Summary
Overview
Work History
Education
Skills
Softwaresystemexpertise
Timeline
Generic

Kapreyana Frazier

Sebring,Fl

Summary

Dedicated and customer-focused Customer Care Representative with a proven track record of delivering exceptional service and support to clients. Skilled in handling inquiries, resolving issues. Proficient in using customer relationship management (CRM) software and communication tools.

Overview

5
5
years of professional experience

Work History

Enrollment Specialist

American Exchange
10.2023 - 12.2023
  • Updated, entered, and reviewed customer data.
  • Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
  • Streamlined the enrollment process for increased efficiency and enhanced user experience.
  • Provided ongoing support
  • Coordinated with multiple departments to ensure enrollment process is more efficient.

Customer Care Specialist

Center well Pharmacy
03.2023 - 06.2023
  • Manage incoming customer inquiries via phone, email, and chat, achieving a 95% customer satisfaction rating
  • Resolve customer issues promptly and effectively, reducing resolution time by 20%
  • Handle an average of 50+ customer interactions per day, maintaining high-quality service standards
  • Utilize CRM software (e.g., Salesforce) for case management and customer data analysis
  • Collaborate with cross-functional teams to escalate and resolve complex customer issues
  • Provide product support and troubleshooting guidance to customers.

Care Coordinator Specialist

AdventHealth Sebring
05.2022 - 11.2022
  • Managed a caseload of patients, scheduling appointments, coordinating referrals, and following up on care plans
  • Conducted insurance verifications and pre-authorizations, ensuring coverage for medical services
  • Assisted patients with navigating healthcare systems, accessing resources, and understanding treatment options
  • Utilized healthcare management software for patient records management and care coordination
  • Conducted patient education sessions on disease management, medication adherence, and self-care
  • Participated in multidisciplinary team meetings to discuss patient cases and coordinate care efforts.

Patient Care Coordinator

Kroger Specialty Pharmacy
11.2020 - 01.2022
  • Coordinated patient appointments, procedures, and tests, ensuring timely and efficient healthcare delivery
  • Managed patient inquiries and requests, providing information, assistance, and support as needed
  • Utilized healthcare scheduling systems for appointment management and coordination
  • Conducted data analysis on patient outcomes and care trends, identifying areas for improvement
  • Ensured compliance with healthcare regulations, including HIPAA, in all patient interactions and documentation
  • Collaborated with healthcare teams to implement care protocols and best practices.

Healthcare Coordinator

Alliance Rx
09.2018 - 10.2020
  • Facilitated communication between patients, families, and healthcare providers to ensure coordinated care delivery
  • Conducted outreach and follow-up with patients to monitor progress, address concerns, and provide support
  • Documented patient interactions and care plans in electronic health records (EHR) systems
  • Collaborated with insurance companies to verify coverage, process claims, and resolve billing issues
  • Utilized telehealth platforms for virtual consultations and patient follow-ups
  • Implemented patient satisfaction surveys and feedback mechanisms to improve care services.

Education

High School Diploma -

West Orange High School

Skills

  • Customer Service Excellence
  • Communication Skills
  • Conflict Resolution
  • Active Listening
  • Empathy and Patience
  • Time Management
  • Multitasking
  • Attention to Detail
  • Technical Support
  • Data Entry
  • CRM Software (eg, Salesforce, Zendesk)
  • Email and Chat Support
  • Microsoft Office Suite
  • Call Handling
  • Team Collaboration
  • Healthcare Regulations and Compliance
  • Medical Terminology
  • Insurance Verification

Softwaresystemexpertise

  • Salesforce
  • Zendesk
  • Microsoft Excel (Data Analysis and Reporting)
  • Ticketing Software (e.g., Freshdesk, Help Scout)
  • Email Management Platforms
  • Chat Support Tools
  • Social Media Monitoring Tools

Timeline

Enrollment Specialist

American Exchange
10.2023 - 12.2023

Customer Care Specialist

Center well Pharmacy
03.2023 - 06.2023

Care Coordinator Specialist

AdventHealth Sebring
05.2022 - 11.2022

Patient Care Coordinator

Kroger Specialty Pharmacy
11.2020 - 01.2022

Healthcare Coordinator

Alliance Rx
09.2018 - 10.2020

High School Diploma -

West Orange High School

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Kapreyana Frazier