Kenyetta Thompson
GA
Summary
Results-driven professional with extensive experience in customer service. Known for strong interpersonal skills and problem-solving abilities, consistently achieving high satisfaction ratings through effective issue resolution and personalized care.
Overview
8
8
years of professional experience
Work History
Patient Care Representative
Emerge
Remote
10.2025 - Current
- Managed patient inquiries on medical prescriptions and statuses across various communication channels to ensure timely assistance.
- Achieved average of 75 daily calls while responding to customer inquiries through chats, calls, and emails.
- Ensured compliance with HIPAA regulations during all patient interactions.
- Escalated customer issues to internal teams for prompt resolution, enhancing patient satisfaction.
- Gathered patient feedback on technical issues and relayed insights to account management and product teams.
- Researched solutions to clarify information and effectively address patient needs.
- Built strong relationships with patients by providing personalized and attentive service.
- Maintained detailed records of all customer interactions for future reference.
Customer service
Remx/ McKesson
Remote, United States
07.2025 - 10.2025
- Managed inbound calls from patients, providers, and pharmacies, providing accurate case status updates to enhance customer satisfaction.
- Collaborated with cross-functional teams to resolve customer issues promptly and effectively.
- Analyzed customer feedback surveys to identify trends and enhance customer experience.
- Organized and processed missing documentation requests via electronic fax, ensuring prompt resolution of cases.
- Maintained knowledge of commercial and Medicare Payer plans for accurate processing.
- Entered patient information from enrollment forms into internal systems, initiating timely case processing.
- Reviewed and faxed insurance claims while verifying billing codes.
- Ensured compliance with HIPAA regulations in all processes.
MEDICAID CUSTOMER SERVICE REPRESENTATIVE
Alorica
Remote
08.2024 - 04.2025
- Facilitated communication between medical professionals and insurers to verify patient eligibility.
- Partnered with medical professionals and insurance representatives to streamline patient eligibility verification, reducing processing time.
- Resolved prescription queries from patients and healthcare providers, enhancing service satisfaction.
- Delivered exceptional customer service by addressing patient inquiries, resulting in improved patient satisfaction and trust.
- Processed online prescription orders, ensuring prompt delivery to pharmacies.
- Efficiently managed high call volumes, ensuring timely resolution of inquiries.
- Handled high call volumes, ensuring timely resolutions while upholding service quality standards.
- Documented call interactions accurately in database, enhancing data accessibility.
- Analyzed caller data to identify recurring issues, facilitating process enhancements.
CALL CENTER, CUSTOMER SERVICE REPRESENTATIVE
Conduent
Remote
11.2023 - 08.2024
- Guided customers through Medicaid applications, providing updates and clarifying eligibility.
- Resolved customer inquiries on Medicaid and SNAP benefits using a computerized system for accuracy.
- Improved customer satisfaction by resolving concerns promptly and achieving performance targets.
- Fostered positive customer experience by actively listening to concerns and providing tailored solutions, enhancing service satisfaction.
- Streamlined inquiry resolution processes, reducing average handling time and contributing to improved customer satisfaction ratings.
- Documented interactions meticulously, adhered to call center protocols, and managed escalations to ensure effective resolution.
- Analyzed customer feedback trends to identify service improvement areas, resulting in targeted training initiatives for team members.
SEASONAL SELLING ASSOCIATE
Victoria Secret
Augusta, Georgia
11.2023 - 01.2024
- Achieved sales goals by building customer relationships and contributing to team success.
- Delivered outstanding customer service, boosting satisfaction and loyalty through effective issue resolution.
- Cultivated a welcoming environment by actively listening to customer needs, enhancing overall shopping experience and fostering loyalty.
- Maintained store operations, ensuring adherence to merchandising standards for optimal presentation.
- Executed operational tasks, ensuring compliance with merchandising standards to enhance overall store experience.
- Collaborated with team members to strategize on sales goals, contributing to improved team performance.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Home Depot
Remote
06.2021 - 09.2022
- Streamlined customer query resolution processes, enhancing response times and driving noticeable improvements in customer satisfaction scores.
- Resolved customer queries, boosting satisfaction and retention rates.
- Provided technical support, facilitating efficient product usage.
- Evaluated customer interaction metrics to identify trends, enabling targeted improvements and driving measurable gains in service efficiency.
- Analyzed customer feedback trends to inform training programs, resulting in substantial improvements in service delivery and product knowledge.
- Mentored peers, promoting skill growth and continuous improvement.
- Ensured data accuracy, maintaining high documentation standards.
TEMPORARY CORPORATE SPECIALIST
Corporate Temps
Atlanta, GA
12.2020 - 06.2021
- Partnered with cross-functional teams to optimize client onboarding processes, significantly reducing turnaround time for new accounts.
- Collaborated with healthcare teams to assess Medicare plan eligibility and streamline billing processes.
- Enhanced customer service by assisting with online tools on state website.
- Supported staff and management to ensure compliance with Georgia legal standards.
Patient Advocate
REMX
Remote
07.2018 - 09.2019
- Liaised with insurance companies to secure authorizations for medical procedures, enhancing patient care process.
- Scheduled patient appointments and verified insurance benefits to facilitate access to necessary services.
- Managed electronic medical records, ensuring patient confidentiality and compliance with HIPAA standards.
Education
CERTIFICATE - MEDICAL OFFICE
University of Phoenix
Phoenix, AZ/ Remote08-2021
High School Diploma -
Glenn Hills High
Augusta, Georgia05-2005
Skills
- Customer service and support
- Customer advocacy
- Time management
- Adaptability
- Computer proficiency
- Analytical thinking
- Conflict resolution
- Interpersonal skills
- Patient confidentiality
References
References available upon request
Timeline
Patient Care Representative
Emerge
10.2025 - Current
Customer service
Remx/ McKesson
07.2025 - 10.2025
MEDICAID CUSTOMER SERVICE REPRESENTATIVE
Alorica
08.2024 - 04.2025
CALL CENTER, CUSTOMER SERVICE REPRESENTATIVE
Conduent
11.2023 - 08.2024
SEASONAL SELLING ASSOCIATE
Victoria Secret
11.2023 - 01.2024
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Home Depot
06.2021 - 09.2022
TEMPORARY CORPORATE SPECIALIST
Corporate Temps
12.2020 - 06.2021
Patient Advocate
REMX
07.2018 - 09.2019
CERTIFICATE - MEDICAL OFFICE
University of Phoenix
High School Diploma -
Glenn Hills High