Kari Vidrine
Baton Rouge
Summary
Dynamic customer service professional with extensive experience at Bayou Trust Insurance, excelling in policy processing and client education. Proven ability to enhance customer satisfaction through active listening and critical thinking. Skilled in insurance coverage verification and adept at managing high call volumes while maintaining attention to detail and professionalism.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Bayou Trust Insurance
Baton Rouge
07.2025 - Current
- Assisted customers with policy inquiries and claims processing to ensure prompt resolution.
- Provided accurate information regarding coverage options and premium calculations.
- Utilized customer relationship management software to maintain updated client records.
- Responded to customer emails and phone calls, ensuring high satisfaction rates.
- Resolved customer issues efficiently, leveraging product knowledge and problem-solving skills.
- Educated clients on policy details and procedures, fostering informed decision-making.
- Supported administrative tasks, contributing to overall office organization and efficiency.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Assisted customers with completing insurance documents to avoid missed information.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Assessed customer needs and recommended suitable insurance policies.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Increased customer retention by offering tailored insurance solutions based on individual needs.
Insurance Customer Service Representative
Lohman & Lohman Insurance
Baton Rouge
06.2022 - 07.2025
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Set up customer payment plans to cover annual policies and renewals.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
- Negotiated solutions between policyholders and company, finding common ground for disputes.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Acted promptly to customer complaints, significantly reducing escalation rates.
Insurance Verification Specialist
Viemed
Lafayette, LA
07.2020 - 04.2022
- Verified insurance eligibility and benefits for patients to ensure compliance and accuracy.
- Coordinated with healthcare providers to gather necessary documentation for claims processing.
- Reviewed and validated patient information within internal systems to maintain data integrity.
- Streamlined verification processes, enhancing efficiency in communication with insurance companies.
- Led initiatives to improve turnaround time for verification requests, resulting in enhanced service delivery.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for procedures.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Expedited patient registration process by efficiently validating eligibility for various insurance plans.
Insurance Verification Specialist
Acadian Ambulance Service
Lafayette, LA
09.2016 - 04.2020
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
- Reduced errors in billing by accurately maintaining patient records with updated insurance information.
- Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
- Trained new staff on current, correct insurance verification procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Minimized delays in treatment scheduling by promptly identifying potential coverage issues and working proactively towards their resolution.
- Implemented improvements to existing verification processes, increasing accuracy rates while reducing time spent on manual tasks.
- Assisted in training new employees on best practices for efficient insurance verification processes and procedures.
- Supported timely claims processing by submitting accurate and complete documentation to insurance companies.
- Improved team efficiency with development of comprehensive training manual on insurance verification procedures.
Education
No Degree - Nursing
McNeese State University
Lake Charles, LASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer support
- Customer satisfaction
- Call center customer service
- Complaint handling
- Client education
- Insurance terminology
- Policy review
- Attention to detail
- Records management
- Insurance coverage verification
- Documentation skills
- Microsoft office
- Insurance claim forms review
- Coverage determination
- Information verification
- Claims processing
- New policies processing
- Data entry software
- Eligibility determination
- Prior authorization processing
- 10-key touch
- Organizing and prioritizing work
- Composing business correspondence
- Time management
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
Timeline
Customer Service Representative
Bayou Trust Insurance
07.2025 - Current
Insurance Customer Service Representative
Lohman & Lohman Insurance
06.2022 - 07.2025
Insurance Verification Specialist
Viemed
07.2020 - 04.2022
Insurance Verification Specialist
Acadian Ambulance Service
09.2016 - 04.2020
No Degree - Nursing
McNeese State University