Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla Latiker

Ridgeland,MS

Summary

Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.

Overview

7
7
years of professional experience

Work History

Healthcare Customer Service Representative

Teleperformance ( Remote )
01.2021 - 09.2024
  • Used company software to analyze customer coverage needs, write quotes, and issue policies.
  • Interpreted insurance policies and explained coverage to clients.
  • Analyzed clients' current insurance policies and suggested additions or other changes.
  • Contacted prospective and current clients via telephone to provide quote and policy information.
  • Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Accurately processed payments from customers for policy premiums and other fees associated with the policy.
  • Provided guidance and advice to customers regarding their existing policies or potential purchases.
  • Resolved any disputes between customers and insurers relating to coverage levels or claims processing.
  • Calculated premiums and established payment method.
  • Called on policyholders to deliver and explain policy, to analyze insurance program and suggest additions and changes and to change beneficiaries.
  • Obtained and provided information when claims were made on policy.
  • Submitted forms to obtain binder coverage.

MEDICARE ENROLLMENT SPECIALIST

TTEC ( Remote )
08.2017 - 12.2020
  • Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas.
  • Respond to customer inquiries in a confident, timely and accurate manner.


  • Efficiently and successfully navigate multiple systems.
  • Adheres to and participates in Company's mandatory HIPAA privacy program.
  • Research caller's issues/problems and find solutions.
  • Assist in resolving balances on the patient account.
    Correct and refile claims with the insurance.
  • Processed authorizations for medical tests and procedures.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Conducted outbound calls to existing customers to offer annual policy renewal.
  • Calculated premiums and established payment method.
  • Successfully processed Medicare enrollment applications and maintained accurate records.
    Assisted customers with enrolling in the most suitable plan for their needs and budget.
  • Managed multiple priorities simultaneously while meeting deadlines consistently.
  • Answered applicants' questions about benefits and claim procedures.
  • Interpreted and explained information such as eligibility requirements, application details, payment methods, and applicants' legal rights.

Education

Trade School - Barber/Stylist

Mississippi Barber Academy
Ridgeland, MS
10-2024

High School Diploma -

Lanier High School
Jackson, MS
05-2023

Skills

  • Adaptability
  • Health Insurance Industry Knowledge
  • Enrollment Assistance
  • Consultative Selling Techniques
  • Payment Method
  • Cold Calling
  • Insurance Claim Regulations
  • Insurance Coverage Verification
  • Outbound Calls
  • Policy Renewals
  • Premium Calculations
  • Inbound Customer Calls


    • Analytical Abilities
    Maintaining Clean Work Areas
    Calm and Professional Under Pressure
    Inbound and Outbound Calling
    Multi-Line Phone Systems
    Expertise Microsoft Excel Account Management

    Professional Relationships
    Strategic Initiatives
    Billing Procedures
    Billing Codes
    Call Center Customer Service
    Call Control
    Claims Information Gathering
    Data Accuracy
    Insurance Eligibility
    Problem-Solving Skills
    CRM Software
    HIPAA Guidelines
    Call Volume and Quality Metrics Customer Service and Assistance

    Software Troubleshooting
    Verbal Communication
    Hospitality and Accommodation

Timeline

Healthcare Customer Service Representative

Teleperformance ( Remote )
01.2021 - 09.2024

MEDICARE ENROLLMENT SPECIALIST

TTEC ( Remote )
08.2017 - 12.2020

Trade School - Barber/Stylist

Mississippi Barber Academy

High School Diploma -

Lanier High School

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Kayla Latiker