Kaylea Welch
Alight Leave Management
HOUSTON,TX
2027
years of professional experience
Detail-oriented professional with expertise in client support, HIPAA compliance, and insurance authorization processing. Proven ability to streamline communication strategies and enhance team performance through effective training programs.
Work History
Customer Service Representative
- Utilized strong communication and analytical skills to resolve customer inquiries efficiently.
- Facilitated efficient handling of high call volumes while upholding rigorous service quality benchmarks.
- Logged customer interactions systematically in CRM systems, enhancing reference accuracy and follow-up efficiency.
- Guided new team members through operational procedures and system applications to ensure effective onboarding and integration into the team.
- Managed patient medication orders on OTC portal, ensuring accuracy and compliance with prescription guidelines.
- Reviewed and confirmed patient insurance information to support accurate billing and claims processing.
- Coordinated efforts to collect outstanding debts, ensuring timely account resolution.
Senior Customer Service Representative
5 Years 11 Months- Oversaw customer inquiry processes, prioritizing timely responses and fostering positive customer experiences.
- Developed training programs for junior representatives, fostering improved team performance and enhancing knowledge retention.
- Implemented streamlined communication strategies, resulting in improved efficiency in addressing client support requests.
- Developed engaging training content to support new hire orientation and promote successful acclimatization to company culture.
- Assessed and clarified leave claim documentation with patients to streamline the approval process for absences.
- Analyzed ICD-10 codes in partnership with providers to confirm their adequacy in supporting disability claims.
- Facilitated discussions on HIPAA compliance with patients to verify comprehension of consent limitations regarding form access.
- Assessed and communicated paperwork requirements during escalated calls to streamline lease of absence approval process.
- Collaborated with patients to develop leave of absence applications based on their specific circumstances.
- Managed appointment logistics for patients to engage with case managers regarding claims processing.
Education
High School Diploma
Skills
Client support
Engaged listening
Analytical reasoning
Detail-oriented data management
Insurance authorization processing
ICD-10 coding expertise
Effective written communication
Typing proficiency at 60 wpm
Insurance eligibility verification
Billing management
HIPAA compliance expertise
Patient record organization
Proficient in medical terminology
Microsoft Office 365 proficiency
Claims management
Accurate data maintenance
Timeline
Senior Customer Service Representative
Alight Leave Management
09.2020 - CurrentRead More
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