Keisha Jenkins
Chattanooga,TN
Summary
Detail-oriented Customer Service and Operations Professional with 15+ years of experience in healthcare support, data entry, document review, quality assurance, and customer service. Proven ability to accurately manage sensitive member information, investigate and resolve discrepancies, maintain compliance with company procedures, and exceed productivity and quality standards. Recognized for exceptional accuracy, customer satisfaction, and process improvements in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Process Assistant
Amazon Fulfillment Center
01.2024 - Current
- Audited operational processes and inventory records to ensure compliance with quality standards.
- Utilized warehouse management systems to input data and track order fulfillment progress.
- Identified discrepancies and implemented corrective actions to maintain data integrity.
Remote Customer Service Representative
Verida Medical Transportation
01.2023 - 12.2023
- Coordinated non-emergency medical transportation services (NEMT) for Medicaid recipients, ensuring timely access to medical appointments, hospital visits, and pharmacy services.
- Processed 50-100 inbound calls and emails daily, providing exceptional customer service and resolving transportation related concerns in a timely manner.
- Verified member transportation eligibility and benefits while accurately documenting trip requests, updates, and inquiries within the InSight transportation management system.
- Accessed and updated member records while maintaining strict HIPAA compliance and safeguarding protected health information (PHI).
- Consistently met or exceeded established production, quality, and accuracy metrics while delivering a high level of customer satisfaction.
Customer Service Representative
Conduent
03.2019 - 12.2022
- Assisted 50-100 healthcare members daily with benefit, eligibility, and appeals-related inquiries.
- Verified member demographics, eligibility information, and plan details across multiple systems.
- Investigated discrepancies and resolved complex member issues while maintaining HIPAA compliance.
- Accurately documented interactions and maintained records in accordance with client procedures and quality standards.
- Received the Impacting Excellence Award for quality service and accountability.
Data Entry Lead
Lifetouch Portrait Studios
08.2008 - 02.2019
- Entered 500-1000 records daily with 99% accuracy while meeting productivity goals.
- Reviewed documents for completeness and corrected data discrepancies before processing.
- Maintained database integrity through detailed quality checks and verification procedures.
Customer Service Representative
Cigna Healthcare
08.2005 - 07.2008
- Responded to 100+ inbound calls and emails daily regarding member eligibility, claims status, benefit coverage, and account inquiries.
- Assisted members with enrollment processes and provided guidance on healthcare plan options and eligibility requirements.
- Investigated and resolved claims-related issues by reviewing account information and coordinating with internal departments to ensure timely resolution.
- Maintained accurate documentation of member interactions while handling confidential information in accordance with company policies and privacy standards.
- Consistently delivered high-quality customer service while meeting productivity and performance goals in a fast-paced call center environment.
Education
Associate of Science - Respiratory Therapy
Chattanooga State Community College
Chattanooga, TN05-2017
Skills
- Customer Service
- Data entry and indexing
- HIPAA compliance
- Dispute resolution
- Document review and processing
- Medicaid member support
- Microsoft Office Suite
- Multi-system navigation
- Attention to detail
- Records management
- Medical benefits and eligibility
- Accuracy and productivity metrics
- Dispute resolution
- Quality assurance
Timeline
Process Assistant
Amazon Fulfillment Center
01.2024 - Current
Remote Customer Service Representative
Verida Medical Transportation
01.2023 - 12.2023
Customer Service Representative
Conduent
03.2019 - 12.2022
Data Entry Lead
Lifetouch Portrait Studios
08.2008 - 02.2019
Customer Service Representative
Cigna Healthcare
08.2005 - 07.2008
Associate of Science - Respiratory Therapy
Chattanooga State Community College