Mechelle Buckner
Gwynn Oak
Summary
Customer Service and Healthcare Insurance Professional with 10+ years of healthcare experience and extensive knowledge of health plan benefits, eligibility, provider networks, prior authorizations, claims research, and member support. Skilled at resolving complex customer inquiries, educating members on available services, maintaining accurate documentation, and delivering compassionate service in a fast-paced call center environment. Proficient in navigating multiple computer systems while ensuring accuracy, compliance, and exceptional customer satisfaction.
Overview
9
9
years of professional experience
Work History
Patient Registrar
Crozer Chester Medical Center
Chester, PA
01.2023 - 05.2025
- Registered patients for emergency, inpatient, and outpatient services.
- Verified insurance coverage and obtained required patient information for treatment.
- Processed admissions, transfers, and discharges while ensuring accurate records.
- Collected patient copayments and explained registration requirements.
- Coordinated with clinical departments to support patient access to care.
- Managed high-volume patient registrations in a fast-paced hospital environment.
Member Experience Associate
Jefferson Healthcare
Philadelphia, PA
08.2019 - 12.2023
- Assisted members with health plan benefits, eligibility, and coverage questions.
- Researched claim status, prior authorizations, and provider network participation.
- Processed Primary Care Provider (PCP) changes and provider selections.
- Educated members on plan benefits, healthcare resources, and self-service options.
- Resolved complex member concerns through research and problem-solving.
- Documented member interactions and account updates in multiple systems.
Patient Services Representative
Planned Parenthood
Upper Darby, PA
04.2016 - 06.2019
- Scheduled, confirmed, and managed patient appointments while maintaining accurate records in electronic systems.
- Verified insurance information, eligibility, and coverage details to support patient services and billing processes.
- Collected and updated patient demographic and insurance information while ensuring HIPAA compliance and confidentiality.
- Assisted patients with check-in/check-out procedures, payment collection, and navigation of available healthcare services.
- Resolved patient concerns and escalated complex issues appropriately to maintain high levels of patient satisfaction.
Education
High School Diploma -
Chester High School
Chester, PANursing Assistant - Nursing
Columbia Basin College
Pasco, WASkills
- Customer Service
- Health Insurance
- Benefits Verification
- Eligibility
- Claims Research
- Prior Authorization
- Provider Networks
- PCP Changes
- Medicare
- HIPAA
- Call Center
- Data Entry
- Problem Resolution
- Member Services
- Healthcare Administration
Timeline
Patient Registrar
Crozer Chester Medical Center
01.2023 - 05.2025
Member Experience Associate
Jefferson Healthcare
08.2019 - 12.2023
Patient Services Representative
Planned Parenthood
04.2016 - 06.2019
High School Diploma -
Chester High School
Nursing Assistant - Nursing
Columbia Basin College