Kaitlyn Diaz
1025 S Federal Hwy,FL
Summary
While navigating through the healthcare system for over 4 years, I have found that I am a dynamic and results-oriented professional with extensive experience in healthcare and sales, notably in Medicare. Excelled in client needs analysis and EMR systems, leveraging communication and adaptability to enhance customer satisfaction and drive sales. Proven track record in building trust and exceeding goals through strategic problem-solving and effective team collaboration. I'm a compassionate healthcare professional with a focus on patient care, highly productive in fast-paced environments and proficient at completing tasks efficiently. Specialized skills include vital signs monitoring, medical terminology and medication administration. Excel in communication, empathy, electronic medical systems, and teamwork, ensuring optimal patient comfort and support whether working physically in healthcare or behind the scenes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Medicare Sales Agent
Prime Agency
06.2025 - Current
- Educated clients on Medicare options and benefits, enhancing understanding and informed decision-making.
- Conducted personalized needs assessments to tailor insurance solutions for diverse client profiles.
- Developed and maintained relationships with clients, ensuring high levels of satisfaction and retention.
- Collaborated with internal teams to streamline enrollment processes and improve customer service efficiency.
- Helped eligible low-income seniors access financial assistance programs that reduce out-of-pocket healthcare expenses associated with Medicare plans.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Customer Call Center Representative
Rx Advocates
02.2025 - 06.2025
- Managed high-volume inbound calls, providing exceptional customer service and resolving inquiries efficiently.
- Documented customer interactions accurately using CRM software to maintain comprehensive support records.
- Collaborated with team members to identify common issues, enhancing service delivery and reducing call resolution times.
- Assisted in training new hires on call handling procedures and company policies to ensure consistent service quality.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Collaborated with team members to share best practices, tips, and tricks for handling difficult calls or issues.
WFH Licensed Medicare Sales Agent
Everise
08.2024 - 01.2025
- Met with division leaders and consultants to discuss strategies to increase sales.
- Followed up with clients regularly to ensure satisfaction and address any issues.
- Established relationships with existing customers to promote new product or service opportunities.
- Responded to customer inquiries and complaints, providing timely and effective solutions to maintain high service standards.
- Built relationships, earning client trust through listening to drive sales.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Educated clients on Medicare options and benefits, enhancing understanding of coverage plans.
- Conducted thorough needs assessments to tailor insurance solutions for diverse client demographics.
Patient Service Representative
Rayus Radiology
11.2023 - 03.2024
- Managed patient scheduling, ensuring efficient use of resources and reducing wait times.
- Facilitated communication between patients and medical staff to enhance overall service delivery.
- Coordinated insurance verification processes to streamline patient intake and reduce administrative delays.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Filed and maintained patient records in accordance with HIPAA regulations.
CERTIFIED NURSE ASSISTANT
Palms West Hospital
03.2023 - 09.2023
- I worked in various departments as a 'float' which gave me experience working with all age groups from Labor & Delivery to ICU
- Patient care, vital signs, charting and documenting, work meetings, communication and more!
- Supported patients with daily activities, enhancing their independence and dignity.
- Documented patient information accurately in electronic health records system.
- Continuously updated knowledge of best practices in CNA procedures through ongoing education courses, ensuring exceptional levels of care.
- Collaborated with nursing staff on wound care management, facilitating rapid healing and minimizing discomfort for patients.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
CERTIFIED NURSE ASSISTANT
Saint Marys Medical center
11.2021 - 08.2022
- Assisted nursing staff in delivering patient care and maintaining comfort levels.
- Monitored vital signs and reported changes to healthcare team promptly.
- Supported patients during rehabilitation exercises, promoting a faster recovery process.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
Education
DIPLOMA -
Port Saint Lucie High
Port Saint Lucie, Fl05.2021
Some College (No Degree) - Sonography
Cambridge College of Healthcare & Technology
Delray Beach, FLSkills
- Strategic Problem Analysis
- Leader
- Customer Engagement
- Organization
- Client needs analysis
- Health insurance
- Medical terminology proficiency
- EMR systems proficiency
- Product presentation
- Medicare
- Objection handling
- Customer service
- Multitasking Abilities
- Excellent communication
- HIPAA compliance
- Verbal and written communication
- Medical Terminology
Certification
- CNA License
- Health Insurance 2-40 License
- CPR License
Timeline
Medicare Sales Agent
Prime Agency
06.2025 - Current
Customer Call Center Representative
Rx Advocates
02.2025 - 06.2025
WFH Licensed Medicare Sales Agent
Everise
08.2024 - 01.2025
Patient Service Representative
Rayus Radiology
11.2023 - 03.2024
CERTIFIED NURSE ASSISTANT
Palms West Hospital
03.2023 - 09.2023
CERTIFIED NURSE ASSISTANT
Saint Marys Medical center
11.2021 - 08.2022
DIPLOMA -
Port Saint Lucie High
Some College (No Degree) - Sonography
Cambridge College of Healthcare & Technology