Kaye Coleman
Mobile,AL
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
USA FREESTANDING ER
01.2022 - Current
- Gathered necessary demographic, insurance and clinical information from patient and enters into appropriate database
- Seek appropriate resources to resolve issues about the type, date or location of prescribed procedures
- Schedule patient procedures in a manner that most efficiently utilizes the patient's time and clinical resources
- Coordinate and communicates schedules
- Assist with coordination of activities related to insurance pre-certification/authorization
- Provide counseling to patient, participant or their representative regarding pre-service requirements and instructions.
- Managed approximately 30-40 incoming calls, emails, and faxes per day.
Claims Processor
Pilot Catastrophe Services
04.2021 - 11.2022
- Receiving first notice of loss inbound calls
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Making initial contact calls and follow-up calls to Insureds
- Tracking claims process and compliance
- Researching prior losses
- Notifying and updating agents
- Managed approximately 40 calls, emails, faxes and e-faxes for proper distribution per day.
- System and software in-house training
- Data Entry
- Managed workload and priorities to meet claims processing meet deadlines.
Bank Teller
Family Security Credit Union
08.2019 - 04.2021
- Delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet
- Processes a variety of customer interactions
- Educates customers on alternatives available for their financial interactions
- Identifies banking opportunities during the customer interaction and refers as appropriate
- Identifies opportunities through meaningful conversations with customers, making appropriate referrals to branch staff or partners
- Performs lobby engagement activities to connect with customers and position products to meet their needs
- Educates customers on options for managing financial transactions by leveraging technology, tools and resources
- Applies product and procedural knowledge to solve customer's problems
- Adheres to all policies and procedures, demonstrating sound judgment within established limits
- Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Work From Home Customer Service Representative
Apple
01.2020 - 07.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a high volume of incoming calls, approximately 50-75 per day.
Bank Teller
Wells Fargo
06.2017 - 07.2020
- Assist customers with withdrawal, deposits, make payments, money orders, cashier checks
- Buy and sell money under dual control, count vault and move money
- Delivers unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet
- Processes variety of customer interactions
- Educates customers on alternatives available for their financial interactions
- Identifies banking opportunities during customer interaction and refers as appropriate
- Identifies opportunities through meaningful conversations with customers, making appropriate referrals to branch staff or partners
- Performs lobby engagement activities to connect with customers and position products to meet their needs
- Educates customers on options for managing financial transactions by leveraging technology, tools and resources
- Applies product and procedural knowledge to solve customer's problems
- Adheres to all policies and procedures, demonstrating sound judgment within established limits
- Ensures teller and branch daily operations and maintenance transactions are completed in efficient and accurate manner.
Cashier
Walmart
02.2015 - 07.2017
- Provide guests fast, friendly, and clean service
- Maintain inventory
- Operate cash registers
- Maintain overall appearance and cleanliness of facility
- Provide excellent guest service
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Establish prices of goods and tabulate bills using cash registers, or optical price scanners.
Education
High School Diploma -
Mattie T Blount High School
Mobile, AL05.2015
Skills
- Customer Service
- Customer Support
- Claims review
- Delivery Driver Experience
- Analysis skills
- Phone and Email Etiquette
- Communication skills
- HIPAA Compliance
- Medical billing and coding
- Anatomy knowledge
- Insurance Verification
- Attention to Detail
- Microsoft Office (Excel, Word, Outlook, Power Point, Teams)
- Professionalism and Ethics
- Claims Processing Software
Timeline
Patient Access Representative
USA FREESTANDING ER
01.2022 - Current
Claims Processor
Pilot Catastrophe Services
04.2021 - 11.2022
Work From Home Customer Service Representative
Apple
01.2020 - 07.2020
Bank Teller
Family Security Credit Union
08.2019 - 04.2021
Bank Teller
Wells Fargo
06.2017 - 07.2020
Cashier
Walmart
02.2015 - 07.2017
High School Diploma -
Mattie T Blount High School
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