Summary
Overview
Work History
Education
Skills
Timeline
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Kendra Caudle

Raleigh,NC

Summary

Experienced customer service professional with a strong background in the healthcare call center industry. Collaborative team player known for positive and friendly demeanor, adept at building strong connections with clients. Committed to ensuring customer satisfaction and driving company success. Specializes in quality, efficiency, and process optimization. Dynamic and goal-oriented individual with a genuine passion for fostering relationships, nurturing partnerships, and driving business growth.

Overview

10
10
years of professional experience

Work History

Customer Service Representative II

R1 RCM
07.2023 - Current
  • Researched accounts to ensure all insurance benefits were billed and exhausted, reducing outstanding balances.
  • Delivered high-quality customer service, handling 50+ inbound and outbound calls daily with 95% accuracy.
  • Reviewed and interpreted patient statements, balances, and client contractual agreements.
  • Verified insurance coverage, initiated billing, and adhered to industry benchmarks for efficiency.
  • Utilized skip-tracing tools to locate patient accounts and optimize account resolution.
  • Managed high levels of call flow and responded to technical support needs.
  • Utilized problem-solving skills to address customer complaints.

Customer Assistance Specialist

PPD
06.2020 - 06.2022
  • Resolved customer inquiries efficiently, maintaining a 90%+ resolution rate on first contact
  • Kept up-to-date with product and service changes to provide accurate assistance
  • Assisted 50+ customers daily via phone and email, handling billing inquiries and service concerns.
  • Responded to customer requests for products, services, and company information.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.

Reimbursement Specialist

Aerotek
11.2019 - 01.2020
  • Validated patients' billing and insurance information, reducing processing errors by 20%
  • Conducted outbound calls to private insurers to verify patient coverage and benefits.
  • Prevented delays and claim denials by correcting information prior to submission.
  • Followed up on denied and unpaid claims to resolve problems and obtain payments.
  • Audited and corrected billing and posting documents for accuracy.

Front End

Chick-fil-A
06.2015 - 10.2019
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
  • Organized and detail-oriented with a strong work ethic.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Addressed customer needs and made product recommendations to increase sales.
  • Greeted customers entering store and responded promptly to customer needs.

Education

High School Diploma -

Needham Broughton High School
Raleigh, NC
06.2015

Skills

  • Fast Typing Skills
  • Skilled in Office Technology Use
  • Clear Communication Proficiency
  • Effective Follow-Up Strategies
  • Conflict Resolution
  • Call Tracking System
  • Payment Transactions
  • Claims Performance Monitoring
  • Customer Support Expertise
  • Conflict Resolution Skills
  • Adaptability Skills
  • Experience with CRM Software
  • Effective Multitasking
  • Analytical Decision-Making
  • Data Input Proficiency
  • Experience with EPIC Systems
  • MEDITECH Software Expertise

Timeline

Customer Service Representative II

R1 RCM
07.2023 - Current

Customer Assistance Specialist

PPD
06.2020 - 06.2022

Reimbursement Specialist

Aerotek
11.2019 - 01.2020

Front End

Chick-fil-A
06.2015 - 10.2019

High School Diploma -

Needham Broughton High School

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Kendra Caudle