Summary
Overview
Work History
Education
Skills
Timeline
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Kadijah Mason

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

12
12
years of professional experience

Work History

Medical Receptionist

AdventHealth
01.2023 - Current
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.

211 Specialist

Heart of Florida United Way INC.
08.2022 - 01.2023
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.

Benefits Specialist

CVS Caremark
12.2017 - 08.2022
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
  • Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.

Call Center Representative

Bed Bath and Beyond
01.2013 - 12.2017
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

Maynard Evans High School
Orlando, FL
05-2012

Skills

  • Customer service
  • Data entry
  • Active listening
  • Multitasking
  • Critical thinking
  • Front desk operations
  • Telephone etiquette
  • Appointment scheduling
  • Medical terminology

Timeline

Medical Receptionist

AdventHealth
01.2023 - Current

211 Specialist

Heart of Florida United Way INC.
08.2022 - 01.2023

Benefits Specialist

CVS Caremark
12.2017 - 08.2022

Call Center Representative

Bed Bath and Beyond
01.2013 - 12.2017

Maynard Evans High School

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Kadijah Mason