Kelly Underwood
Houston
Summary
Detail-oriented and reliable professional adept at managing multiple priorities while maintaining a positive and proactive approach. Strong problem-solving skills, combined with a commitment to excellence, ensure consistent delivery of high-quality results. Eager to contribute expertise and collaborate effectively in dynamic environments.
Overview
15
15
years of professional experience
Work History
Insurance Verification Specialist
Walgreens Specialty Pharmacy
07.2024 - Current
- Responsible for verifying patient eligibility, coordinating benefits, running test claims, and determining patient coverage/responsibility for services
- Handles inbound and outbound calls with customers, physician offices, patients or third-party providers about the company's products or services following standard SOPs and procedures, working under direct supervision
- Remote
Remote Patient Services Representative
Thomas Eye Group
07.2019 - 03.2024
- Provided excellent customer service to patients in a fast-paced medical office
- Answered patient questions regarding billing, insurance, and other related matters
Receptionist
Perimeter Eye Care, LLC
02.2018 - 06.2019
- Answered phones, scheduled patients, took payments, authorized insurance, greeted and assisted customers, addressed customer complaints, and worked in a highly skilled manner to greet guests in a courteous and professional way
- Performed all receptionist duties including organizing files and engaging in research and development practices
Customer Care Consultant
Arise
06.2011 - 09.2017
- Employed exceptional listening skills to determine the nature of calls to clearly and precisely address inquiries in a professional manner
- Resolved product and service challenges by researching customer complaints and following up to ensure satisfactory resolutions
Education
High School Diploma -
Olympia High School
Orlando, FLSkills
- Insurance verification expertise
- Call center procedures
- Escalation management
- Customer account updates
- Inbound phone calls
- Adaptive team player
- Time management abilities
- Problem-solving abilities
- Call logging
- Member service and support
- Excellent customer service
- Attention to detail
- Patient confidentiality
- HIPAA compliance
Timeline
Insurance Verification Specialist
Walgreens Specialty Pharmacy
07.2024 - Current
Remote Patient Services Representative
Thomas Eye Group
07.2019 - 03.2024
Receptionist
Perimeter Eye Care, LLC
02.2018 - 06.2019
Customer Care Consultant
Arise
06.2011 - 09.2017
High School Diploma -
Olympia High School