Kaitlin McGee
Dallas,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Solid team player with outgoing, positive demeanor. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Lead Patient Care Coordinator
Ceris
03.2023 - 12.2024
- Monitor/Audit and report Both Aging Reports for Procurement and Humana
- Monitor/Audit files in Procurement staffs individual Queues via Management Console Tool for accuracy and timely claim processing
Work through Procurement QC Queue assisting to maintain when Queue is over 2 pages - Assist Reps with all questions and concerns
Answer emails from both Procurement and other internal departments and also externally from Clients/Providers in reference to any concerns to complete the processing of claims
Answer phone calls from both internal departments and externally from Providers in reference to any concerns to complete the processing of claims - Comply with all safety rules and regulations during work hours in conjunction with the Injury and Illness Prevention Program (IIPP) As well as HIPPA
Customer Operations Specialist
Delta Electronics
08.2022 - 03.2024
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Performed business analysis and provided guidance on best practices and various approaches.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Benefits Specialist- Medical Representative
Conduit Global-Remote
08.2021 - 07.2022
- Explained benefits insurance plans to customers in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and Skype interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Checked employees' benefits enrollment for accuracy and inputted all data into SAP.
Patient Service Representative Team Lead
Methodist South
02.2019 - 03.2020
- Implemented proactive strategies for managing high call volumes while maintaining excellent customer service standards.
- Facilitated clear communication between patients, medical staff, and insurance providers to ensure accurate billing and documentation.
- Developed strong relationships with patients and their families to provide exceptional customer service at all times.
- Maintained accurate and up-to-date records of patient demographics, insurance information, and medical histories by consistently verifying data during each visit or interaction.
Office Manager
Versant Supply Chain
12.2017 - 09.2018
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Education
Biology
University of Memphis
Memphis, TNHigh School Diploma -
Whitehaven High School
Memphis, TN05.2011
Skills
- Invoice Preparation and Processing
- Document and Records Management
- Customer Account Management
- Customer Data Confidentiality
- Financial Records
- Shipment Documentation
- Chat Software
- Oracle Utilities
- Interpretation and Translation Services
- Microsoft Excel
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
Certification
- SAP Certified Application Associate – SAP Service Cloud 1911 – SAP SE.
- LiveChat Expert LiveChat, Inc.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved Employee of the Month by introducing [A Guide for all Insurance Claims ] for Receiving Itemized Bills UB04 Forms.
- Supervised team of 10 staff members.
Timeline
Lead Patient Care Coordinator
Ceris
03.2023 - 12.2024
Customer Operations Specialist
Delta Electronics
08.2022 - 03.2024
Benefits Specialist- Medical Representative
Conduit Global-Remote
08.2021 - 07.2022
Patient Service Representative Team Lead
Methodist South
02.2019 - 03.2020
Office Manager
Versant Supply Chain
12.2017 - 09.2018
Biology
University of Memphis
High School Diploma -
Whitehaven High School
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