Katrina Kemp
Virginia Beach,VA
Summary
Experienced operations and customer service professional with a strong background in healthcare insurance, dispute resolution, and team support. Proven ability to handle complex cases, train associates, and ensure compliance with policies and service standards. Known for attention to detail, leadership, and delivering high-quality customer experiences.
Overview
11
11
years of professional experience
Work History
Patient Care Specialist
Sentara Healthcare
01.2025 - Current
- Provided compassionate patient support, addressing inquiries and concerns effectively.
- Coordinated appointment scheduling and ensured accurate patient information management.
- Collaborated with healthcare teams to enhance patient care processes and outcomes.
- Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
- Reduced patient wait times by efficiently managing schedules and appointments.
- Optimized scheduling for patient appointments and procedures, minimizing wait times and improving service efficiency.
- Streamlined patient discharge process, ensuring clear instructions and follow-up care were provided, enhancing recovery rates.
- Increased efficiency of medical record keeping by meticulously updating patient files and charts.
- Transported patients between rooms and appointments or testing locations.
MANAGER-OPERATIONS EXPERT
ELEVANCE HEALTH
07.2023 - 08.2024
- Serves as a first line resource for operation associates for workflow and technical related processes.
- Provides operational training.
- Assists associates by answering day-to-day technical questions.
- Encourages a teamwork environment.
- Monitors inventory to ensure workflow remains uninterrupted.
- Handles complex case research and resolution.
- Reviews, interprets and maintains records of service level, quality, accuracy, and productivity.
- Reviews department policy and procedure manuals for accuracy.
- Works with training department to ensure procedures and policies are accurate and complete.
CUSTOMER CARE REP I
ELEVANCE HEALTH
04.2022 - 07.2023
- Responsible for acting as a trusted advisor and educator on inquiries such as coverage for medications and prior authorizations.
- Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
Sr. DISPUTES SPECIALIST
PRA GROUP
01.2016 - 04.2022
- Interacting with consumers by assisting with questions and concerns regarding their accounts and/or disputes, by means of live calls on the phone team.
- Assists the Disputes department in the receipt, investigation, and resolution of customer disputes with regards to charged off accounts verbally and in writing.
- Sufficient knowledge of documentation and verbiage to accurately resolve consumer disputes.
- Selected for special projects based on exceptional attention to procedure.
- Obtain account information and account verification from seller of the account.
- Prepare correspondence (letters, emails, and/or faxes) and follow up with investigation via email and/or fax.
- Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate parties
- Participate in all required training and ensure compliance with training and regulatory requirements across areas of organizational responsibility.
- Identify violations of FDCPA, FCRA or other company policies and practices to keep supervisor advised of potential acts that may result in litigation against the company
Receptionist
PRA GROUP
01.2015 - 12.2016
- Welcomes visitors by greeting them, in person or on the telephone, answering or referring inquiries.
- Directs visitors by maintaining employees and department directories; giving instructions.
- Maintains security by following procedures; monitoring logbook, issuing visitor badges.
- Maintains safe and clean reception area by complying with procedures, rules, and regulations.
- Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Contributes to team effort by accomplishing related results as needed
Education
Associates Degree - Medical Assisting
Medical Careers Institute
05.2006
Diploma - undefined
Oscar Smith High School
06.2004
Skills
- Customer Service
- Microsoft Excel
- Microsoft Word
- Phone Skills
- Multi-Tasking
- Quality Focus
- Attention to Detail
- Job Knowledge
- Professionalism
- Leadership/Management
- Patient confidentiality
- Documentation proficiency
- Healthcare software expertise
- Medical terminology
Timeline
Patient Care Specialist
Sentara Healthcare
01.2025 - Current
MANAGER-OPERATIONS EXPERT
ELEVANCE HEALTH
07.2023 - 08.2024
CUSTOMER CARE REP I
ELEVANCE HEALTH
04.2022 - 07.2023
Sr. DISPUTES SPECIALIST
PRA GROUP
01.2016 - 04.2022
Receptionist
PRA GROUP
01.2015 - 12.2016
Diploma - undefined
Oscar Smith High School
Associates Degree - Medical Assisting
Medical Careers Institute