Itevia Kemp
Jackson,MS
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
15
15
years of professional experience
Work History
Utilization Management Assistant
Firstsource Molina Healthcare
07.2019 - 09.2026
- Managed utilization review processes, ensuring compliance with healthcare regulations and internal policies.
- Coordinated communication between clinical teams and payers to facilitate timely approval of services.
- Reviewed clinical documentation for accuracy, improving operational efficiency and reducing processing delays.
- Led training sessions for new staff on utilization management protocols and system navigation.
- Contributed to a positive workplace culture by fostering strong relationships with colleagues across various disciplines within the organization.
- Enhanced patient satisfaction through prompt response to inquiries regarding treatment plans, coverage details, and billing issues.
- Ensured accurate data entry into electronic health record systems to support informed decision-making by medical professionals.
Customer Service Representative
CVS/caremark
04.2015 - 10.2019
- Resolved customer inquiries via phone, email, and chat to ensure satisfaction and retention.
- Processed medication orders accurately using pharmacy management software to support operational efficiency.
- Trained new team members on procedures and systems to enhance service delivery and performance.
- Monitored customer feedback and suggested improvements to enhance service quality and experience.
- Collaborated with pharmacy staff to streamline workflows, reducing wait times for customers significantly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Manager
McDonald's
05.2011 - 10.2015
- Managed daily operations, ensuring compliance with quality and safety standards.
- Trained and mentored team members to enhance service efficiency and customer satisfaction.
- Oversaw cash handling procedures, maintaining accuracy in daily financial reporting.
- Analyzed customer feedback to identify improvement opportunities for service delivery.
- Developed staff schedules to ensure optimal coverage during peak hours.
- Collaborated with upper management on promotional strategies to increase sales revenue.
Education
Associate of Science - Medical Office And Billing Specialist
Ulitimate Medical Academy
Clearwater, FL05-2022
Skills
- Teamwork and collaboration
- Friendly, positive attitude
- Customer service
- Problem-solving
- Time management
- Computer skills
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Attention to detail
- Dependable and responsible
- Flexible and adaptable
Timeline
Utilization Management Assistant
Firstsource Molina Healthcare
07.2019 - 09.2026
Customer Service Representative
CVS/caremark
04.2015 - 10.2019
Manager
McDonald's
05.2011 - 10.2015
Associate of Science - Medical Office And Billing Specialist
Ulitimate Medical Academy
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer