Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kahyla-Marie Vickcheka

Spring Hill,FL

Summary

Dependable professional with several years of experience, emphasizing results-driven and quality-oriented approaches. Adept at written and verbal communication, strong computer proficiency, and proven track record in delivering outstanding administrative support. Detail-oriented, highly organized, and skilled in data entry and problem-solving. Eager to apply expertise and innovative mindset to contribute effectively in a positive work environment, meeting diverse business needs.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Lead SME & Home Health CSOC

Optum, UnitedHealth Group
08.2022 - Current
  • Promoted critical thinking by designing challenging assignments that required students to analyze and synthesize information.
  • Provide direct support to multi-disciplinary teams to anticipate and plan for continuum of care and discharge needs and communicate with providers and clients through processing inbound and outbound communication utilizing solid administrative skills.
  • Enter, review, and verify member information in thecare management platform and communicate approved pertinent information with healthcare providers and team members.
  • Identify problem accounts/processes/trends and escalate as appropriate.
  • Handling administrative documentation daily for member records, including patient care transitioning, authorization creation, attaching documents, and logging clinical information.
  • Exercise knowledge of health insurance industry, including EOB, CMS guidelines, HIPAA rules/PHI, Medicare, and Medicaid.
  • Extract information from medical records, operative notes, hospital admissions, consults, progress notes, and discharges to ensure completeness and accuracy.
  • Assisting in establishing relationships with providers, clients, and care management staff as defined by departmental policy and process.
  • Providing training and onboarding support for new hires, ensuring correct scheduling and skill alignment.
  • Process over 100 inbound and outbound data and communication (i.e., faxes, emails, and electronic communication) according to productivity and quality standards.
  • Review and code clinical notes and operative reports for assigned specialty/specialties.
  • Assist with authorization process, including tracking, reporting, and coordinating department expenditures for authorizations, appeals, and denials for home health agencies, skilled nursing facilities, inpatient rehabilitation facilities, and long-term care facilities.
  • Utilize effective documentation standards that support a strong historical record of actions taken on member records.

SR. Technical Support Chat Advisor

Kelly Services, Apple
11.2020 - 06.2022
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Exhibited expert knowledge of computer and internet literacy by providing technical support to users of devices, including but not limited to iOS and macOS devices.
  • Utilized strong written communication skills through chat and email to provide exceptional troubleshooting, customer, and technical support.
  • Provided support regarding billing, service problems, products, and features.
  • Resolved 200+/weekly customer tickets by utilizing knowledge of thecompany's technology and procedures to assist customers via chat, email, and phone support.
  • Proficiency in using specific workforce management software such as Avaya and IEX.
  • Handheld 3-5 live chats simultaneously while researching information across multiple platforms.
  • Self-managed and worked independently in a fast-paced, constantly changing environment.
  • Focused on maintaining a monthly 98% average customer satisfaction rating, surpassing company's goal by 33%.
  • Utilizing tools such as Salesforce, Avaya, and IEX to observe advisors' actual state compared to thescheduled state, making data-driven staffing adjustments.
  • Analyzed customer problems to provide successful troubleshooting for technical issues, including but not limited to resolving network issues and installing and configuring hardware, software, and escalations for cases from level 2 and 3 advisors.
  • Handled escalated technical support calls for system configurations, functionality, and bug troubleshooting.
  • Scheduled training of software applications, data entry, and retrieval procedures for end users.

Security Rover

Allied Universal Security Services
05.2020 - 11.2020
  • Diligently patrolled the premises, maintaining the security and safety of personnel, visitors, and property.
  • Monitored surveillance equipment, promptly identifying and addressing suspicious activities or security breaches.
  • Conducted thorough inspections of buildings, equipment, and access points, identifying and rectifying vulnerabilities.
  • Enforced policies and procedures, ensuring compliance and taking necessary action to maintain order and safety.
  • Maintained accurate and detailed reports of observations, information, occurrences, and surveillance activities.
  • Demonstrated exceptional trustworthiness in handling confidential and sensitive information with the utmost confidentiality.
  • Demonstrated strong data entry capabilities, accurately recording information and maintaining organized records.

Junior Marketing Analyst

VLN Systems
06.2014 - 12.2018
  • Participated in brainstorming sessions to create innovative promotional materials that effectively communicated product benefits.
  • Used strong communication skills to collaborate with teammates and executives to develop and implement marketing plans and strategies for the company.
  • Managed client relationships, guided strategic planning sessions, and managed company documents and reports.
  • Typed documents such as correspondence, drafts, memos, and emails and prepared several reports monthly.
  • Collaborated with the CEO and CFO on marketing strategy
  • Assisted in developing new filing and organizational practices, saving the company an estimated $6,000 annually throughout various projects.
  • Supported administrative, payroll, and technical support areas
  • Proactively reviewed and provided data analysis and financial impact assessments.
  • Created, edited, and managed the company's documents, correspondence, and spreadsheets via Microsoft Excel, Word, and Outlook while keeping company documents secure.
  • Demonstrated advanced proficiency with MS Excel for data analysis, including v-lookups, pivot tables, etc.
  • Identified, created, and executed marketing and branding strategies to build aclient customer base.

Medical Receptionist

MD Now Medical Centers
01.2018 - 02.2018
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Maintained professionalism and confidentiality in a high-volume office.
  • Exhibited strong administrative skills through multi-tasking daily duties, working with patients, and general office duties, including insurance verification, faxing, data entry, and managing multi-line telephones.
  • Greeted and checked in customers; obtained accurate patient information, including insurance, patient demographics, etc., for entry into the business's EMR system.
  • Scanned charts and all forms, including demographic and HIPAA acknowledgment forms.
  • Obtained revenue by recording and updating financial information, recording and collecting patient charges, controlling credit extended to patients, and filing, managing, and expediting third-party claims.
  • Opened, sorted, and distributed incoming messages and correspondence.
  • Reconciled co-payment charges and maintained accurate records.
  • Corresponded with insurance companies to process claims of patients.

Customer Service Manager

Office Depot Inc
03.2017 - 02.2018
  • Developed and improved the store's staff and the copy and printing department's customer satisfaction rating.
  • Exhibited strong leadership skills through organizational, managerial, and ethical practices to successfully rebuild the store's reputation and team members' confidence.
  • Collaborated with the management team to strategize creating memorable customer experiences through leadership, communication, integrity, and passion for the company.
  • Monitor and respond to real-time staffing situations to maintain optimal operational performance.
  • Trained and coached staff on new products and processes
  • In addition, it contributes to the associate's development through training, communication, recognition, and support to provide exceptional customer service.
  • Established and reviewed internal controls to ensure the department's goals, objectives, standards, and benchmarks were met or exceeded.
  • Supervised and collaborated with our Print Services department on client orders and increased the sales of Print Services each quarter, generating revenue and making our location number 1 in the district for several consecutive quarters.
  • Assisted back-office with short-term and long-term forecasting based on historical data and trends to meet company goals.
  • Assisted in managing payroll, sales, budgets, and the annual performance review process.
  • Improved communication between staff and leadership by creating memo forms and distribution lists.
  • Monitored employee performance using real-time data and reports.

Lead Center Consultant

FedEx Office
10.2015 - 03.2017
  • Exhibited strong consultative skills by showcasing knowledge in all business areas, including print, signs & graphics, and shipping services.
  • Consistently delivered a positive customer experience and received at least a monthly 97% customer satisfaction rating.
  • Took lead responsibility for digital imaging, scheduling, and running black-and-white or color production on full-service orders, including finishing services.
  • Received customer orders, gave pricing information, performed consultative selling to customers, and recommended products and services.
  • Completed required paperwork and assisted with financial reporting, including daily sales, close-outs, and bank deposits
  • Created and managed schedules to ensure adequate staffing levels and meet service level objectives.
  • Trained new hires and provided ongoing coaching for existing team members.
  • Answered upwards of 20 phone calls and emails daily
  • Managed printing production flow to ensure all orders were done correctly and on time.

Education

College Diploma - Medical Billing And Coding

Community Care College
Tulsa, OK
09.2020

Associate of Science - Accounting

Post University
Waterbury, CT
08.2019

Skills

  • Mastery of Microsoft Office and Google Suite
  • Typing skills - 55 wpm
  • Knowledgeable in several EMR/EHR systems
  • Advanced in Medical Terminology
  • Knowledgeable in ICD-10, HCPCS, and CPT coding
  • Mastery in Quality Assurance
  • Excellent written and verbal communication skills
  • Outstanding organizational, multitasking, and problem-solving abilities

Certification

  • CNP - Certified Notary Public of Florida

Timeline

Lead SME & Home Health CSOC

Optum, UnitedHealth Group
08.2022 - Current

SR. Technical Support Chat Advisor

Kelly Services, Apple
11.2020 - 06.2022

Security Rover

Allied Universal Security Services
05.2020 - 11.2020

Medical Receptionist

MD Now Medical Centers
01.2018 - 02.2018

Customer Service Manager

Office Depot Inc
03.2017 - 02.2018

Lead Center Consultant

FedEx Office
10.2015 - 03.2017

Junior Marketing Analyst

VLN Systems
06.2014 - 12.2018

College Diploma - Medical Billing And Coding

Community Care College

Associate of Science - Accounting

Post University

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Kahyla-Marie Vickcheka