kianna phillips
Sumter,SC
Summary
Passionate and results-driven Professional with a demonstrated history of exceeding customer expectations. Equipped with strong communication skills and a knack for problem-solving, I thrive in high-pressure environments. With a commitment to delivering exceptional service and building lasting relationships, I am adept at resolving inquiries efficiently and effectively. Dedicated to continuous improvement, I am eager to leverage my skills and contribute to the success of the organization while ensuring the highest level of customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Engagement Center Operations
Advocate Aurora Health care
10.2024 - 05.2025
- Uses protocols, facility/provider information, and established policies and procedures to seamlessly link the patient experience between the Engagement Center and the practice site.
- Uses resources and critical thinking skills to assist inbound callers. Makes outbound calls when required or when follow up is deemed necessary.
- Has the ability to recognize complex non-clinical problems and questions and escalates for resolution when needed.
- Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information, verifies insurance coverage, and may collect co-pays, deductibles, and previous balances. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary, applying acquired knowledge of government and third-party payer requirements. Updates financial responsibility and other data when changes or additions occur and communicates to patients as appropriate.
- Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.
- Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.
- Determines the level of care needed by patients calling the call center which results in routing patients for triage, scheduling, rescheduling, and canceling appointments, submitting medication refill requests for evaluation, and paging providers and facilities as appropriate.
- Provides customer service per established departmental standards as measured by patients on post call survey. Asks clarifying questions, presents options or solutions, and understands the level of complexity of the call, escalating only those situations necessary for resolution.
- Assists with organizational marketing efforts by providing associated information and referral to customer, while maintaining appropriate records for documentation. Conducts regular reporting and updating of the provider and marketing databases.
- Performs additional duties based on department needs such as faxing, updating medical records, logs, and reports, managing files/databases, assisting with entering, gathering, organizing, and compiling data for reports.
Technical Solutions Specialist
Apple
10.2023 - 07.2024
- Provide expert technical support to customers through email, live chat, and phone channels, effectively troubleshooting and resolving a wide range of product-related inquiries and issues. Demonstrate exceptional communication skills to deliver clear and concise instructions, explanations, and solutions to customers, ensuring positive customer experience and high satisfaction levels.
- Utilize in-depth knowledge of Apple products, software, and services to assist customers in resolving complex technical problems, including hardware and software configurations, network connectivity, and software compatibility.
- Employ active listening skills to understand customers' needs and concerns, empathize with their frustrations and provide personalized solutions tailored to their specific situations. Consistently meet or exceed performance metrics, including response and resolution times, customer satisfaction ratings, and quality assurance standards, while documenting and maintaining accurate records of customer interactions.
Fraud Specialist
Alorica
05.2021 - 06.2023
- Utilized advanced analytics techniques and tools to analyze customer data, transaction patterns, and behavioral indicators to detect and mitigate instances of fraud.
- Collaborated with cross-functional teams, including fraud investigators, risk management, and customer service representatives, to develop strategies and implement proactive measures to prevent fraud and protect customer accounts and assets.
- Conducted thorough investigations into suspicious activities, gathering and analyzing evidence, and working closely with law enforcement and legal authorities when necessary.
- Developed and maintained fraud detection models and systems, continuously enhancing their effectiveness through data analysis, model optimization, and the integration of new data sources and technologies.
Education
High School Diploma -
Sumter County High School
Sumter, SC06-2022
Skills
- Customer Service
- Technical Support
- Problem-Solving
- Communication Skills
- Attention to Detail
- Data Entry
- Typing Speed and Accuracy
- Keystroke Efficiency
- Data Validation and Verification
- Data Formatting and Cleanup
- Basic Database Management
- Scanning and Imaging
- Data Entry Software and Tools
- Accuracy
- Troubleshooting
- Active Listening
- Documentation and Record-Keeping
- Time Management
- Multitasking
- Fraud Detection Analytics
- Collaborative Teamwork
- Risk Management
- Fraud Prevention
- Medication Management
- Call Center Support
- Order Placement
- Product Knowledge
- Billing Inquiries
- Inbound Customer Calls
- Scheduling appointments
- Excel
- Epic Application
- Microsoft Word
- MS office
- Organization
- Friendly, positive attitude
- Microsoft office
Timeline
Engagement Center Operations
Advocate Aurora Health care
10.2024 - 05.2025
Technical Solutions Specialist
Apple
10.2023 - 07.2024
Fraud Specialist
Alorica
05.2021 - 06.2023
High School Diploma -
Sumter County High School
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