Rhea Hayes
Hermitage
Summary
Skilled in patient financial services representation, with a strong background in healthcare administration and billing. Known for effectively navigating complex insurance requirements and medical coding processes to ensure accurate billing. Strengths include exemplary communication skills, problem-solving capabilities, and commitment to providing high-quality customer service. Previous roles have demonstrated impactful contributions to revenue cycle enhancements and process improvements within fast-paced healthcare environments.
Experienced in delivering exceptional customer service through effective communication and problem resolution, addressing inquiries, and processing policy changes. Demonstrated proficiency in analyzing risk factors across various demographics to recommend appropriate insurance coverage options.Maintained comprehensive records of client interactions and policy details within a CRM system, ensuring accuracy and compliance with industry standards. Lead training initiatives for new employees, enhancing team performance and operations.
Overview
15
15
years of professional experience
2013
2013
years of post-secondary education
Work History
Insurance Specialist
Remx phoenix operations
Phoenix
11.2025 - 01.2026
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and processing policy changes
- Demonstrated expertise in analyzing risk factors for different age groups and recommending suitable coverage options accordingly
- Maintained accurate records of client interactions, policy details, and commission payments in CRM system
Patient Financial Representative
Firstsource Solutions
Nashville
09.2022 - 08.2025
- Screen medicaid and social security applications
- Verify insurance
- Screen new mothers/ newborn patients for tenncare coverage
- Precept new employees
- Team lead responsibilities
Care Partner
Vanderbilt University Medical Center
Nashville
11.2019 - 02.2022
- Patient care, respiratory rapids/stats, draw labs, Foley placement, perineal care, wound care, answered phone calls and transferred call, precept phlebotomy
CNA - Certified Nursing Assistant
Guardian healthcare agency
Brentwood
05.2019 - 02.2020
- Patient care, emptying foleys, and perineal care, hospitality and customer companion of every patient.
Resident Aid
CHARTER SENIOR LIVING of Hermitage
Hermitage
01.2019 - 12.2019
CNA - Certified Nursing Assistant
Life Care Centers of America
Old Hickory
06.2019 - 10.2019
Guest Specialist, Cook
Captain's D's
Hermitage
11.2012 - 12.2018
- Dining service and cleaning
- Worked in the kitchen
- Wash dishes and mop floors
- Great guest service and restaurant skills
Certified Nursing Assistant
Trevecca Center for Rehabilitation and Healing
Nashville
12.2017 - 08.2018
- Patient care
- Charted
- Transferred
- Fed
- Rehab mechanics
Resident Assistant
Elmcroft Senior Living
Brentwood
07.2017 - 09.2017
- Worked with 14 residents of dementia/Alzheimer's memory care
- Dining
- Showers
- Clothing
- ADL activities
CNA Student
The Heritage at Brentwood
Brentwood
02.2017 - 05.2017
- Took a CNA training program
- Duties included showering, dressing, toileting, feeding
- After clinicals, worked in the Sommerfield facility
Assistant General Manager
Krystal
Nashville
12.2016 - 02.2017
- Inventory
- Opened/closed
- Sales
- Prepped
- Shift lead
- Great hospitality and restaurant management skills
Technical Support
Asurion
Antioch
09.2016 - 11.2016
- Call center
- Transferred calls
- Troubleshooting
- Advertised for Verizon
- Customer support
- Sales
- Some retailing
McDonald's Crew Member
McDonald's
Mount Juliet
06.2012 - 11.2012
- Provide great customer service at the front counter and drive - thru
- Clean lobby and bathroom
- Keep supplies stocked
Caregiver
A Little Bit of Heaven
Antioch
02.2011 - 10.2011
- Worked with infants to pre-k
- Changed them
- Fed them
- Arranged inside and outside activities
- Participated in Bible story time
- Taught how to clean up messes
- Made an effort to meet every child's needs
Education
Bachelor of Science - Health Administration
Herzing University
Madison, WI 02.2026 - 02.2026
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
Tampa, FL 04.2022 - 07.2023
Cane Ridge High School
Antioch, TNSkills
- Policy analysis
- Medicaid verification
- Insurance coverage
- Medical coding
- Workflow optimization
- Reporting skills
- Documentation skills
- Documentation
- Insurance law
- Professionalism and ethics
- Health insurance
- Compliance adherence
- Documentation management
- Communication skills
- Problem resolution
- Data entry
- Employee training
- Patient assessments
- Medical terminology
- Electronic health records
- Wound care
- Patient care
- Team leadership
- Insurance verification
- Medicaid screening
- Risk analysis
- Coverage recommendations
- Client record management
- Customer service
- Compliance standards
- Call handling
- Time management
- Documentation accuracy
- Clinical support
- Conflict resolution
- Physical stamina
- Infection control practices
- Bathing assistance
- Vital signs monitoring
- Maintaining confidentiality
- Team collaboration
- Multitasking and organization
- Patient advocacy
- Dressing assistance
- Compassionate communication
- Complex Problem-solving
- End-of-life care
- Basic life support
- Critical thinking
- Flexibility and adaptability
- Emotional support
- Clinical documentation
- Patient hygiene assistance
- Emergency response
- Compassion and empathy
- Medication administration
- Medication assistance
- Attention to detail
- Lifting and transferring
- Health monitoring
- HIPAA compliance
- Feeding assistance
- Cultural sensitivity
- Active listening
- Patient transfers
- Problem-solving
- Toileting assistance
- Case management
- Geriatric care
- Tracheostomy care
- Patient management
- Transfer techniques
- Transporting patients
- Performing patient intakes
- Quality assurance controls
- Respiratory equipment training
- Electronic charting
- Patient relationship building
- Observing responses
- Catheter change and preparation
- Family support and assistance
- Ambulation assistance
- Safety precautions
- EMR / EHR
- IV maintenance
- Range of motion exercises
- Healthcare ethics
- Patient-focused care
- Maintaining privacy
- Medical records management
- Specimen labeling procedures
- Anatomy
- Specimen handling
- Blood collection techniques
- Donor screening
- Quality control
- Order of draw
- Sample transport
- Proper labeling
- Recording data
- Patient confidentiality
- Medical records review
- Biohazard disposal
- Venipuncture
- Sanitation and sterilization
- HIPAA
- Sample storage
- Supply restocking
- Capillary puncture
- Adaptable approach
- Therapeutic phlebotomy
- Patient flow management
- Infection control
- Sample and specimen collection
- Phlebotomy tech
- Geriatric phlebotomy
- Quality control guidelines
- Medical records maintenance
- Diagnostic testing
- Venipuncture expertise
- Health education
- Anatomy and physiology
- Blood collection
- Process improvement initiatives
- Syringe method
- Medical records handling
- Emergency response training
- Blood component separation
- Blood transfusions
- Specimen preparation
- Personal protective equipment usage
- On-site testing
- EMR recordkeeping
- Medical testing
- Venipuncture and capillary puncture
- Sample labeling
- Medical office administration
- Laboratory procedures understanding
- Specimen collection and storage
- Health and safety
- Technical troubleshooting
Certified Nursing Assistant
- September 2017-
Timeline
Bachelor of Science - Health Administration
Herzing University
02.2026 - 02.2026
Insurance Specialist
Remx phoenix operations
11.2025 - 01.2026
Patient Financial Representative
Firstsource Solutions
09.2022 - 08.2025
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
04.2022 - 07.2023
Care Partner
Vanderbilt University Medical Center
11.2019 - 02.2022
CNA - Certified Nursing Assistant
Life Care Centers of America
06.2019 - 10.2019
CNA - Certified Nursing Assistant
Guardian healthcare agency
05.2019 - 02.2020
Resident Aid
CHARTER SENIOR LIVING of Hermitage
01.2019 - 12.2019
Certified Nursing Assistant
Trevecca Center for Rehabilitation and Healing
12.2017 - 08.2018
Resident Assistant
Elmcroft Senior Living
07.2017 - 09.2017
CNA Student
The Heritage at Brentwood
02.2017 - 05.2017
Assistant General Manager
Krystal
12.2016 - 02.2017
Technical Support
Asurion
09.2016 - 11.2016
Guest Specialist, Cook
Captain's D's
11.2012 - 12.2018
McDonald's Crew Member
McDonald's
06.2012 - 11.2012
Caregiver
A Little Bit of Heaven
02.2011 - 10.2011
Cane Ridge High School