Kaleb Liggins

Orlando

Summary

Dedicated Healthcare Customer Service Representative with 4+ years of experience in high-volume patient support. Expert in managing high-volume inbound calls, referral management, and precise documentation within EMR systems. Committed to delivering exceptional service by streamlining medication refills, appointment confirmation, and leveraging multi-screen navigation to improve patient outcomes.

Overview

years of professional experience

Certification

Work History

Call Center Representative

Qualfon Call Center

Casselberry, FL

05.2026 - Current

Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
Collaborated with team members to streamline call handling processes, improving response times.
Conducted quality assurance checks on calls to ensure compliance with company standards.
Analyzed call data to identify trends and recommend improvements for operational efficiency.
Implemented strategies to enhance customer satisfaction, resulting in positive feedback ratings.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Healthcare Customer Service Representative

UNITED HEALTH CARE

ORLANDO, FL

08.2022 - 04.2026

Manage high-volume inbound calls with a focus on empathy, leveraging multi-screen navigation to access patient records and documentation simultaneously.
Assist patients through efficient referral management and secure medication refill processing via established call center protocols.
Confirm insurance eligibility, billing coverage, and medical terminology usage while maintaining strict HIPAA compliance standards.
Submit appointment confirmation requests and perform cross training to ensure seamless operations across multiple communication channels.

Medical Assistant

PELVIC LASER INSTITUTE

ORLANDO, FL

05.2024 - 07.2025

Managed patient intake and collected vital signs, utilizing high-speed typing to maintain real-time clinical notes.
Maintained rigorous infection control practices while preparing exam rooms, ensuring a safe environment for patient interactions.
Accessed eClinicalWorks (eCW) to update medical charts, verifying insurance eligibility and managing referral data accurately.
Assisted providers during sensitive medical procedures while documenting patient status and clinical observations in centralized record systems.

Education

High School Diploma -

Jones High school

Orlando, FL

05-2021

Medical Assistant Diploma - Medical Assisting

Southern Tech College