Damita McKinney
Kansas City,MO
Summary
Customer focused, seasoned professional with over twenty years of experience, dedicated to quality service, issue resolution and customer retention.
Overview
20
20
years of professional experience
Work History
Personal Care Attendant
The Whole Person Inc.
04.2012 - Current
- Provides attentive and personalized care tailored to individual needs of daily living activities, enhancing overall well-being of clients.
- Educates clients on self-care strategies, healthy alternatives and structured routines, empowering them to maintain independence and increase quality of life.
- Fosters open communication between all parties involved in a client's care plan, resulting in cohesive team efforts and improved client outcomes.
Customer Care Advocate
Aetna
02.2023 - 10.2023
- Guided members to clear path to care by educating members on benefit plan details, rights and responsibilities in accordance with contract and regulatory guidelines.
- Demonstrated effectiveness of de-escalation skills, calmly responding to members needs, providing reassurance of knowledgeable approach for successful resolution.
- Processed member complaints, appeals, fraud and grievances with professionalism and discretion, provided status throughout processing, creating transparency, inspiring trust to build stronger relationships.
- Implemented first-call resolution policy by utilizing active listening skills in anticipation of members needs, provided all relevant information to answer unasked questions.
Customer Care Representative
CVS Caremark
11.2022 - 02.2023
- Assisted customers in navigating company website, demonstrated self-service tools and resources, streaming processes, improving overall user experience.
- Delivered excellent customer service for high volume in bound calls, averaging 50, promptly satisfying customers goals creating positive experience, increasing loyalty and retention.
- Educated members about their prescription drug coverage options, empowering them to make informed decisions regarding their healthcare needs.
- Placed outbound calls/faxes to providers to provide and/or obtain clinical information for approval of medical authorizations within 5 business days.
Healthcare Collector
Kindred At Home
06.2016 - 10.2016
- Managed 30 medical claims on daily basis, navigated multiple systems, completed extensive analysis ensuring accurate billing and timely submission of claims.
- Demonstrated proficiency with billing systems, ensured all functionality is utilized for most efficient processing of claims.
- Served as liaison between billing department and insurance carriers, fostering positive relationships that led to smoother claim processing experiences for all parties involved.
- Maintained knowledge of benefits claim principles, processing procedures and HIPAA regulations.
Payroll Customer Service - Verification of Employment Specialist
Gentiva Home Health Services
07.2014 - 06.2016
- Enhanced customer satisfaction 97% by resolving payroll issues promptly and professionally by conducting thorough research to address complex customer concerns.
- Performed various data entry tasks to update employee records, thoroughly documenting request, actions and communications of involved parties, resulting in ease of tracking information.
- Maintained strict confidentiality, ensuring secure handling of sensitive employee data and documents.
- Supported clients throughout verification process, providing clear guidance on required documentation and procedures, reducing errors and omissions for smoother processing.
Education
GED -
Leavenworth Senior High School
Leavenworth, KS05.1993
Skills
Critical thinking
Quality assurance
Microsoft Office
First Call Resolution
Call Center Experience
Active Listening
Timeline
Customer Care Advocate
Aetna
02.2023 - 10.2023
Customer Care Representative
CVS Caremark
11.2022 - 02.2023
Healthcare Collector
Kindred At Home
06.2016 - 10.2016
Payroll Customer Service - Verification of Employment Specialist
Gentiva Home Health Services
07.2014 - 06.2016
Personal Care Attendant
The Whole Person Inc.
04.2012 - Current
GED -
Leavenworth Senior High School