Kayla Hixon
Lauderhill
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Miami
03.2022 - Current
- Assisted passengers with check-in procedures and baggage handling.
- Provided information about flight statuses, policies, and procedures to travelers.
- Utilized communication systems to relay important updates to passengers and crew.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Followed company policies and procedures related to customer service operations at all times.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Checked luggage for proper weight distribution according to aircraft specifications.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
Health Support Technician
Sierra LifeCare, INC
Fort Lauderdale
08.2020 - 03.2022
- Broward County schools clinic/isolation Nurse.
- Maintain a healthy, safe, clean and hazard free health room.
- Scheduling virtual doctor visits for the students.
- Provides health education by providing health information to individual students.
- Provides direct care to students.
- Development of plans for responding to emergencies and disasters and confidential communication and documentation of students health information.
Front Desk/Scheduler
Central Magnetic Imaging, Plantation
03.2020 - 03.2022
- Answering high volume incoming calls.
- Schedule Appointment (PIP, Slip&Falls and etc.).
- Scan & upload chart documents.
- Verifying insurance and obtaining authorizations.
- Ensured HIPAA compliance by keeping confidential information secure.
- Coordinated insurance verification and pre-authorization processes.
- Managed front desk operations to ensure smooth patient flow.
- Assisted patients with check-in and check-out procedures efficiently.
- Collected copays and verified insurance benefits as needed.
Front Desk Medical Receptionist
Sports and Orthopedic Center, Coral Springs
09.2018 - 04.2020
- Patient check-in & check-out.
- Initial intakes; Handle initial phone calls, verify benefits with insurance, workers comp, auto and etc.
- Make, cancel and reschedule appointments as needed.
- Handle daily scheduling issues.
- Collect payments, co-pays/Deductible on date of service.
- Greet patients professionally and courteously.
- Prepares encounters for the next day.
- Evaluate chart date to verify all information has been received, completed and signature obtained.
- Provide assistance and information to patient’s when requested.
- Marks arrival time for patients in the office and makes sure that patients are seen on time.
- Demonstrates a proficient understanding and compliance with HIPAA.
- Managing multiple tasks in a timely manner.
- Calls patients daily to confirm next day’s appointment and informs patients of copays, or balance owed, etc.
- Email daily reports to managers.
- Obtain pre authorization for required services.
- Obtain proper documentation required by insurance company to have referral Authorized.
Patient Care Secretary
Vitas Healthcare, Fort Lauderdale
05.2016 - 08.2018
- PCS is responsible for all patient care related clerical procedures and facilities communication between patient/families and other team members.
- Inputs and updates patient information in hospice software.
- Establish and maintain patient records, closes patient charts and follow-up all required documentation.
- Able to maintain files and other information in an organized manner to insure follows up and timely completion of assignments given by the team manager.
- Maintain admission orders and certifications.
- Provides various reports each morning in preparation for the managers staffing meeting.
- Request labs and ultrasound.
Administrative Lead
AIRology Inc., Tamarac, FL
02.2015 - 01.2016
- Schedule and coordinate technician routes, appointments, work orders and a/c inspections.
- Typed documents such as correspondence, proposals, invoices, memos, emails, permits and prepared daily reports weekly for contractor.
- Purchased and maintained office supply inventories.
- Trained 2 assistants during a period of company expansion to ensure attention to detail and adherence to company policy.
- Maintained the office database - retrieved and organized information for individual employees and clients.
- Register, verified and approved a/c installed equipments.
Auto Service Writer
Walmart, Lauderdale lakes, FL
05.2010 - 12.2014
- Accommodate and facilitate customer protection plans and service packages.
- Provide quotes to specified customers needs.
- Answer telephone inquiries from customers and other service issues.
- Produce diagnostic testing for motor vehicle battery.
- Develop and write up repair estimates and keep customers informed of changes.
- Prepare accurate and detailed repair orders that describe customer concerns, known issues, and likely causes along with services and repairs required.
- Verify current vehicle warranty coverage and explain the structures.
Receptionist
Sunrise Medical Group, Coral Springs, FL
01.2007 - 02.2008
- Schedule and confirming appointments.
- Update a series of medical records and faxing medical documents.
- Organize patient medical charts.
- Check in patients, collecting all personal, medical, and insurance information necessary.
Education
Certification - dental assistant
Sanford Brown Institute
Fort Lauderdale, FL04.2009
General Education -
Broward College
Coconut Creek, FL04.2007
High School Diploma -
Plantation High School
Plantation, FL01.2006
Skills
- Sales/Customer Service Leadership
- Quality Assurance
- Technical Support
- Microsoft word, excel word, pages, key notes , outlook and quickbooks
- EHR
- Allscripts
- Availity
- Core management system
- Scheduling
- Carecloud system
- CPR AED First Aid
- Medix System
- Ticketing procedures
- Documentation verification
- Baggage handling
- Problem solving
- Effective communication
- Time management
- Attention to detail
- Data entry
- Customer relationship management (CRM)
- Regulatory compliance
References
Available upon request
Timeline
Customer Service Agent
Southwest Airlines
03.2022 - Current
Health Support Technician
Sierra LifeCare, INC
08.2020 - 03.2022
Front Desk/Scheduler
Central Magnetic Imaging, Plantation
03.2020 - 03.2022
Front Desk Medical Receptionist
Sports and Orthopedic Center, Coral Springs
09.2018 - 04.2020
Patient Care Secretary
Vitas Healthcare, Fort Lauderdale
05.2016 - 08.2018
Administrative Lead
AIRology Inc., Tamarac, FL
02.2015 - 01.2016
Auto Service Writer
Walmart, Lauderdale lakes, FL
05.2010 - 12.2014
Receptionist
Sunrise Medical Group, Coral Springs, FL
01.2007 - 02.2008
Certification - dental assistant
Sanford Brown Institute
General Education -
Broward College
High School Diploma -
Plantation High School
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