Laura A. McKenna
Longmont
Summary
Experienced healthcare support professional seeking a Patient Access Representative role within a dynamic hospital system. Proven track record of delivering exceptional patient service, managing complex provider schedules, and ensuring accurate data entry in fast-paced medical settings.
Overview
10
10
years of professional experience
Work History
Per Diem Front Desk Staff
Boulder Community Health
11.2024 - Current
- Provide flexible front desk and scheduling coverage across multiple clinics
- Efficiently handle patient intake, registration, and appointment rescheduling
- Uphold patient confidentiality and maintain smooth workflows under pressure
Clinic Receptionist II
Boulder Community Health
11.2022 - Current
- Coordinate daily appointment schedules for multiple providers and departments
- Manage high call volumes with professionalism, accuracy, and compassion
- Supervise and train front office staff on scheduling procedures and protocols
- Maintain accurate patient records and insurance details in electronic systems
Office Manager / Business Lead
TLC Learning Center
08.2021 - 11.2022
- Oversaw scheduling and communications for school-wide events and therapy sessions
- Maintained records for 70+ students and coordinated with public assistance programs
- Developed Excel-based tracking tools for demographics and payment reconciliation
Private Aide & Tutor
Private Aide & Tutor
01.2017 - 08.2021
- Provided in-home support and academic tutoring with customized learning plans
Telephone Support Agent / Trainer / Quality Monitor
IBM (Dept. of Defense Contract)
04.2015 - 12.2016
- Resolved over 400 technical service calls monthly in a high-stakes federal contract
- Trained and evaluated performance of 40+ agents on call protocol and customer service
- Held Person of Trust clearance and adhered strictly to privacy protocols
Education
B.S. - Mathematics & Physics
University of Colorado
Denver, CO01.1990
Skills
- 2 years in medical reception, scheduling, and front office coordination
- Skilled in high-volume multi-provider scheduling across departments
- Strong communication and organizational skills; calm under pressure
- Experienced with HIPAA compliance and patient confidentiality
- Proficient in Microsoft Outlook, EMRs, and multi-line phone systems
- Team player attitude
- Strong organization
- Customer service expertise
- Scheduling appointments
- Problem-solving skills
- Time management
- Listening skills
- Training and mentoring
- Microsoft office
- Credit and cash payments
- Front desk management
Timeline
Per Diem Front Desk Staff
Boulder Community Health
11.2024 - Current
Clinic Receptionist II
Boulder Community Health
11.2022 - Current
Office Manager / Business Lead
TLC Learning Center
08.2021 - 11.2022
Private Aide & Tutor
Private Aide & Tutor
01.2017 - 08.2021
Telephone Support Agent / Trainer / Quality Monitor
IBM (Dept. of Defense Contract)
04.2015 - 12.2016
B.S. - Mathematics & Physics
University of Colorado
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