Open To Work
Amila Wallen
Archer / Evolution Travel
Fairburn,GA
1
Certification
8
years of professional experience
Detail-oriented healthcare customer service professional with extensive experience in appointment scheduling, eligibility verification, and medical records support. Skilled in message routing, patient education, and healthcare call-center operations, including Epic and WDE. Committed to maintaining confidentiality and delivering effective problem resolution while providing member-centered service.
Work History
Customer Service Representative
2 Months- Managed 80-100+ inbound member and patient calls daily while providing accurate, professional, and confidential service.
- Educated members on Kaiser Permanente services, facilities, appointment procedures, kp.org, and available healthcare resources.
- Documented and routed messages between members, providers, departments, and healthcare resources to ensure timely communication and support.
- Verified member information, benefits, eligibility, and membership-related information and assisted with medical record needs.
- Educated members on Kaiser Permanente services, facilities, and appointment procedures to enhance member understanding and utilization of resources.
- Managed Health Information Management and medical record requests while adhering to turnaround time, HIPAA, and privacy requirements to maintain compliance and confidentiality.
- Supported Health Information Management and medical record requests while following turnaround-time, HIPAA, privacy, and confidentiality requirements.
- Entered accurate patient information, call notes, and other required data into automated systems.
Travel Advisor
7 Years 9 Months- Assisted clients with reservations and travel planning, addressing inquiries and resolving issues via phone and electronic communication to enhance customer experience.
- Maintained accurate customer and reservation information, ensuring timely follow-up and delivering professional service to support client satisfaction.
- Researched and recommended travel destinations based on client preferences and budget constraints.
- Developed customized itineraries ensuring seamless travel experiences for clients.
- Collaborated with suppliers to secure competitive rates and exclusive offers for clients.
Education
High School Diploma
Certified Nursing Assistant Certificate - Health Care
Skills
Epic
WDE
Health records management
Scheduling Systems
Data Entry
Call-center systems
CRM Systems
Call center operations
Microsoft Office
Secure Messaging
Certification
- CNA - Certified Nurse Assistant
Timeline
Customer Service Representative
Kaiser Permanente
01.2026 - 03.2026Read More
Travel Advisor
Archer / Evolution Travel
11.2018 - CurrentRead More
Skyline High School
High School Diploma
Read More
Pittsburg Adult Education
Certified Nursing Assistant Certificate from Health Care
Read More
CORE SKILLS
- Appointment Scheduling & Rescheduling
- Member & Benefit Eligibility
- Patient Registration
- Medical Records/HIM
- Epic
- WDE
- High-Volume Call Center
- Message Management
- Kp.org Support
- Referral & Specialist Support
- Secure Messaging
- HIPAA Compliance
- Call Routing
- Data Entry
- Patient Education
- Problem Resolution