Kaitlin C Caston
Richardson,Texas
Summary
Healthcare professional with proven background in patient care support and administrative duties. Known for effectively managing patient interactions and ensuring smooth operational workflow. Focused on team collaboration and achieving optimal patient satisfaction. Reliable and adaptable to changing needs, with strong communication and problem-solving abilities.
Overview
10
10
years of professional experience
1
1
Language
Work History
Health & Benefit Associate
Willis Tower Watson
01.2020 - 04.2025
- Materially contribute to core health and benefits projects involving the design and management of group medical, dental, life, disability and time off benefits for large, complex clients
- Managed enrollment processes for diverse client base, ensuring smooth and efficient operations.
- Documented all call information according to standard operating policies and procedures.
- Communicated with clients to gather necessary documents and information.
- Enhanced customer satisfaction through prompt and accurate enrollment services.
- Ensured compliance with all Health Insurance Portability and Accountability Act (HIPPA) standards.
- Tracked and updated enrollment statuses on real-time basis in Salesforce Health Cloud.
- Responds to internal and external inquiries on enrollment and contract matters
- Answered incoming phone calls and provided assistance to callers with questions or concerns.
Patient Care Representative
IQor
02.2015 - 12.2019
- Provide service support to members and/or providers using various contact center communication channels.
- Research remits and Explanation of Benefits (EOBs) for complete accurate payments or denials
- Documented, researched, and resolved customer service issues.
- Assisted clients in selecting appropriate health insurance plans based on their needs and preferences.
- Provided exceptional customer service by promptly addressing concerns and answering questions.
- Set up customer accounts in system and updated details to reflect current information.
- Updated patient database with accurate and current information.
- Coordinated with healthcare providers to ensure accurate patient information.
- Support provider needs for inquiries involving member eligibility, covered benefits, and claims status.
Education
Diploma -
Skyline High School
Dallas, TexasSkills
- Active listening
- Communication
- Compassion
- Critical thinking
- CRM software
- Data analysis
- Emotional intelligence
- Empathetic
- Medical terminology
- Multitasking
- Patience
- Problem-solving
- Teamwork
- Time management
- Zendesk
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Health & Benefit Associate
Willis Tower Watson
01.2020 - 04.2025
Patient Care Representative
IQor
02.2015 - 12.2019
Diploma -
Skyline High School
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