Kayla Lynch
Miami,FL
Summary
Dedicated customer service representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with members and providers alike.
Overview
9
9
years of professional experience
Work History
Provider Service Advocate
UnitedHealth Group
02.2022 - Current
- Handle calls/chats daily with duties of giving providers information.
- Answer benefits/eligibility questions.
- Assist with checking authorization requirements and submitting requests.
- Provides claim status along with claim denial reasons.
Customer Advocacy Analyst
Great HealthWorks
10.2018 - 03.2020
- Assisted agents with irate customers who threatened to report the company to the following: Financial Institution, Better Business Bureau, Social Media, Lawyer/Attorney.
- Handled emails/letters pertaining a customer's account. This involved actioning out a customer's account and then generating a letter/email appropriate to what the customer requested.
- Made outbound calls to customers who threatened to report company, to ensure they knew we were sincerely sorry for any inconvenience.
- Conducted investigations when there were claims that a customer never ordered from the company or agreed to the auto-ship program.
Customer Service Representative
Teleperformance
06.2015 - 12.2017
- Handled calls daily. with duties including signing up new members, retrieving member's data, presenting information in regarding to member's health insurance policy.
- Provided back-up for other customer service representatives when needed.
- Maintained up to date knowledge of account changes.
- Developed highly empathetic client relationships and earned reputation for exceptional customer service.
- Awarded "Blue Diamond" for consistent outstanding performance.
Education
Associate of Arts - Elementary Education
Broward College
Fort Lauderdale, FL06.2017
High School Diploma -
Coconut Creek High School
Coconut Creek, FL06.2014
Skills
- Customer service background
- Complaint Handling
- Decision-making skills
- Assertiveness
- Research proficiency
License & Certifications
- 0240 - Health Insurance License
Timeline
Provider Service Advocate
UnitedHealth Group
02.2022 - Current
Customer Advocacy Analyst
Great HealthWorks
10.2018 - 03.2020
Customer Service Representative
Teleperformance
06.2015 - 12.2017
Associate of Arts - Elementary Education
Broward College
High School Diploma -
Coconut Creek High School
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