Kaneshia Glaze

West Point

Summary

Experienced Medical Claims Assistant and Healthcare Support Specialist with over 14 years in optimizing claims workflows, EHR accuracy, and HIPAA-compliant documentation. Demonstrates strong skills in insurance verification, high-volume data entry, and reducing claim denials, supported by proven success in healthcare customer service and process improvement roles. Applies collaborative problem-solving and attention to detail to accelerate claim resolutions and enhance revenue cycle outcomes.

Overview

years of professional experience

Work History

Petroleum Supply Specialist / Automated Logistics Specialist

U.S. Army National Guard

11.2011 - Current

Manage fuel logistics, ensuring compliance and accuracy
Conduct inspections to optimize fuel system efficiency
Train personnel in safety protocols, increasing team readiness
Streamline distribution processes for timely delivery
Foster collaborative environment for mission success
Oversaw fuel logistics operations, achieving 100% compliance with safety regulations and enhancing operational efficiency across multiple missions.
Conducted thorough inspections of fuel systems, identifying optimization opportunities that led to measurable improvements in performance.

Healthcare Customer Service Representative

KEPRO

11.2019 - 10.2025

Resolve complex billing inquiries, increasing case closure rates
Process high-volume claims with compliance, reducing denials
Maintain precise EHR updates, minimizing data errors
Review documents thoroughly, decreasing patient follow-up calls
Coordinate with providers to clarify benefits, improving satisfaction
Streamlined claims processing, significantly reducing turnaround times and improving patient satisfaction by ensuring timely resolutions.
Analyzed trends in billing inquiries, implementing solutions that enhanced service delivery and minimized future issues.
Partnered with clinical teams to maintain accurate EHR data, ensuring seamless patient interactions and compliance with regulations.
Handled 60+ concurrent chat inquiries daily with first-contact resolution above target.
Updated customer accounts with zero compliance errors across monthly audits.
Resolved billing disputes via chat within SLA, reducing escalations by over one-third.
Onboarded and coached 12 new agents, cutting ramp time by nearly one week.
Established chat response templates that shortened handle time and raised CSAT measurably.
Facilitated exceptional customer service by swiftly addressing inquiries, fostering positive relationships and enhancing customer satisfaction.
Implemented chat support protocols, leading to noticeable improvements in response times and overall service efficiency.

Web Chat & Technical Support Specialist

Afni, Inc.

06.2016 - 11.2019

Resolved technical issues for clients using troubleshooting tools and remote support software.
Provided exceptional customer service while managing high-volume technical inquiries and requests.
Collaborated with cross-functional teams to enhance service delivery processes and improve client satisfaction.
Trained new team members on company systems, policies, and technical support procedures to ensure consistency.
Implemented process improvements that reduced average resolution time for technical support tickets.
Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.

Claims Representative

TSYS Managed Services

06.2014 - 06.2016

Resolved customer inquiries regarding claims status and policy details to enhance client satisfaction.
Processed complex claims submissions using proprietary software, ensuring compliance with company guidelines.
Collaborated with underwriting teams to clarify coverage issues and expedite claim resolutions.
Trained new representatives on claims processing procedures and customer service best practices to improve team efficiency.
Analyzed claim trends to identify areas for process improvement, enhancing operational effectiveness.
Followed up with customers on unresolved issues.
Enhanced claim processing efficiency by streamlining workflows and implementing best practices.

Education

Associate of Science - Medical Assisting

Miller Motte Technical College

Columbus, GA

Skills

ICD-10 Coding
Claims Adjudication
Denial Management
Healthcare Regulations
Patient Data Security
Medical Billing

Data Entry Accuracy
Electronic Health Records
Medical Claims Processing
HIPAA Compliance

Accomplishments

Resolve 95% of inquiries on first call, reducing repeat contacts and wait times
Exceed monthly cross-sell targets by 12% using needs-based recommendations
Adjust scripts from feedback, increasing positive reviews by 20%
De-escalate complex issues, raising CSAT and call containment
Document call outcomes in CRM, improving trend tracking and QA scores
Achieved a 95% resolution rate on first contact, effectively reducing customer wait times and enhancing overall service efficiency.
Utilized CRM data to analyze call trends, enabling targeted improvements in service delivery and boosting overall quality assurance scores.
Awarded for outstanding service and reliability in the U.S. Army National Guard.
Recognized for excellent accuracy, communication, and patient satisfaction in healthcare support roles.

Timeline