KENNEDI MERCER
Indianapolis,IN
Summary
Knowledgeable patient advocate that is highly effective at satisfying patient’s needs while eliminating unnecessary hospital burdens. Broad knowledge of healthcare services and levels of care, financial options and insurance coverage scope. Known for working positively with care team members to reach creative solutions.
Overview
6
6
years of professional experience
Work History
Patient Care Advocate
Cigna Insurance Company
08.2020 - Current
- Maintained confidentiality of patient data and condition to safeguard health information.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Connected patients with available community and charitable resources.
- Resolved problems with communication and billing to foster seamless services.
- Reviewed each step of patient care and made proactive adjustments to avert issues.
Customer Care Representative| Digital Engagement
Delta Faucet
02.2020 - Current
- Point-of contract for customers regarding issues/ complaints about Delta products
- Troubleshoot with customers via phone, text message and email
- Send how-to videos on manually repairing parts
- Acquire sales on kitchen, bathroom parts, and fixtures
Loan Associate
Navient Loan Center
02.2019 - 09.2019
- Liaise with management team regarding customer inquiries and escalations
- Promote visibility of organization to clientele
- Communicate with customers regarding loan options and negligent payments
Cashier / Restaurant Team Member
Chipotle Mexican Grill
09.2018 - 01.2019
- Supported the preparation and distribution of meals to customers
- Organized and oversaw food packaging
- Maintained sanitary and hygienic workspace
- Assisted in the preparation of customer food orders
Front Desk Associate
Planet Fitness
05.2017 - 08.2017
- Enrolled guests in comprehensive gym and fitness plans
- Resolved customer inquiries regarding memberships and cancellations
- Communicated with management regarding escalation of inquiries
- Conducted facility tours to new guests
Education
Indiana State University
Terre Haute, INSkills
- Professional
- Administrative Support
- Adobe Creative Cloud
- Cash Handling
- Customer Service
- Event Planning
- Microsoft Office Suite
- Operations Management
- Orientation & Training
- Problem Solving
- Project Management
- Verbal Communication
- Written Communication
- Patient Issue Resolution
- Quality Assurance
- Patient Information Management
- Legal Compliance
- Benefits Verifications
- Insurance Understanding
- Claims Handling and Coverage Verification
- Insurance Verification
- Billing Issue Resolution and Support
- Health Information Access Management
Timeline
Patient Care Advocate
Cigna Insurance Company
08.2020 - Current
Customer Care Representative| Digital Engagement
Delta Faucet
02.2020 - Current
Loan Associate
Navient Loan Center
02.2019 - 09.2019
Cashier / Restaurant Team Member
Chipotle Mexican Grill
09.2018 - 01.2019
Front Desk Associate
Planet Fitness
05.2017 - 08.2017
Indiana State University
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