Kimberly Ousley
Rolling Fork
Summary
Detail-oriented healthcare administrative professional with 2+ years of experience in patient services, referral processing, and benefits verification within high-volume healthcare and call center environments. Skilled in reviewing medical requests, navigating electronic health systems, and coordinating communication between providers, members, and internal teams. Proven ability to manage multiple systems, ensure accurate documentation, and maintain compliance with healthcare policies while delivering efficient, patient-centered support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead / Administrative Coordinator
Truckee Meadows Water Systems
Remote
02.2023 - 04.2026
- Serve as primary point of contact for high-volume inbound customer inquiries via phone, email, and fax, ensuring accurate documentation and resolution
- Resolve complex service issues by analyzing customer needs and determining appropriate solutions or escalation paths
- Navigate multiple systems to update records, track service requests, and maintain data accuracy
- Provide coaching and support to team members to improve performance, compliance, and service quality
- Communicate policy and procedural updates across teams to ensure consistent workflow execution
- Maintain accuracy and efficiency in a fast-paced environment requiring strong multitasking and problem-solving skills
Guest Support Specialist
Xplorie
Remote
02.2023 - 03.2026
- Provided customer support for travel-related services, reservations, and account inquiries via phone and email
- Assisted customers with booking issues, account access, and service troubleshooting in real time
- Navigated multiple software systems to research reservations and resolve customer concerns
- Documented all customer interactions accurately to ensure proper follow-up and resolution
- Delivered high-quality service while managing multiple requests in a fast-paced remote environment
- Maintained professionalism, accuracy, and strong communication in all customer interactions
Medical Receptionist / Patient Services Coordinator
H.M. Calvert & Associates
Franklin, TN
10.2019 - 01.2023
- Reviewed patient insurance benefits and verified eligibility for services and coverage requirements
- Coordinated patient intake and onboarding, including documentation, consent collection, and scheduling
- Entered and maintained accurate patient data in Electronic Health Record (EHR) systems
- Communicated with patients and providers to ensure accurate service delivery and care coordination
- Assisted with interpreting prescriptions and clinical documentation for provider review
- Verified procedure and service details to align with insurance and coverage guidelines
- Maintained compliance with HIPAA regulations and safeguarded sensitive patient information
- Managed front-office operations including check-in/out, appointment scheduling, and patient inquiries
Education
Associate of Arts - General Studies
Mississippi Delta Community College
Moorhead, MS12-2022
Associate of Applied Science - Administrative Office Technology
Mississippi Delta Community College
Moorhead, MS05-2022
High School Diploma - undefined
South Delta High School
Rolling Fork, MS01-2016
Skills
- Medical Referrals & Prior Authorization Processing
- Insurance Verification (Medicare/Medicaid)
- Benefits & Eligibility Review
- Electronic Health Records (EHR) Systems
- Patient Intake & Onboarding Coordination
- Medical Documentation Review
- Data Entry & Multi-System Navigation
- Call Center & Patient Support
- CRM Systems & Microsoft Office Suite
- HIPAA Compliance & Data Security
- Provider & Member Communication
- Problem-Solving & Attention to Detail
- Communication & Time Management
Certification
- Business & Office Technology Career Certification (2022 – Current)
- Administrative Office Technology Certification (2022 – Current)
ADDITIONAL QUALIFICATIONS
- 2+ years of experience analyzing and resolving customer issues
- Healthcare experience with patient interaction, documentation, and insurance verification
- Strong ability to navigate multiple systems and adapt to process updates
- Experience working remotely while maintaining productivity and data security
- Dedicated workspace with ability to maintain confidentiality of sensitive information
Timeline
Guest Support Specialist
Xplorie
02.2023 - 03.2026
Customer Service Team Lead / Administrative Coordinator
Truckee Meadows Water Systems
02.2023 - 04.2026
Medical Receptionist / Patient Services Coordinator
H.M. Calvert & Associates
10.2019 - 01.2023
High School Diploma - undefined
South Delta High School
Associate of Arts - General Studies
Mississippi Delta Community College
Associate of Applied Science - Administrative Office Technology
Mississippi Delta Community College