Kayvina Day
Columbus,OH
Summary
Dedicated Primary Care Representative with expertise in patient education, medication management, and healthcare navigation. Demonstrates strong multitasking ability in fast-paced environments, efficiently processing orders and coordinating timely shipments. Leverages effective communication and problem-solving skills to enhance patient experiences and support healthcare teams.
Overview
8
8
years of professional experience
Work History
Primary Care Representative
Nationwide Children's Hospital
Columbus, OH
10.2024 - Current
- Coordinated patient registration and appointment scheduling to streamline access to diverse healthcare services.
- Established patient referrals for specialty clinics to facilitate timely access to specialized care.
- Educated patients on available services and resources at the children's hospital.
- Resolved patient inquiries and concerns promptly to enhance patient satisfaction.
- Verified insurance coverage for patients and updated records accordingly.
- Managed electronic health records using hospital-specific systems to maintain accuracy.
Dispute and Fraud Specialist
Barclay Bank
Columbus, OH
06.2022 - 08.2024
- Prepared comprehensive reports on investigations into suspected fraudulent activities, ensuring clarity for decision-making.
- Investigated claims made by customers regarding possible fraudulent charges or unauthorized use of the account.
- Drafted concise summaries of findings from investigations into potentially fraudulent activities, facilitating timely resolution.
- Review and manually process Visa and MasterCard chargeback claims through Appian and Mainframe.
- Submit an accurate report to MasterCard and Visa for the next step, chargeback.
- Maintained precise records of all dispute activities for audit purposes, enhancing accountability and compliance.
- Researched account information to determine if the dispute is valid.
Senior Customer Service Associate
PNC Bank
Columbus, OH
09.2021 - 05.2022
- Resolved escalated supervisor calls, ensuring customer concerns were addressed promptly and effectively.
- Processed payments from customers in a timely manner according to established procedures.
- Provided guidance to customers on how to use their credit cards responsibly and effectively.
- Update the customer’s address, phone number, and email, verifying customer information through LexisNexis.
- Cultivated strong communication skills with teammates and other departments to facilitate collaboration and enhance service delivery.
- Mentored junior associates, guiding them to successfully complete projects and improve their customer service skills.
Credit Card Customer Service Representative
PNC Bank
Columbus, OH
05.2018 - 08.2021
- Facilitated secure credit card transactions using electronic check methods, ensuring customer trust and safety.
- Established strong customer relationships through personalized support, effectively addressing concerns to enhance satisfaction.
- Utilized effective communication techniques to enhance customer experience and resolve inquiries promptly.
- Provide customers with alternative ways to monitor accounts, via the PNC banking app, and online banking profile.
- Ensured compliance with laws and regulations during transaction processing.
- Navigated multiple computer systems and applications, and utilized search tools to find information.
Education
High School Diploma -
CAHS
Columbus, OH06-2007
Skills
- Patient advocacy
- Healthcare coordination
- Case management
- Medical record management
- Insurance verification
- Patient scheduling
- Appointment scheduling
- Transaction processing
- Problem-solving aptitude
- Customer service and support
- Communication skills
Education and Training
other
Timeline
Primary Care Representative
Nationwide Children's Hospital
10.2024 - Current
Dispute and Fraud Specialist
Barclay Bank
06.2022 - 08.2024
Senior Customer Service Associate
PNC Bank
09.2021 - 05.2022
Credit Card Customer Service Representative
PNC Bank
05.2018 - 08.2021
High School Diploma -
CAHS