Kala Patterson
Summary
Strong leader and analytical problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Professional career of 10 years customer service experience as well as 7+ years in healthcare and 3 years combined in a leadership role with various other skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member and Provider Service Representative
Highmark Health Options
12.2022 - Current
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 30 providers/ members each day.
- Highly knowledgeable on appeals, CPT codes, authorizations, restrictions, fee schedules, diagnosis codes, checks & ETF's.
- Improved metrics by 95% as well as created documents for new representatives to help with learning curve
- Provide unbiased assistance to Medicaid providers with questions regarding Medicaid patient eligibility, medical claims statuses, and other program questions
- Sidekick Support ( assist other customer service agents with questions that may arise to assist members/providers)
- Maintained productivity and quality standards at all times.
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
- Cross-trained and backed up other customer service managers. [ Enrollment Department and Secure Messaging for PA Wholecare ]
Chanel Customer Care (Contractual)
TTEC
06.2022 - 12.2022
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole. (Luxury Retail Branding)
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Maintained emailing communications to the local Chanel boutique's on the clients' behalf for remote orders and product interests.
- Managed high call volumes with exceptional time management and multitasking skills.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Representative
Covetrus
01.2022 - 11.2022
- Maintained Metrics for self and company by assisting over 60+ customers daily as well as 98% feedback provided from survey's .
- Provides prompt and considerate service to all customers
- Ensures that all requests/required data entry is accurate and completed on time
- Maintains performance levels to specified goals
- Facilitated multiple orders for customer pets for food, medications , refills etc.
- Account updates for all animals to keep current status .
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Certified Nursing Assistant
Columbiana Health and Rehab
08.2019 - 07.2021
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure customer dignity.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Ensured measure and record height and weight, if necessary to maintain custom nutrition plans.
- Assist client in the self-administration of medication (medication reminder).
- Perform meal preparation and clean up.
- Maintain an orderly client environment.
- Extensive knowledge and annual trainings on HIPPA Policy and medical terminology.
- Conducted regular rounds to monitor patients''physical and mental status throughout shifts.
- Adhered strictly to infection control policies while performing tasks such as administering medications or changing dressings.
Production Handler
EBSCO Industries/Aerotek
06.2018 - 05.2019
- Enhanced production efficiency by streamlining assembly processes and implementing time-saving techniques.
- Collaborated with team members to troubleshoot equipment issues, reducing downtime and maintaining productivity levels.
- Reduced material waste by monitoring inventory levels and adjusting order quantities accordingly.
- Demonstrated strong problem-solving skills during unexpected challenges or equipment malfunctions, minimizing lost time due to unforeseen issues.
- Operated various types of machinery proficiently, enabling versatility within the production team and reduced dependency on specific personnel.
- Met production targets and tight deadlines by collaborating closely with team members.
Production Worker/Team Leader
AGC Automotive Americas
04.2015 - 05.2018
- Prep and ensure all necessary procedures are done before starting machines
- Followed safety procedures and guidelines to maintain safe working environments.
- Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
- Promotion to team leader
- Managed multiple production line as well as a combination of 7 to 10 employees.
- Assure associates have all correct material and PPE to work efficiently
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
Patient Care Technician / Housekeeping
ABM Industries, Inc.
08.2013 - 12.2014
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Maintained strict adherence to infection control protocols, minimizing risk of disease transmission within the clinical environment.
- Upheld infection control and prevention policies across different patient-facing areas.
Education
Associate's degree - Nursing
Jefferson Community And Technical College
Clanton, AL05-2026
High School Diploma - Career Technical Endorsement
Shelby County School of Technology
Columbiana, AL08.2012
Skills
- Expert Microsoft Office/Excel knowledge
- Customer Retention
- Client Retention
- Critical Thinking
- Problem Solver
- Compliant resolution
- Attention to details
- Self Starter
- Proven Leadership
- Proficient in software systems such as Teams, CRM , Salesforce , Medhok , CORE, On Base, CMS and many more
- Proficient Data entry
- Medical Terminology
- CPT Coding / ICD- 10
- Benefits administration
- Customer relationship management
- Coordination
Certification
- CNA Certification
- CPR/AED Certification
Timeline
Member and Provider Service Representative
Highmark Health Options
12.2022 - Current
Chanel Customer Care (Contractual)
TTEC
06.2022 - 12.2022
Customer Service Representative
Covetrus
01.2022 - 11.2022
Certified Nursing Assistant
Columbiana Health and Rehab
08.2019 - 07.2021
Production Handler
EBSCO Industries/Aerotek
06.2018 - 05.2019
Production Worker/Team Leader
AGC Automotive Americas
04.2015 - 05.2018
Patient Care Technician / Housekeeping
ABM Industries, Inc.
08.2013 - 12.2014
Associate's degree - Nursing
Jefferson Community And Technical College
High School Diploma - Career Technical Endorsement
Shelby County School of Technology
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