KENIJA ARMSTRONG
Nashville,Tennessee
Summary
Focused professional with experience in customer service, maintenance scheduling, and documentation. Frequently praised as efficient by peers, I can be relied upon to help your team achieve its goals. Organized professional offers experience in delivering quality healthcare services in compliance with regulations. Proven ability to successfully manage operations and personnel in a fast-paced environment. Skilled in budgeting, forecasting, and cost-reduction strategies. Experienced in developing and executing policies and procedures.
Skilled Connector with solid experience in creating and nurturing valuable business relationships. Strengths lie in strong communication skills, networking, and strategic planning abilities. Demonstrated ability to foster connections between organizations leading to mutually beneficial outcomes. Committed to facilitating meaningful interactions that promote growth and opportunity for all parties involved.
Overview
8
8
years of professional experience
Work History
Customer Service Coordinator
Philips Healthcare
Nashville, Tennessee
11.2024 - Current
- Analyzed customer feedback to identify areas for improvement in products and services.
- Developed relationships with customers to ensure satisfaction.
- Collaborated with other departments to resolve complex customer issues quickly.
- Update doctors and hospitals on estimated time arrivals for medical equipment Provide shipping
- Provide Po’s for hospitals
- Update costumers through email or phone regarding medical equipment
- Prepared customer orders, including selecting, packing, and labeling merchandise for shipment or delivery.
- Organized client profiles within company database system to track purchase history and preferences.
MA Health Connector
Accenture
Nashville
07.2024 - 10.2024
- Assisted in the development of plans to increase customer engagement and loyalty.
- Processed paperwork related to benefit determinations within established timelines.
- Advised clients about their rights and responsibilities under applicable laws and regulations.
- Followed up with clients to ensure timely renewal of benefits or services.
- Reviewed applications to determine eligibility for government benefits.
- Verified applicant's income, assets and other information needed to establish eligibility.
- Assisted applicants in completing forms and provided guidance on the application process.
- Assisted customers with the enrollment process for health insurance programs.
- Provided customer service and support to clients regarding their health insurance plans.
Medicaid Customer Service Representative
Accenture
Nashville, Tennessee
08.2023 - 07.2024
- Assisted member with renewing and applying for Medicaid benefits
- Assisted with reporting changes
- Assisted with choosing health plans
- Answered incoming calls from Medicaid beneficiaries, providing them with information regarding their benefits.
- Assisted customers in navigating the Medicare website, helping them to find the resources they needed.
- Resolved customer complaints and concerns in a timely manner.
Care Coordinator
CareBridge
Nashville, TN
09.2022 - 08.2023
- Identified potential barriers that could impede successful outcomes for clients and developed strategies to mitigate them
- Demonstrated excellent communication skills while interacting with clients, families and other healthcare professionals
- Utilized problem solving techniques to resolve challenging situations in a timely manner
- Organized and managed caseloads to ensure timely completion of goals and objectives
- Engaged clients through conversation and companionship, promoting independence and meeting social requirements.
The Care Coordinator
Monogram Health, Inc
Nashville, TN
02.2022 - 09.2022
- Is given a list of referrals from the health insurance company to call and schedule in home appointments for members with kidney disease
- Needs can be anywhere from assisting with transportation, prescription consolidation, dialysis / connecting with a doctor, nutrition, & anything up to helping with quality of life in member's home
- Estimated 100 outbound calls per day
- Scheduling in-home appointments with members
- Utilizes Salesforce to properly document member information and details of confirmed appointments.
Engagement Specialist
Accenture
Nashville, TN
11.2020 - 01.2022
- Explained program requirements in detail to potential participants and answered their questions about the application process
- Answered applicants' questions about benefits and claim procedures
- Developed a working knowledge of all relevant state and federal laws governing public assistance programs
- Compiled, recorded, and evaluated personal and financial data to verify completeness and accuracy and to determine eligibility status
- Interpreted and explained information such as eligibility requirements, application details, payment methods, and applicants' legal rights.
Shift Manager
Care at Home
Nashville, TN
11.2020 - 01.2022
- Initiated market research studies, and analyzed findings
- Trained staff members on best practices for improving the quality of customer service
- Collaborated with cross-functional teams to develop strategies for boosting engagement levels
- Conducted market research studies to understand customer needs and preferences
- Formulated, directed and coordinate marketing activities and policies to promote products and services, working with advertising, and promotion managers.
Cashier
Wendys
Lebanon, TN
01.2019 - 03.2020
- Addressed customer complaints and resolved conflicts
- Trained and supervised new staff members
- Maintained a safe work environment by enforcing company policies and procedures
- Ensured compliance with food safety regulations and quality standards
- Led and directed team members on effective methods, operations and procedures
- Established and maintained positive and professional employee relationships
- Provided guidance and support to shift teams, ensuring all tasks were completed on time and efficiently.
Cashier
McDonald's
Nashville, TN
05.2017 - 01.2019
- Operated cash register and accurately processed payments, returns, and exchanges
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
Bagger
Kroger
Nashville, TN
05.2017 - 01.2019
- Assisted customers with loading their merchandise into vehicles when needed
- Successfully handled multiple tasks simultaneously in a fast-paced environment
- Followed instructions from supervisors regarding specific customer packaging requirements
- Placed customer purchases into bags, maximizing space while avoiding overloading
- Provided friendly, courteous customer service at all times
- Collected empty carts from parking lot and around store to return to cart corral.
Education
Associate in Applied Science (A.A.S.) in Early Childhood Education (AECE) -
Volunteer State Community College
Gallatin, Tennessee05.2027
High school diploma -
Lebanon High School
Lebanon, US05.2019
Skills
- Leadership
- Databases
- Office Administration
- Team Management
- Management
- Microsoft Excel
- Insurance eligibility
- Care coordinator
- Health care coordinator
- Marketing knowledge
- Clinical Support
- Patient Care Coordination
- Insurance Verification
- Medical Terminology
- Telephone Etiquette
- Knowledgeable in [Software]
- Healthcare Team Collaboration
- CRM software
Timeline
Customer Service Coordinator
Philips Healthcare
11.2024 - Current
MA Health Connector
Accenture
07.2024 - 10.2024
Medicaid Customer Service Representative
Accenture
08.2023 - 07.2024
Care Coordinator
CareBridge
09.2022 - 08.2023
The Care Coordinator
Monogram Health, Inc
02.2022 - 09.2022
Engagement Specialist
Accenture
11.2020 - 01.2022
Shift Manager
Care at Home
11.2020 - 01.2022
Cashier
Wendys
01.2019 - 03.2020
Cashier
McDonald's
05.2017 - 01.2019
Bagger
Kroger
05.2017 - 01.2019
Associate in Applied Science (A.A.S.) in Early Childhood Education (AECE) -
Volunteer State Community College
High school diploma -
Lebanon High School