Kendra Griffin
Bixby
Summary
As a customer service professional, I bring valuable experience in addressing and resolving customer issues effectively. Known for my strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
14
14
years of professional experience
Work History
Patient Ambassador
Sono Bello
06.2022 - Current
- Welcome new patients via inbound call, outbound call, sms, live chat, and email to schedule a free consultation (no cold calling)
- Navigate multiple systems on PC efficiently
- Support existing patients by sending requests for follow up, warm-transferring to the center and fielding non-urgent, urgent, and emergent Medical Escalations to connect patients with center team members, clinicians, or an On-Call Surgeon
- Accurately capture and enter patient information with detailed notes within our CRM systems
- Adhere to compliance with call flow, candidacy, light medical screening questions, and all other Quality Assurance requirements
- Own the first impression of the patient journey
- Engage with patients, build rapport, and offer support in finding solutions by overcoming objections
- Collaborate with Leadership, Training and QA to stay updated on new services and policies
Flooring Installer
GC Flooring LLC
12.2017 - 02.2021
- Installing carpeting, hardwood floors, trims and bases to floors or other surfaces
- Inspecting, measuring and preparing surfaces to be covered
- Inspecting and repairing damaged floor coverings
- Estimating material and labor costs
Call Center Representative
Express Scripts
08.2016 - 10.2017
- Handle inbound calls and facilitate outbound calls from/to patients inquiring about their home delivery benefit
- Explain the advantages of home delivery prescription services (mail order)
- Identify patient needs and present savings and convenience of receiving medications via home delivery
- Accurately complete and document patient interactions and transactions in company databases
- Initiate calls and faxes to prescribers to obtain prescriptions on behalf of patients who agree to use home delivery
- Contact prescribers to create awareness of their patient’s request to fill their prescriptions via home delivery pharmacy and submit for processing
- Effectively manage a caseload of records to facilitate timely processing of home delivery prescription requests
- Researching claims issues, customer service, and answering inbound calls from members, providers, and insurance
Medical Billing Specialist
The Outsource Group
10.2013 - 06.2015
- Communicate directly with patients regarding their financial responsibility
- Document all calls timely and accurately in the patients’ account in the billing system
- Establish payment arrangements per company policy
- Manage outstanding self-pay accounts and status for management
- Perform insurance claim follow-ups for insurance denials and appeals
- Contact insurance companies to check eligibility and benefits via phone or online portals
- Assist with other billing/collection duties, as needed
Janitorial Worker
Gentry Cleaning Service
01.2011 - 10.2013
- Execute deep cleaning for Bank of America call center offices and branches, sanitize restrooms, offices, mop and vacuum floors, and perform window cleaning
- Oversee cleaning and sanitation facility cafeterias, kitchen equipment, tables, and surfaces
- Ensure adherence to local waste disposal and recycling regulations
Education
High School Diploma -
Hazelwood Central High
St. Louis, MO05-2009
Skills
- Data collection
- Detailing
- Customer service
- Phone etiquette
- Medical terminology
- Negotiation
- Professionalism and ethics
- Customer support
- Microsoft Office
- Sales
- Appointment scheduling
- Data entry proficiency
Languages
English
Full Professional
English
Native or Bilingual
Timeline
Patient Ambassador
Sono Bello
06.2022 - Current
Flooring Installer
GC Flooring LLC
12.2017 - 02.2021
Call Center Representative
Express Scripts
08.2016 - 10.2017
Medical Billing Specialist
The Outsource Group
10.2013 - 06.2015
Janitorial Worker
Gentry Cleaning Service
01.2011 - 10.2013
High School Diploma -
Hazelwood Central High
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