Kelli J Lillie
Canton,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
HGS/Aetna
Canton, IL
09.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered anywhere from 10 to 30 customer telephone calls promptly to avoid on-hold wait times.
- Assessed caller accounts to determine medical benefits, identify service needs and resolve issues.
- Consulted with outside parties to resolve claims, authorizations and create expert solutions.
- Assisted customers with claims, billing, payment processing and support policies and procedures.
Patient Access
Graham Health Systems
Canton, IL
01.2019 - 09.2021
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Performed patient scheduling and registration functions to approximately 60 or more patients daily to serve as initial contact point for X-Ray, Laboratory work and Electrocardiograms
Sales Floor Associate
Walmart INC
Canton, IL
01.2016 - 01.2019
- Greeted customers, helped locate merchandise and suggested suitable options.
- Manage proper and appealing merchandise display, ensuring strategic placement of products that maximized purchases
- Provide outstanding customer service, assisted team members, operated registers, labeled shelving units and products, unloaded and maintained clean environment.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Certified Nurse's Assistant
Sunset Rehabilitation & Health Care
Canton, IL
01.2010 - 01.2016
- Provide one on one service to patients with Dementia, Alzheimer's, physical disabilities and those undergoing post-operative recovery
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs
Education
No Degree - Art And Agriculture
Spoon River College
Canton, IL07.2018
High School Diploma -
Canton High School
Canton, IL05.2000
Skills
- Determined
- Resourceful
- Strategic
- Analytical
- Efficient and Detail-Oriented
- Insurance Coverage Verification
- Medicare Compliance
- Policy Feature Explanations
- Benefits Explanations
- Vision and Dental Insurance
- Billing Inquiries
- Claims Information Gathering
- Insurance Claim Regulations
- Healthcare Common Procedure Coding System (HCPCS)
- Procedural Codes
- Diagnostic Codes
- Microsoft Office
- Word Outlook
Timeline
Customer Service Representative
HGS/Aetna
09.2021 - Current
Patient Access
Graham Health Systems
01.2019 - 09.2021
Sales Floor Associate
Walmart INC
01.2016 - 01.2019
Certified Nurse's Assistant
Sunset Rehabilitation & Health Care
01.2010 - 01.2016
No Degree - Art And Agriculture
Spoon River College
High School Diploma -
Canton High School
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