Kalia Dubose
Hampton,GA
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Also, committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Inbound Customer Service Representative
Foundever
10.2025 - Current
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered over 42 calls per shift to meet fast-paced call center demands.
Medicaid Biller
Greater Meridian Health Clinic
07.2024 - 12.2024
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Used data entry skills to accurately document and input statements.
- Collaborated with customers to resolve disputes.
- Audited and corrected billing and posting documents for accuracy.
- Created improved filing system to maintain secure client data.
- Verified accuracy of accounts payable payments, resulting in a about 20% of reduction in payment errors and check reissues.
Patient Access Representative
Ochsner Clinic Foundation Hospital
09.2023 - 07.2024
- Assisted with the check in and check out process of patients.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Facilitated communication between patients and various departments and staff.
- Verified patient insurance eligibility and entered patient information into system.
- Delivered support to medical staff in completion of patient paperwork.
- Organized patient records and database to facilitate information storage and retrieval.
- Answered incoming calls, scheduled appointments and filed medical records.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Customer Experience Agent
Conduent
09.2021 - 01.2022
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Customer Service Representative
Iqor
07.2017 - 08.2021
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Meridian High School
Meridian, MS05-2011
Skills
- Telemarketing expertise
- Inbound sales
- Account updating
- High-volume call centers
- Fast learner
- 70 WPM
- Problem-Solving
- Communication
- Claims
- EPIC
- E-Clinical Works
- Medical Records
- Product knowledge
Timeline
Inbound Customer Service Representative
Foundever
10.2025 - Current
Medicaid Biller
Greater Meridian Health Clinic
07.2024 - 12.2024
Patient Access Representative
Ochsner Clinic Foundation Hospital
09.2023 - 07.2024
Customer Experience Agent
Conduent
09.2021 - 01.2022
Customer Service Representative
Iqor
07.2017 - 08.2021
High School Diploma -
Meridian High School