Keandra Robinson
Winter Haven,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Appointment Scheduler
MPF Federal LLC
11.2023 - Current
- Help provide coordination of care to Veterans
- Assist in scheduling Medical and Dental appointments
- Veteran and Provider outreach
- A referral will be used as the source to schedule and various systems utilized
- Contact assigned list of Veterans to determine their medical appointment scheduling preference and availability
- Contact In-Network providers to schedule appointment within Veteran Preference and contracted timeframes
- Track all booked and arrived appointments for patients generated through outreach efforts
- Ensure patient confidentiality with the handling of all patient health information and records
- Support Inbound/Outbound patient phone calls
- Respond to or refers incoming calls in a prompt, pleasant and
- Confirm address spelling and verification of addresses using the appropriate software
- Administer schedule additions, changes, or inquiries in the appropriate database within required timeframes
- Process scheduling requests in a timely fashion
- Maintain strict member and company confidentiality
- Perform other related duties as assigned.
Contact Center Representative
Humana
09.2022 - Current
- Pharmacy customer service contact 1 representative
- Answer inbound calls and assist members with medication refills, order status, claims.
Rehab Nurse Technician 2
Encompass Health
04.2022 - 04.2024
- CNA
- Assist patients with needs such as toileting, showers, dressing and therapy
- Assist nursing with care of patient wound care and patient needs.
Customer Service Representative
Alorica
11.2020 - 09.2022
- Customer service Supervisor - assist agents with all questions needed to handle and take care of the customers, deescalate member calls and further assist if needed.
Customer Service Representative
Sykes Enterprises, Incorporated
10.2018 - 11.2020
- Inbound customer service calls helped customers with system, billing and order needs
- Also made outbound calls when customers needed extra help at a later time.
Unit Secretary
Winter Haven Hospital
10.2015 - 06.2018
- Answer phone calls and direct calls to appropriate staff
- Receive and route messages to appropriate staff such as laboratory results, pharmacy
- Transmit correspondence or medical records by email or fax
- Arrange hospital admissions for patients who are being admitted.
Cashier
Murphy Express
11.2013 - 01.2016
- Customer service stocking ordering product.
Manager
Wendys
02.2010 - 10.2015
- Maintained staff cleaning customer service order product needed for store maintained cash in safe and on hand input data into computer at the end of the night.
Education
GED -
West Area Adult School
Lakeland, FL11.2010
Skills
- Patient Care ASSESSMENTS Scheduling
- Oracle
- Mutitask
- Medical Records
- Computer Literacy
- Medical Terminology
- Time Management
- Live chat
- Insurance Verification
- Active listening
- Computer And Electonics
- Medical Office Experience
- Social Perceptiveness
- Typing
- Clerical
- Analysis skills
- Vital Signs
- Customer and personal service
- Service Orientation
- Hospital Experience
- Customer support
- Coordination
Certification
CNA
Timeline
Appointment Scheduler
MPF Federal LLC
11.2023 - Current
Contact Center Representative
Humana
09.2022 - Current
Rehab Nurse Technician 2
Encompass Health
04.2022 - 04.2024
Customer Service Representative
Alorica
11.2020 - 09.2022
Customer Service Representative
Sykes Enterprises, Incorporated
10.2018 - 11.2020
Unit Secretary
Winter Haven Hospital
10.2015 - 06.2018
Cashier
Murphy Express
11.2013 - 01.2016
Manager
Wendys
02.2010 - 10.2015
GED -
West Area Adult School