Keeley Baker
Cohutta
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Representative
TTEC/UHC
Remote
03.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high call volumes while maintaining professional demeanor and service quality.
- Trained new representatives on system navigation and customer service protocols.
- Insurance claims
- Appeals
- Prior authorizations
- Implemented process improvements to enhance response times and customer satisfaction.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Medical Assistant
Centennial Heart at Parkridge
Chattanooga, TN
05.2023 - 03.2025
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
Medical Assistant
Erlanger Medical Center
Chattanooga, TN
06.2020 - 03.2023
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Family Support Specialist
Mountain Valley Mental Health
Dayton, TN
01.2017 - 05.2020
- Facilitated family engagement in treatment planning and decision-making processes.
- Developed individualized support plans to address client needs and goals.
- Coordinated services among multiple agencies to ensure comprehensive care delivery.
- Provided crisis intervention and conflict resolution strategies for families in distress.
- Conducted assessments to identify strengths, challenges, and resources within families.
- Enhanced family well-being by providing comprehensive support services and resources.
- Assisted families in navigating complex social service systems to access needed supports and benefits.
- Conducted regular home visits to assess family progress and adjust support plans as needed.
- Maintained detailed case notes documenting client interactions, interventions provided, progress made, and any barriers encountered during service delivery.
- Improved family dynamics by offering guidance on parenting strategies, communication techniques, and conflict resolution skills.
Assembler
Mann=Hummle
Dunlap, TN
11.2016 - 01.2017
- Increased production efficiency by assembling components quickly and accurately.
- Enhanced workplace safety by maintaining a clean and organized work area at all times.
- Maintained high-quality standards with thorough inspections of assembled parts.
- Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
- Collaborated effectively with team members to meet production targets consistently.
- Demonstrated flexibility in adapting to various types of assemblies, allowing for seamless transition between different projects as needed.
- Organized workstations to maximize productivity, reduce distractions and meet deadlines.
- Reduced assembly errors by following detailed instructions and blueprints for each project.
- Collaborated with team members to improve production processes and maintain quality standards.
Education
Associate of Applied Science - Criminal Justice
Georgia Northwestern Technical College
Rome, Georgia, GAAssociate of Applied Science - Medical Assisting
Chattanooga College Medical And Dental Careers
Chattanooga05-2020
GED -
HISET
Chattanooga, TN05-2015
Skills
HIPAA compliance
Patient scheduling
Customer service
Medical terminology knowledge
Individualized service planning
Professional boundaries
Self-awareness
Motivational interviewing
Child development
Behavioral assessment
Family dynamics
Parenting education
Behavioral support
Child abuse and neglect dynamics
Community resources
Claims investigation
Claims analysis
Policy interpretation
Attention to detail
Claims processing
Data entry
Insurance coverage verification
Certification
- Basic Life Support Certification (BLS)
Languages
English
Native or Bilingual
Timeline
Call Center Representative
TTEC/UHC
03.2025 - Current
Medical Assistant
Centennial Heart at Parkridge
05.2023 - 03.2025
Medical Assistant
Erlanger Medical Center
06.2020 - 03.2023
Family Support Specialist
Mountain Valley Mental Health
01.2017 - 05.2020
Assembler
Mann=Hummle
11.2016 - 01.2017
Associate of Applied Science - Medical Assisting
Chattanooga College Medical And Dental Careers
GED -
HISET
Associate of Applied Science - Criminal Justice
Georgia Northwestern Technical College