Open To Work
Kenya Ferrell
Andalusia
Summary
Dedicated healthcare customer service professional with a strong track record in Medicare program support. Consistently delivers high-quality member assistance, achieving a 95% first-contact resolution rate. Proven ability to enhance customer experiences while ensuring compliance with healthcare regulations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CaLLogix
Bedford
08.2025 - Current
- Handle high-volume inbound calls addressing billing questions, eligibility verification, benefits explanations, and claims inquiries.
- Assist Medicare beneficiaries with understanding and comparing coverage options including MAPD, Medex, Medex Plus Dental, and Dental 65 plans.
- Utilized BlueView, RTMS, and internal systems to efficiently access member records and document interactions, ensuring accurate member support.
- Maintain strict compliance with HIPAA, CMS guidelines, and healthcare privacy regulations.
- Supported Blue Cross Blue Shield of Massachusetts programs, enhancing understanding of Medicare Education Program (MEP), Commercial Employer Plans (CEP), and Phone Enrollment (PE).
Chat Support Agent
Foundever
04.2024 - 07.2025
- Handled 75+ daily customer interactions, ensuring 98% accuracy in CRM documentation.
- Resolved customer inquiries efficiently through live chat support, achieving high quality metrics.
- Maintained professionalism and composure during high-volume service periods, enhancing customer satisfaction.
Customer Care Agent
Everise
01.2021 - 01.2024
- Handled inbound calls and email support achieving a 95% first-contact resolution rate.
- Collaborated with quality assurance teams to enhance call scripting, contributing to improved customer satisfaction scores.
- Maintained detailed Salesforce documentation, ensuring compliance with standards and supporting accurate customer interactions.
Pharmacy Technician
Rite Aid
Andalusia
01.2015 - 01.2018
- Supported pharmacists in high-volume prescription processing, ensuring 99% accuracy.
- Processed prescription orders accurately and efficiently for customer pickup.
- Assisted pharmacists in preparing and dispensing medications to patients.
- Managed medication inventory, ensuring stock levels met pharmacy demands.
- Answered medication questions and resolved pharmacy concerns to enhance patient support.
Customer Service Representative
Sitel
Andalusia
01.2013 - 01.2015
- Handled 100+ inbound calls per shift, resolving billing and account inquiries to enhance customer experience.
- Ranked among top performers in customer satisfaction and service quality, contributing to overall team success.
- Resolved customer complaints through effective communication and problem-solving.
- Assisted customers with inquiries and provided product information.
- Processed orders and managed returns using internal systems efficiently.
Education
B.A. - Psychology
Post University
Waterbury, CT01-2023
B.S. - Psychology, Organizational Behavior
Colorado Technical University
Colorado Springs, CO01-2019
A.S. - General Studies
Lurleen B. Wallace Community College
Andalusia, AL01-2017
High School Diploma -
Straughn High School
Andalusia, AL01-2013
Skills
- Healthcare Call Center Operations
- Member Services & Customer Support
- Enrollment support
- Benefits & Claims Explanation
- Claims processing
- Medicare Advantage (MAPD) Support
- Medicare Supplement (Medex) Knowledge
- HIPAA & CMS Compliance
- Salesforce CRM
- BlueView & RTMS Systems
- First Call Resolution
- Customer account management
- Follow-up skills
- Conflict De-escalation
- Remote collaboration
Certification
- HIPAA Certification - Protected Health Information Compliance
- CMS Certification - Centers for Medicare & Medicaid Services Compliance
- BCBSMA Compliance Certification - Blue Cross Blue Shield of Massachusetts
- Insider Threat Certification - Security & Data Protection Awareness
Personal Information
Title: Customer Service & Medicare Enrollment Specialist
Remote
True
Remote Work Environment
Fully equipped home office with dual-monitor workstation, reliable high-speed internet, and a distraction-free workspace. Experienced collaborating through Slack, Microsoft Teams, Zoom, and other remote productivity tools while maintaining disciplined workflow management.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$17/hr - $1000/hrTimeline
Customer Service Representative
CaLLogix
08.2025 - Current
Chat Support Agent
Foundever
04.2024 - 07.2025
Customer Care Agent
Everise
01.2021 - 01.2024
Pharmacy Technician
Rite Aid
01.2015 - 01.2018
Customer Service Representative
Sitel
01.2013 - 01.2015
B.A. - Psychology
Post University
B.S. - Psychology, Organizational Behavior
Colorado Technical University
A.S. - General Studies
Lurleen B. Wallace Community College
High School Diploma -
Straughn High School