Keniqua Williams
Jacksonville,FL
Summary
Detail-oriented professional with over 6 years of customer service experience in remote environments. Proven ability to manage multiple phone queues and handle inbound/outbound calls effectively. Expertise in caseload resolution and problem-solving while adhering to Standard Operating Policies. Strong knowledge of HIPAA regulations and verification processes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Hearing Advocate
Brown & Brown Inc
Remote, FL
04.2024 - 10.2025
- Educated clients about disability application process by interviewing them to gather necessary information and empower them with knowledge.
- Ensured claims progressed swiftly through SSDI process by maintaining high-quality standards and meeting established goals and metrics.
- Efficiently completed all work on disability claims during the different stages of appeal.
- Achieved a 99% clearance rate of personal inventory within 2 weeks by implementing streamlined processes and prioritizing urgent claims.
- Exceeded goals of Net Promoter Score (NPS) of 98% within the last 4 months.
- Reviewed medical records and paystubs, gathering information on provider contacts, surgeries, procedures, medications, and applying knowledge of ICD-10 codes.
- Role - Client Advocate - 08/2024 to 03/2025
- Role - Advocate Liaison - 04/2024 to 08/2024
Customer Experience Associate 2
Conduent
Remote, FL
08.2023 - 02.2024
- Resolved 60+ customer queries through coordinated outbound calls, boosting customer satisfaction and retention.
- Researched and resolved issues preventing claim entry, ensuring timely system input and preventing processing delays.
- Coordinated with multiple departments on account management, ensuring timely and accurate entry of client queries and concerns.
- Achieved over 35 five-star Voice of the Customer surveys in the last month, showcasing exceptional service and communication skills.
- Aligned insurance information to enhance accuracy of benefit eligibility verification, achieving 15% reduction in errors and improving customer satisfaction.
Referral Specialist 1
Centene
Remote, FL
03.2022 - 03.2023
- Built team production reports and fast-tracked urgent requests, leading to a 20% reduction in claim entry processing time, improving overall workflow.
- Streamlined intake process by initiating authorization requests for outpatient and inpatient services, improving claim entry and processing efficiency.
- Maintained accurate data entry of initial client information while processing faxes and answering multiple phone queues, ensuring timely resolution.
Referral Specialist
Aston Carter
Jacksonville, USA
11.2021 - 03.2022
- Streamlined intake process by initiating authorization requests for outpatient and inpatient services, enhancing claim entry and processing efficiency.
- Maintained accurate data entry of initial client information while processing faxes and answering multiple phone queues within established standards, facilitating timely resolution.
- Managed multiple phone queues and processed incoming faxes, achieving established standards for response time.
- Contract for Centene
Claims Specialist
Aerotek [Faneuil]
Remote, FL
07.2021 - 09.2021
- Reviewed and processed unemployment claims, achieving a 95% accuracy rate within 3 months by implementing a detailed verification system.
- Achieved timely claim processing by utilizing established protocols and interview techniques, meeting 'first pay' goals within 3 months.
- Streamlined claim processing by utilizing automated systems, reducing entry time by 20% within 3 months.
- Enhanced communication with clients through calls and emails, improving information accuracy and reducing follow-up time within 3 months.
Intake Prep Imager 1
Acaria Health Pharmacy
Orlando, USA
09.2019 - 05.2021
- Assisted 50+ inbound calls using medical terminology knowledge, ensuring accurate prescription delivery entry and timely issue resolution.
- Entered data for 90 new and existing patient intakes, meeting daily deadlines with precise information.
- Coordinated benefits and adjudicated prescription claims electronically, ensuring compliance and accuracy.
Customer Service Representative 1
Salem Enterprise Solutions [AcariaHealth Pharmacy]
Orlando, FL
06.2019 - 09.2019
- Enhanced customer experience by proactively addressing service issues and providing tailored solutions, improving client retention and loyalty.
- Facilitated communication with clients regarding claim adjustments, ensuring clarity and transparency, strengthening client relationships.
Education
High School Diploma -
The Barack Obama Green Charter High School
Plainfield, NJ, USA06.2015
Skills
- Claims management
- Computer literacy
- Critical thinking
- Salesforce CRM
- Data entry
- Decision making
- Dependability
- Interpersonal skills
- Logical reasoning
- Medical terminology
- Attention to detail
- Microsoft Office Suite
- Problem solving
- Technical support
- Time management
- Verbal communication and written communication
Certification
Technical Support Fundamentals, Google, 08/01/23, Present
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hearing Advocate
Brown & Brown Inc
04.2024 - 10.2025
Customer Experience Associate 2
Conduent
08.2023 - 02.2024
Referral Specialist 1
Centene
03.2022 - 03.2023
Referral Specialist
Aston Carter
11.2021 - 03.2022
Claims Specialist
Aerotek [Faneuil]
07.2021 - 09.2021
Intake Prep Imager 1
Acaria Health Pharmacy
09.2019 - 05.2021
Customer Service Representative 1
Salem Enterprise Solutions [AcariaHealth Pharmacy]
06.2019 - 09.2019
High School Diploma -
The Barack Obama Green Charter High School