Felicia Lynn Keita
San Antonio
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
13
13
years of professional experience
Work History
Medical Support Assistant
Defense Health Agency
Ft. Sam Houston
02.2025 - Current
- Managed patient scheduling and appointment coordination for multiple healthcare providers.
- Facilitated communication between patients and medical staff to enhance service delivery.
- Processed patient intake forms and verified insurance information efficiently.
- Scheduled follow-up appointments and coordinated referrals with specialists as needed.
- Trained new staff on office protocols and electronic health record systems effectively.
- Verified accurate patient demographic and insurance information to enter into the electronic medical system.
- Answered telephone calls, recording accurate messages and relaying to designated staff.
Medical Support Assistant III Under DHA
Muskogee Staffing Solutions
Muskogee
10.2022 - Current
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Use Genesis to maintain and record patient data and generate reports.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Performed medical records management, including filing, organizing and scanning documents
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
Medical Support Assistant II/ DHA
Case Health Care Solutions
Reston
09.2020 - 10.2022
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Fulfillment Center Associate
Amazon
San Antonio
09.2015 - 09.2020
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
Collections Representative
SWBC
San Antonio
04.2018 - 07.2020
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing resources to locate debtors and updated information in company system.
- Processed payments and contracts on accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Quantified debtor balances to avoid late payments and bad credit.
Food Service Worker
East Central ISD
San Antonio
03.2013 - 08.2015
- Greeted customers at counter to fulfill requests and answer questions.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Compiled recipe ingredients and prepared for cooks by washing, cutting, or measuring food items.
- Cleaned and organized kitchen, dining and service areas.
Education
Bachelor of Science - Science
Texas Tech University
TXHigh School Diploma -
St Gerard Regional High School
San Antonio, TXSkills
Customer service in medical settings
Appointment scheduling
Patient record management
Communication with patients and clinicians
Multi-line phone handling
Personal Information
Title: Medical Support Assistant
Software
, ,
MS Genesis-Power Chart, Rev Cycle
DHMRSI
Outlook
Timeline
Medical Support Assistant
Defense Health Agency
02.2025 - Current
Medical Support Assistant III Under DHA
Muskogee Staffing Solutions
10.2022 - Current
Medical Support Assistant II/ DHA
Case Health Care Solutions
09.2020 - 10.2022
Collections Representative
SWBC
04.2018 - 07.2020
Fulfillment Center Associate
Amazon
09.2015 - 09.2020
Food Service Worker
East Central ISD
03.2013 - 08.2015
Bachelor of Science - Science
Texas Tech University
High School Diploma -
St Gerard Regional High School
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