Keiara Robinson
Grand Prairie,TX
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled at resolving conflicts, communicating effectively, and solving problems to ensure customer satisfaction and loyalty. Excels as a team collaborator, easily adapting to changing needs while remaining focused on achieving results through efficient and empathetic service. Reputation for reliability and a proactive approach consistently allows for meeting both customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Sr
United Health Group
09.2023 - Current
- Initiate prior authorization requests
- Validate insurance types (Medicaid, Medicare, Commercial, etc.)
- Access multiple Optum resources to check prior authorization status and benefits
- Problem-solve with decisiveness and urgency, escalating to operations partners, team leads, management, and other stakeholders as needed
- Ensure patients and providers are supported by following escalations through to completion
- Enter notes/information into the pharmacy processing system
- Focus on patient care and quality assurance
- Maintain strict confidentiality and adhere to all privacy and security regulations when handling sensitive information
- Process medical claims
Customer Service Representative
Wageworks
11.2019 - Current
- Addressed customer inquiries about health and dependent care benefits
- Processed reimbursement claims, ensuring accuracy
- Maintained confidentiality of patient information
- Resolved customer complaints through effective communication
Student Loan Collector
Navient
11.2017 - 12.2019
- Communicated with borrowers to ensure repayment or arrange payment plans
- Assisted with loan consolidation and rehabilitation
- Ensured compliance with Federal Regulations
- Improved efficiency by quickly learning new skills
Member Services Representative
Teleperformance USA
06.2016 - 11.2017
- Assisted members with health plan inquiries
- Fostered business relationships through prompt service
- Delivered excellent customer service
- Handled over 100 calls per shift, addressing member concerns
Education
High School Diploma -
Uplift Hampton Preparatory High School
Dallas, TX05.2016
Skills
- Customer Service and Assistance
- Account Management
- Microsoft Office
- Salesforce
- CRM Software
- Active Listening
- Analytical and Problem-Solving Skills
- Inbound and Outbound Calling
- Customer Data Confidentiality
- Accounts Payable and Receivable
- Call Documentation
- Data Entry Software
- Claim Processing
Timeline
Customer Service Representative Sr
United Health Group
09.2023 - Current
Customer Service Representative
Wageworks
11.2019 - Current
Student Loan Collector
Navient
11.2017 - 12.2019
Member Services Representative
Teleperformance USA
06.2016 - 11.2017
High School Diploma -
Uplift Hampton Preparatory High School
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