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
Winter Haven, FL
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
Work at Home, Florida
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
Lakeland, FL
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
Costco Wholesale, Polk County
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
Lakeland, FL
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
Winter Haven, FL
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
Winter Haven, FL
11.2013 - 01.2016
- Customer service stocking ordering product.
Manager
Wendys
Winter Haven, FL
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