Ke'Ara Butler
Clearwater,FL
Summary
Dynamic and results-oriented professional with a proven track record at Quest Diagnostics, adept in customer service and policy knowledge. Excelled in resolving complex customer issues, enhancing loyalty, and streamlining complaint processes. Skilled in teamwork, critical thinking, and HIPAA compliance. Significantly contributed to operational improvements and customer satisfaction.
Overview
9
9
years of professional experience
Work History
CSR1
Quest Diagnostics
2020.08 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Set appointments
- Handled complaints and questions, and re-directed calls to other team members.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Managed approximately 101 incoming calls, emails and faxes per day from customers
Appeals and Grievances Coordinator
TMA Benefit Services
2016.01 - 2020.06
- Processed and finalized appeals and grievances within agreed-upon turnaround time.
- Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
- Submitted verbal and written notification to members and providers.
- Contributed to the continuous improvement of departmental operations by regularly reviewing performance data, identifying trends, and recommending targeted action plans.
- Maintained strict confidentiality of sensitive member information while adhering to HIPAA regulations during case investigations.
- Enhanced internal processes for handling complaints by developing standardized guidelines and documentation templates.
- Managed approximately 60 Appeals per day from customers
Education
High School Diploma -
First Coast Technical Institute
Saint Augustine, FL09.2006
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Critical Thinking
- Policy Knowledge
- Assertiveness
- Fast Typing Speed
- Data Entry
- Medical Terminology
- Appointment Scheduling
- HIPAA Compliance
- Office Administration
Timeline
CSR1
Quest Diagnostics
2020.08 - Current
Appeals and Grievances Coordinator
TMA Benefit Services
2016.01 - 2020.06
High School Diploma -
First Coast Technical Institute
Similar Profiles
Inas Ben RomdhaneInas Ben Romdhane
Phlebotomist at Quest DiagnosticsPhlebotomist at Quest Diagnostics
Rima HunterRima Hunter
Lab Assistant at Quest DiagnosticsLab Assistant at Quest Diagnostics
JEFFREY NERIJEFFREY NERI
Specimen Processor at Quest DiagnosticsSpecimen Processor at Quest Diagnostics