Kendall Caver
Birmingham,AL
Summary
Experienced Professional with extensive experience in Leadership, Tech Support, Customer Service, Claims and Data Entry. Proven to be able to handle a high volume of tasks and aiming to obtain a position in a field where my skills will be applied and there are opportunities to grow.
Overview
2
2
years of professional experience
Work History
Technical Customer Service Representative
Conduent, Remote
09.2023 - Current
- Provide the right experience to customers for billing, repair, retention and sales inquiries or interactions
- Troubleshoot and resolve technical problems and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience
- Follow established troubleshooting procedures, including use of appropriate resources and desktop tools
- Produces work order according to established business rules
- Effectively work to build a consultative relationship with the customer to create understanding and resolve all issues
- Sets clear expectations by providing accurate information and transparent communication
- Uphold a strong work ethic, maintaining self-discipline while working without close supervision.
- Communicates and explains account information to the customer with focus on doing everything in your power to resolve an issue while instilling confidence and trust
- When appropriate, follow established escalation procedures to expedite prompt resolution.
Healthcare Customer Service Representative
UnitedHealth Group
04.2023 - 08.2023
- Answered phones to respond to all inquiries made by patients, vendors, insurance companies and other medical facilities
- Independently researched and navigated various documents and databases to accurately process medical, supplemental, or dental claims in compliance with established guidelines
- Screened and routed patient calls to other departments efficiently, ensuring accurate registration, appointment scheduling and follow-up appointment scheduling in the database
- Responded to patient’s questions and needs by editing, canceling and rescheduling appointments as necessary according to clinic protocols
- Reviewed physician schedules regularly to maximize capacity and verify correct scheduling
- Identified discrepancies, errors, or missing information and utilize multiple computer applications simultaneously
- Reviewed and verified other insurance coverage information in submitted claims, evaluating authorizations for accuracy
- Analyzed account benefit plans to ensure claims align with coverage and policies
Resolution Desk Supervisor
Sitel, Remote
12.2022 - 04.2023
- Managed the help desk team and evaluated performance
- Ensured customer service was timely and accurate on a daily basis
- Recruited, trained and supported help desk representatives and technicians
- Contributed to improving customer support by actively responding to queries and handling complaints
- Established best practices through the entire technical support process
- Developed daily, weekly and monthly reports on the help desk team’s productivity
- Provided customer feedback to the appropriate internal teams, like product developers
- Answered questions regarding Identity protection coverage.
Care Coordinator
Aspire at Cahaba River
07.2022 - 12.2022
- Collaborated with a registered nurse on developing a patient’s care plan
- Developed and maintained competencies as delegated by a registered nurse, including sterile dressing changes
- Maintained the safety of patients who have been identified at risk for preventable injury by the implementation of nursing safety interventions or the use of protective devices/equipment under the supervision of the registered nurse
- Reported all patient activity to the registered nurse in a timely manner
- Documented information by maintaining daily logs and equipment record books
- Utilized computer/handheld devices for documentation.
Order Fulfillment Specialist
Walmart, Remote
04.2022 - 07.2022
- Received and fulfilled orders in a timely, efficient manner
- Tracked all orders via delivery software, finalized the work order and updated the database
- Noted inventory levels and alerted supervisors to potential issues
- Dropped off merchandise to stores and stocked aisles
- Answered phone calls, processed returns, and provided online customer service
- Offloaded delivery trucks transporting merchandise into the warehouse
- Confirmed merchandise information matches that of the work order
- Inspected the merchandise for damage, flaws, and irregularities.
Education
High School Diploma -
Gardendale High School
Gardendale, ALSkills
- Communicative, Time Management and Organization
- Record-Keeping, Money Handling and Data-Entry
- Strategic, Critical Thinking and Complaint Resolution
- Software Programs/Technology (Outlook, Teams, MSO EMR)
- Account Management, Sales Expertise and Operations
- Documentation, Reporting and Presentation
- Knowledge of CPT/ICD-10 codes and Health Insurance Claims
- Proficiency in Navigating Multiple Computer Applications
Timeline
Technical Customer Service Representative
Conduent, Remote
09.2023 - Current
Healthcare Customer Service Representative
UnitedHealth Group
04.2023 - 08.2023
Resolution Desk Supervisor
Sitel, Remote
12.2022 - 04.2023
Care Coordinator
Aspire at Cahaba River
07.2022 - 12.2022
Order Fulfillment Specialist
Walmart, Remote
04.2022 - 07.2022
High School Diploma -
Gardendale High School
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