Kaneisha Thomas
Bishopville,SC
Summary
Professional with strong background in eligibility assessment and client service. Skilled in analyzing applications, verifying information, and ensuring compliance with regulations. Known for effective teamwork, adaptability, and achieving results. Proficient in managing caseloads, problem-solving, and maintaining confidentiality with focus on accuracy and efficiency.
Overview
14
14
years of professional experience
Work History
Eligibility Specialist II
South Carolina Department of Health and Human Services
02.2022 - Current
- Assessed client eligibility for health services based on regulatory guidelines.
- Processed applications and maintained accurate records in electronic case management systems.
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Researched case histories, court decisions, legal articles, statutes, codes, and other data pertinent to determination of eligibility
- Analyzed financial information provided by applicants to verify income levels.
- Entered client information and files into databases for further review and tracking.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination
- Make calls to clients to verify additional information needed to determine their eligibility.
Hazard Insurance Processor
Assurant Specialty Property
04.2020 - 01.2022
- Reviewed policy documents for accuracy, identifying discrepancies and facilitating timely resolutions.
- Complied with confidentiality regulations in handling customer information.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Send out letters to homeowners to let them know the status of their policies
- Process cancellations and reinstatement of policies
- Process documents in a timely manner to ensure proper insurance coverage for homeowners and client satisfaction goals. Update policy summary. Skills, experience, and information on a system known as Fidelity.
- Fax and email the additional information needed.
- Make call-outs to insurance companies and agents to verify the status of policies and additional information needed to make appropriate updates.
- Make premium payments from established escrow accounts in a timely manner to ensure continuous coverage
- Identify policy type ( pud, town home, flood, wind and etc)
- Make necessary updates to homeowners accounts , client database in order to meet regulatory obligation
Call Center Representative
Conduent/Apple
01.2019 - 03.2020
- Resolved customer inquiries efficiently through active listening and effective communication.
- Answered incoming calls, chat messages, and email communications to handle customer concerns. Provided users with technical support for computer and cell phone problems. Completed inquiries and followed up with customers to share findings and offer solutions.
- Utilized call center software to track and manage customer requests.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Navigated through computer systems to review information and respond appropriately to callers.
Lead Cashier
Pilot Travel Center
06.2016 - 12.2019
- Supervised daily cash operations, ensuring compliance with company policies and procedures.
- Trained and mentored new cashiers on effective customer service and transaction processes.
- Coordinated scheduling for cashier staff to optimize coverage during peak business hours.
- Implemented inventory control measures to reduce discrepancies and enhance accuracy in cash handling.
- Conducted regular audits of cash registers, ensuring accountability and adherence to financial standards.
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Oversaw the cleanliness and organization of the front-end area, creating a welcoming atmosphere for customers.
- Educated employees on register use, merchandising, and customer service.
ER Admissions Clerk
Carolina Pines Regional Medical Center
05.2014 - 06.2016
- Coordinated communication between medical staff and patients to streamline admission workflows.
- Verified insurance information accurately to minimize billing discrepancies.
- Assisted in implementing new procedures for improved patient intake processes.
- Enhanced efficiency in the ER through effective multitasking and management of high-pressure situations.
- Managed patient records accurately, ensuring thorough documentation for billing purposes and future care needs.
- Reduced wait times for patients with prioritization of urgent cases upon arrival.
- Provided clear instruction to patients regarding required paperwork, expediting their admission process.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Call Center Team Lead
Sykes/Bank of America
10.2011 - 05.2014
- Led team in achieving high customer satisfaction ratings through effective coaching and support.
- Streamlined call routing processes, improving response times and operational efficiency.
- informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Opening new accounts.
- Handling loan requests
- Performing credit checks to determine credit line increase.
- Updated system with order specifics and customer details, preferences, and billing information.
- Monitored call quality and provided feedback for continuous improvement.
- Trained new team members on procedures and customer service standards.
- Managed daily operations of call center team to ensure service excellence.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Associate of Science - Business Administration
Virginia College
Florence, SC06-2017
Skills
- Data entry
- Effective communication skills
- Microsoft office
- Telephone etiquette
- Verbal communication
- Policy interpretation
- Knowledgeable in [software]
- Documentation and paperwork
- Record keeping
- Medicaid
- Income verification
- Recordkeeping and data input
- Eligibility procedures
- Problem-solving
- Excellent communication
Timeline
Eligibility Specialist II
South Carolina Department of Health and Human Services
02.2022 - Current
Hazard Insurance Processor
Assurant Specialty Property
04.2020 - 01.2022
Call Center Representative
Conduent/Apple
01.2019 - 03.2020
Lead Cashier
Pilot Travel Center
06.2016 - 12.2019
ER Admissions Clerk
Carolina Pines Regional Medical Center
05.2014 - 06.2016
Call Center Team Lead
Sykes/Bank of America
10.2011 - 05.2014
Associate of Science - Business Administration
Virginia College