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
14
14
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, GASkills
- 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
Healthcare Customer Service Representative
KEPRO
11.2019 - 10.2025
Web Chat & Technical Support Specialist
Afni, Inc.
06.2016 - 11.2019
Claims Representative
TSYS Managed Services
06.2014 - 06.2016
Petroleum Supply Specialist / Automated Logistics Specialist
U.S. Army National Guard
11.2011 - Current
Associate of Science - Medical Assisting
Miller Motte Technical College