Kayla Holland
Raleigh,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Care Coordinator Team Lead
TrialCard
12.2019 - 05.2024
- Primary point of contact for regionally assigned health care providers and internal Field Reimbursement Specialist.
- Provide information on relevant regional challenges and updates to Field Reimbursement Specialist.
- Collaborated with management to improve overall patient care and response times.
- Built work schedules and staff assignments, delegating workload availability into consideration.
- Developed strategies to increase team productivity and improve customer service handle times.
- Conducted performance evaluations for team members, providing feedback and identifying areas of improvement.
- Provided case management services to ensure the delivery of quality care.
- Maintained accurate client records in accordance with agency policies and procedures.
- Collaborated with physicians, field reimbursement specialists, and other healthcare providers to provide comprehensive care for patients.
- Educated clients on available resources and services within their communities.
- Responded promptly to inquiries from patients regarding their care plan coverages.
- Investigated and reported Adverse Events relating to patient care and conditions which might hinder patient treatment plan.
- Explained program requirements including policies, procedures and services to patients.
- Communicated with patients with empathy while keeping medical information private.
- Utilized program share-drive system to organize company files, keeping up-to-date and easily accessible data.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Customer Service Representative II
NC Quick Pass
08.2019 - 12.2019
- Assisted with customer inquiries to ensure payments and correspondences are completed in a timely and efficient matter.
- Recommend toll products to customers by collecting information and analyzing customer needs.
- Multitask by communicating with customers building rapport and documenting accounts.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- De-escalated problematic customer concerns, maintaining calm and in an empathetic demeanor.
- Assisted with account creation and activation.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Service Representative
Charter Communications, Spectrum
04.2018 - 06.2019
- Responsible for providing the highest level of customer support with billing and technical support in a high call volume center.
- Troubleshoot customer equipment using job-related software, multitasking by communicating with customers and documentation.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
Certificate of Completion - Esthetics Program
Elevate Salon Institute
Durham, NC05-2024
High School Diploma -
Athens Drive High School
Raleigh, NC06.2012
Skills
- Organizational skills
- Problem-solving abilities
- Knowledgeable of health insurance
- Excellent customer service
- Multitasking
- Building rapport with customers
- Troubleshooting company equipment
- Microsoft Office programs
- Effective Communication
- Reliability
- Complaint handling
- Data entry
- Record keeping
- Progress Monitoring
- Case Management
- Goal Setting
- Claims Process
- Patient Education
- Process Implementation
- Employee Training Program
- Active Listening
- Task Prioritization
- Teamwork and Collaboration
- Staff Supervision
- Team building
- Medical Terminology
References
References available upon request.
Timeline
Care Coordinator Team Lead
TrialCard
12.2019 - 05.2024
Customer Service Representative II
NC Quick Pass
08.2019 - 12.2019
Customer Service Representative
Charter Communications, Spectrum
04.2018 - 06.2019
Certificate of Completion - Esthetics Program
Elevate Salon Institute
High School Diploma -
Athens Drive High School
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