Katrina Carter
Columbus,GA
Summary
Diligent professional with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Aflac
10.2023 - Current
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Medical Receptionist
East Alabama Mental Health Clinic
11.2021 - 11.2022
- Supported office staff and operational requirements with administrative tasks.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Maintained current and accurate medical records for patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Managed multi-line phone system and pleasantly greeted patients.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
Billing Specialist
Management Services Network
09.2018 - 08.2019
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Researched and resolved billing discrepancies to enable accurate billing.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Team Leader
Afni Call Center
02.2018 - 09.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Utilization Management Representative
Blue Cross Blue Shield of GA
08.2013 - 08.2018
- Served as a liaison between patients, healthcare providers, and insurance companies to facilitate timely approvals of necessary treatments.
- Enhanced patient satisfaction by promptly addressing inquiries regarding coverage decisions and available resources.
- Developed strong working relationships with healthcare providers to ensure seamless communication and coordination of services.
- Improved patient care management by efficiently coordinating and monitoring medical services.
- Maintained up-to-date knowledge on relevant health policies, regulations, and industry best practices through ongoing professional development opportunities.
Education
Bachelor Of Administration - Human Resources Development
Troy University
Troy, ALSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Conflict resolution
- Customer satisfaction measurement
- Team development
- Product knowledge
- Call center operations
Timeline
Customer Service Representative
Aflac
10.2023 - Current
Medical Receptionist
East Alabama Mental Health Clinic
11.2021 - 11.2022
Billing Specialist
Management Services Network
09.2018 - 08.2019
Team Leader
Afni Call Center
02.2018 - 09.2018
Utilization Management Representative
Blue Cross Blue Shield of GA
08.2013 - 08.2018
Bachelor Of Administration - Human Resources Development
Troy University
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