendly demeanor.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
Team Member
SUBWAY®Restaurants
Roanoke Rapids
04.2016 - 08.2016
- Prepared fresh sandwiches following company recipes and safety standards.
- Assisted in maintaining cleanliness and organization of the work area.
- Provided excellent customer service while taking orders and answering questions.
- Operated kitchen equipment efficiently to ensure timely sandwich production.
- Stocked ingredients and supplies to support daily operations and service needs.
- Monitored food safety practices to ensure compliance with health regulations.
- Maintained a clean and organized work area throughout shift.
Education
High School Diploma -
Northampton County High School
Conway, NC06.2015
Skills
- Patient registration
- Insurance verification
- Electronic health records
- Claim processing
- Medical terminology
- Customer relationship management
- Payment collection
- Attention to detail
- Data entry accuracy
- Problem solving
- Patient confidentiality
- Regulatory compliance
- Effective communication
- Healthcare industry
- Cross-cultural sensitivity
- Eligibility determination
- Strong interpersonal skills
- Schedule patients
- EHR software
- Critical thinking
- Epic systems
- Health insurance processing
- Customer service
- Goal setting
- Answer telephones
- Referral verification
- Problem-solving abilities
- Time management abilities
- Communication
- Organizational skills
- Professionalism
- HIPAA compliance
- Typing speed
- Microsoft Office Suite
- Patient health information Access
Additional Information
- Authorized to work in the US for any employer
Timeline
Patient Registration Representative
WakeMed Raleigh Campus
03.2025 - Current
Reimbursement Case Manager
Humana
11.2022 - 03.2025
Customer Service Representative
Conduent
11.2020 - 03.2021
Program Specialist
Covance/Lab Corp
10.2020 - 01.2022
Customer Service Representative
FCR
06.2020 - 11.2022
Customer Service Representative
MAXIMUS
01.2020 - 11.2020
Customer Service Representative
Walmart
10.2019 - 10.2020
Team Member
Jimmy John's Sandwiches
06.2018 - 07.2019
Customer Service Representative
Alorica, Alorica Calling Center
03.2018 - 04.2020
Team Member
SUBWAY®Restaurants
04.2016 - 08.2016
High School Diploma -
Northampton County High School
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