Keion Kelly
Fort Worth,Tx
Summary
Highly motivated and results-oriented customer service professional with 10 years of experience in the healthcare and financial services industries. Proven ability to excel in fast-paced environments, consistently exceeding performance targets while providing exceptional customer support. Adept at building strong rapport with clients, resolving complex issues, and driving customer satisfaction.
Overview
12
12
years of professional experience
Work History
Patient Access Representative
Solis Mammography
Fort Worth, TX
01.2024 - Current
- Listened attentively to customer needs to display empathy and create a positive customer experience on first call resolutions
- Ensured strict HIPAA compliance in all patient interactions
- Accurately managed data entry and patient recordkeeping
- Scheduled medical procedures and supported patients with required documentation
- Streamlined insurance claim processing and assisted with billing inquiries
Escalation Specialist Team Lead
LikeWize Device Protection
11.2022 - Current
- Ensured timely and accurate completion of all paperwork, adhering to strict accreditation standards
- Delivered high-quality customer support, achieving first-call resolution
- Utilized advanced resource systems to resolve insurance claims and escalated complex cases
- Trained team members in conflict resolution and escalation protocols
- Provided culturally sensitive guidance and support for diverse clientele
Assistant Store Manager
Shoe Carnival
10.2012 - 11.2022
- Created a cross-training program ensuring staff members were able to perform confidently and effectively in all positions
- Oversaw daily operations, including scheduling, financial reconciliation, and loss prevention
- Achieved budget goals by implementing cost-saving measures
- Successfully redesigned existing inventory system, ordering practices, resulting in a 6% increase in sales resulting in higher profit
Texas Works Advisor II
Texas Health and Human Services Commission
10.2019 - 10.2022
- Interview applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine financial eligibility for public assistance programs
- Evaluate data from various electronic and other sources to enter information into a computer-based eligibility system
- Compute and authorize benefits based on eligibility determination
- Process work in accordance with state and federal regulations and established procedures, guidelines, and timeframes
- Perform other duties, as assigned
Education
High school - Diploma
Eastern Hills
Fort Worth, TX06.2012
Skills
- Fact-finding techniques
- Regulation and policy application
- Basic arithmetic functions
- Time management
- Effective work relationships
- Verbal communication
- Written communication
- Following directions
- Data entry
- Office software use
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Live Person/Chat Troubleshooting
Timeline
Patient Access Representative
Solis Mammography
01.2024 - Current
Escalation Specialist Team Lead
LikeWize Device Protection
11.2022 - Current
Texas Works Advisor II
Texas Health and Human Services Commission
10.2019 - 10.2022
Assistant Store Manager
Shoe Carnival
10.2012 - 11.2022
High school - Diploma
Eastern Hills
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