Kendra Burns
Dallas,Texas
Summary
I am a Customer Service Specialist obtaining 15+ years experience of working in a call center/ office environment- expert knowledge of working well with clients and currently pursuing a career in the corporate industry.
Overview
16
16
years of professional experience
Work History
Receptionist/ Scheduler
Silverline Healthcare
10.2021 - 07.2024
- Schedule appointments using Epic and Vision system databases
- Answer calls prior to clients and family inquiries
- Registered, entered client demographics and performed office/clerical duties
- Communicated changes/reports to nurses following protocol
- Transferred calls to appropriate departments, referred clients to specific Doctors
- Monitored patient data information with confidential procedures
- Followed appropriate standard procedures and guidelines for operating and maintaining client information
- Prepared client paperwork and assigned duties ordered by doctors plan or care.
Member Service Rep
Molina Healthcare
02.2020 - 09.2021
- Receive inbound calls for members regarding health plan
- Obtain Eligibility and Benefit info to Providers/ Health Facilities
- Process claims for members and assist with Explanation of Benefits
- Provide service and support to members
- Process/Create grievances and appeals for members
- Create escalations on members accounts
- Transfer calls to specific departments.
Data Entry Clerk Customer Service Rep
Dallas County Health and Human Services
04.2017 - 02.2020
- Scheduling appointments for clients
- Answer and transfer phone calls to specified departments
- Perform and process work orders, as assigned
- Faxing, collecting and submitting utility bills to assigned case workers
- Filing and updating accounts, obtain copies of bill statements
- Processed orders and received documents via fax and email
- Authorize pledges on delinquent accounts.
Administrative Assistant
Grace Healthcare, Inc.
09.2012 - 03.2017
- Organize proper paperwork including orientation/training of personnel on proper skill sets/ modules meeting all clerical/office requirements related to specific task
- Greeted patients, input data, complete medical records, collect information about patients care/conditions, keep reception area clean neat and organized
- Answer incoming calls from patients pertaining to appointments/general inquiries
- File paperwork fax and check emails frequently.
Financial Service Rep
Capital One Bank
01.2009 - 08.2012
- Banking knowledge prior to checking, saving and claim inquiries, issue stop payments on accounts
- Authorize/activate debit or credit cards receive and transfer calls to departments
- Assist customers with bank card issues, upsell products and services
- Create new accounts assist with online banking, bill pay, check tracing
- Refer customers to specific branch by navigating through location
- Assist customers to service issues, de-escalate caller issues, problem solve disputes and place credits on accounts.
Education
Business Management Certification Online Course -
American Public University
01.2019
General Studies -
Eastfield College
Mesquite, Texas01.2010
High School Diploma -
Lake Highlands High School
Dallas, Texas01.2008
Skills
- Financial Banking-Accounts, Credit Cards, Billing, Call Center
- Medical Databases-QNXT, Med Tech CRM Detailed oriented, Adaptability, Problem Solver and Telecommunication skills
- Telephone Etiquette, Clerical/Office- Fax/Copy Machines, Phone and Email
- Microsoft Office: Excel PowerPoint, Word, Access, Outlook proficiency and ability to operate multiple screens and software programs at once
- Ability to maintain confidentiality, Team Player, Build rapport with customers
- 10- Key Data Entry/Filing/Typing 50 wpm
- Multi-Tasker- able to navigate through different assignments/system database
- Analytical skills, Critical thinker, Maintain Professionalism
References
Available Upon Request
Timeline
Receptionist/ Scheduler
Silverline Healthcare
10.2021 - 07.2024
Member Service Rep
Molina Healthcare
02.2020 - 09.2021
Data Entry Clerk Customer Service Rep
Dallas County Health and Human Services
04.2017 - 02.2020
Administrative Assistant
Grace Healthcare, Inc.
09.2012 - 03.2017
Financial Service Rep
Capital One Bank
01.2009 - 08.2012
Business Management Certification Online Course -
American Public University
General Studies -
Eastfield College
High School Diploma -
Lake Highlands High School
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