Kailah Phelps
Tampa,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
3
3
years of professional experience
Work History
Contact Center Supervisor
HealthAxis
07.2020 - Current
- Provide coaching, feedback and annual performance reviews as well as formal corrective action to total of 20 representatives.
- Ensure that operational performance goals and Key Performance Indicator performance standards are met.
- Perform call monitoring and assessment of agents for inbound calls and participate in call calibration exercises
- Create and maintain team schedules to ensure adequate coverage.
- Handle escalated customer inquiries or issues.
- Monitor call quality and adherence to established protocols and standards by conducting regular audits of call recordings and specialist interactions.
- Ensure compliance with government regulations and guidelines in all outbound calling and outreach activities.
- Overseen the day-to-day performance and workflow of the agent team and answer team member questions, helping with problems, and overseeing their work for quality and guideline compliance.
- Participated in hiring and interviewing processes and new team member onboarding
Claims Specialist
HealthAxis
05.2022 - 12.2022
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Analyze and research complex healthcare claims to identify discrepancies 50 claims a day 10 per hour.
- Verify pricing, confirm prior authorizations and process them for payment.
- Navigating across various computer systems to locate critical information
Education
High School Diploma -
Leto High School
Tampa, FL06.2014
Skills
- Performance Feedback
- Client Relationships
- Claims Preparation
- Resolving Complaints
- Performance Tracking and Evaluations
- Employee Coaching and Mentoring
- Team Productivity
- Staff Assignments and Supervision
- Natural Leadership
- Team Goals
- Insurance Claims
- ICD-10 Coding
- Claims Auditing
- Analyzing Claims
- Thorough Claims Reviews
- Strong leadership
- Problem-solving
- Team building
- Employee engagement
- Quality assurance
- Effective coaching
- Project management
- Customer service
- Time management
- Call monitoring
Timeline
Claims Specialist
HealthAxis
05.2022 - 12.2022
Contact Center Supervisor
HealthAxis
07.2020 - Current
High School Diploma -
Leto High School
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