Hailey Mack
Charleston
Summary
Dedicated professional with expertise in patient access services, adept at improving departmental productivity and delivering exceptional customer service. Strong problem-solving skills and attention to detail drive successful resolution of complex insurance issues. Eager to leverage skills in a new role to enhance operations and patient satisfaction.
Overview
9
9
years of professional experience
Work History
Administrative Associate
Sentara Healthcare
08.2025 - 11.2025
- Manage patient records, schedule appointments, and collaborate with medical staff.
- Register patients, verify insurance, and explain consent forms to patients.
- Provide excellent customer service and maintain professionalism toward patients, visitors, and colleagues.
- Find and print out prenatal records for patients in Athena.
- Complete patient registrations using Epic Hyperspace.
Lead Patient Access Technician
Children's Hospital of The King's Daughters
04.2024 - 08.2025
- Trained new employees on policies, procedures, and systems used for patient access services.
- Developed strategies to increase overall productivity in the department.
- Monitored daily workflow within the department and made adjustments as necessary.
- Provided excellent customer service to ensure patient satisfaction.
- Resolved complex insurance related issues in a timely manner.
- Assisted with audits of medical records as needed for compliance purposes.
- Collaborated with other departments to ensure smooth transitions between services provided by each team member.
- Created new patient charts to include personal and insurance information and reason for visit.
- Assisted patients with insurance information and billing questions.
- Developed strong working knowledge of software applications used in the department.
- Served as a liaison between management teams from different facilities within the organization.
Patient Access Technician
Children's Hospital of The King's Daughters
01.2023 - 04.2024
- Ensured compliance with all HIPAA regulations regarding patient privacy and confidentiality.
- Registered patients by obtaining necessary and accurate financial and demographic information.
- Provided excellent customer service to patients and their families.
- Created new patient charts to include personal and insurance information and reason for visit.
- Demonstrated strong organizational skills by accurately entering patient information into the electronic health record system.
- Processed payments received from patients according to established guidelines for proper accounting procedures.
- Collaborated with other departments within the organization to coordinate care for each patient's needs.
Barista and Cashier
Target - Starbucks
03.2022 - 08.2022
- Kindly addressed customers' concerns
- Expanded my knowledge in opening and closing the store
- Operated cash registers and handled cash and card transactions.
- Assisted with opening and closing tasks such as cleaning cafe areas or setting up displays.
- Showed aptitude in multitasking multiple orders at once while maintaining accuracy in product quality.
- Exhibited excellent communication skills while interacting with customers and coworkers in a professional manner.
Cashier
Cookout
04.2017 - 08.2020
- Take orders from customers while providing exceptional customer service
- Promptly and empathetically handles customers concerns and complaints
- Cross-trained and coordinated scheduling with team members to ensure service
Education
High School Diploma -
Booker T. Washington High School
Norfolk, VA06-2018
Bachelor's in Health Administration - Psychology
Old Dominion University
Norfolk, VA05.2026
Skills
- Quick learner
- Positive attitude
- Works Well Under Pressure
- Customer service
- Attention to detail
- Multi-tasker
- Handling money
- Reliable
- Problem-solving
Timeline
Administrative Associate
Sentara Healthcare
08.2025 - 11.2025
Lead Patient Access Technician
Children's Hospital of The King's Daughters
04.2024 - 08.2025
Patient Access Technician
Children's Hospital of The King's Daughters
01.2023 - 04.2024
Barista and Cashier
Target - Starbucks
03.2022 - 08.2022
Cashier
Cookout
04.2017 - 08.2020
High School Diploma -
Booker T. Washington High School
Bachelor's in Health Administration - Psychology
Old Dominion University