Jamaal B. Key
Virginia Beach,VA
Summary
Professional in patient success with solid experience in advocacy and support services. Consistently delivers impactful results through strong team collaboration and adaptability to changing needs. Skilled in patient communication, conflict resolution, and navigating healthcare systems. Known for reliability, empathy, and strong focus on achieving positive outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Community Health Worker
Molina Healthcare
05.2020 - Current
- Connected families with necessary social services, alleviating barriers to healthcare access and improving quality of life.
- Built trust within diverse communities through cultural competency training, empathetic communication skills, and active listening techniques.
- Addressed patient concerns and provided support to vulnerable demographics.
- Participated in ongoing professional development opportunities to stay current on best practices in community health work, ensuring the delivery of quality services to clients.
- Worked directly with patient treatment teams and participated in care coordination procedures.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Provided ongoing support for clients managing chronic conditions, contributing to better self-management and reduced complications.
- Promoted access to healthcare services for underprivileged populations through community outreach efforts.
- Trained new Community Health Workers on best practices, contributing to increased team efficiency and effectiveness in serving the community.
- Improved community health by conducting assessments, identifying needs, and developing intervention plans.
- Assisted clients in navigating complex healthcare systems by providing guidance on insurance coverage options and connecting them with appropriate providers or agencies.
- Engaged clients in health-related activities to enhance overall well-being.
Customer Service Representative
Magellan Health
03.2018 - 05.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Customer Service Call Center Supervisor
Capital One
01.2012 - 09.2017
- Serving as Supervisor of 60-100 call center agents at any given period of time
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Ensured compliance with industry regulations through regular review of policies and procedures as well as thorough training sessions for all employees.
- Improved customer satisfaction by implementing new call center strategies and streamlining processes.
Loss Mitigation/Customer Service Representative
Capital One
01.2009 - 01.2012
- Effectively communicating with customers regarding solutions to bring their credit cards current
- Designing payment options to best suit customer’s needs
- Carefully ensuring compliance with the Fair Debt Collection Practices Act (FDCPA)
- Striving to consistently provide superior customer service
Education
No Degree - General Studies
University of North Carolina At Greensboro
Greensboro, NCHigh School Diploma -
Northampton County High School
Gaston, NC05-2002
Skills
- Critical Thinking
- Supervisory experience
- Excellent Customer Service
- Public outreach
- Maintaining updated records
- Referral coordination
- Health promotion
- Data collection
- Cultural history
- Time and Priority Management
- Problem Solving
- Team assignments
- Organized and detail oriented
- Client and community service
- Health education
- HIPAA guidelines
Accomplishments
- Recognized as 'Top 5 Collectors' four consecutive quarters.
- Chosen by superiors to assist with opening of new Capital One collection sites in Chesapeake, Virginia and Sioux Falls, South Dakota.
Certification
- Basic Life Support (BLS) Certification - American Heart Association or American Red Cross.
Timeline
Community Health Worker
Molina Healthcare
05.2020 - Current
Customer Service Representative
Magellan Health
03.2018 - 05.2020
Customer Service Call Center Supervisor
Capital One
01.2012 - 09.2017
Loss Mitigation/Customer Service Representative
Capital One
01.2009 - 01.2012
No Degree - General Studies
University of North Carolina At Greensboro
High School Diploma -
Northampton County High School