Summary
Overview
Work History
Education
Skills
Timeline
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Keara Jones

Windsor Mill,MD

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CMR systems paired with outstanding active listening and multitasking abilities.

Overview

7
7
years of professional experience

Work History

Billing Technician II

CareFirst BCBS
Owings Mills, MD
07.2023 - Current
  • First Point of contact for billing errors, Termination and reinstatement inquires
  • Researched customer complaints regarding billing errors, making necessary corrections as needed.
  • Assisted customers with inquiries related to their bills and payment options.
  • Responded promptly to customer inquiries via phone or email regarding billing issues or questions.
  • Processed all termination for groups that submitted termination letters
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Processed refunds, adjustments and other transactions accurately.

Nutrition Assistant

Franklin Square Hospital
Rosedale, MD
11.2020 - 07.2023
  • Selected foods appropriate for individual patients dietary needs
  • Developed diets to meet nutritional requirements for people with special conditions
  • Calculated calories, sugar, sodium and other nutrition information to monitor and maintain patients' intake
  • Reviewed health goals and requirements provided by physicians, nurses and dieticians to offer balanced, nutritious options for patients
  • Calculated nutritional requirements to assess adequacy of diet and nutrition support.

Customer Service Representative

Kaiser Permanente
Fulton, MD
12.2022 - 05.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Set up and activated customer accounts.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Maintained database by entering new and updated customer and account information.

Donor Center Phlebotomist

American Red Cross
09.2020 - 10.2020
  • Collected blood samples from patients, labeling them and dispatching them for analysis and testing
  • Transported blood samples to the correct laboratory
  • Performed laboratory tests
  • Collected laboratory specimens in a safe and accurate way
  • Assembled medical equipment, such as blood collection devices, tourniquet, needles, cotton and trays
  • Entered data into laboratory and data systems
  • Maintained patient confidentiality according to applicable laws
  • Obtained appropriate medical information from patients
  • Identified and preparing patients
  • Collected blood specimens through veni-puncture and skin puncture
  • Ensured open channels of communication between patients and employee's
  • Ensured appropriate equipment and supply usage
  • Maintaining neat, organized records and work station area.

General Merchandiser

Target
09.2019 - 02.2020
  • Assisted in auditing general merchandise inventory numbers each month
  • Worked closely with sales and purchasing to maintain proper inventory levels
  • Assisted stock clerks in developing a proper product rotation schedule
  • Welcomed customers and provided them with prompt and friendly service
  • Interacted with customers sensing their mood and topics of interest
  • Accompanied customers and showing them range of products stocked on shelves
  • Maintained discipline and behaving professionally with customers by maintaining adequate distance during conversation
  • Ordering products and supplies in time to avoid 'out-of-stock' situations.

Nutrition Assistant

Johns Hopkins Hospital
01.2017 - 09.2019
  • Provided dietitians with the facility's meal and menu planning
  • Obtained dietary information and assessed the nutritional habits of patients
  • Recorded individual risk factors or dietary restrictions that might impact meal planning
  • Coordinated meal plans with nutritionists and healthcare professionals
  • Performed ongoing nutrition assessments, including the measurement of caloric intake and activity levels
  • Facilitated immediate interventions for signs of malnutrition, allergic reactions, or refusal to eat
  • Assisted in meal distribution, ensuring correctly delivered and timely served meals
  • Maintained proper sterilization protocols in the clearing away and cleaning of plates and utensils
  • Safely discarded leftover portions to prevent the spread of disease
  • Instructed patients and families on nutrition plans and healthy eating habits.

Education

Phlebotomy Certification #1 Phlebotomy Training Program -

06.2020

High School Diploma -

Pikesville High School
06.2016

Skills

  • Sanitation and sterilization
  • Manual and finger dexterity
  • Medical records maintenance
  • Drawing blood
  • Donor screening
  • Therapeutic phlebotomy
  • Tracking specimens
  • Quality control
  • Accuracy and Precision
  • Account Reconciliation
  • PPE use
  • Friendly, positive attitude
  • Reliable and trustworthy
  • Biohazard waste disposal
  • Data Entry
  • Customer Service
  • Call Center Customer Service
  • Billing Procedures
  • Insurance Verification
  • HIPAA Compliance

Timeline

Billing Technician II

CareFirst BCBS
07.2023 - Current

Customer Service Representative

Kaiser Permanente
12.2022 - 05.2023

Nutrition Assistant

Franklin Square Hospital
11.2020 - 07.2023

Donor Center Phlebotomist

American Red Cross
09.2020 - 10.2020

General Merchandiser

Target
09.2019 - 02.2020

Nutrition Assistant

Johns Hopkins Hospital
01.2017 - 09.2019

Phlebotomy Certification #1 Phlebotomy Training Program -

High School Diploma -

Pikesville High School

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