Kenzie Beedles
Norfolk,VA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sentara Health Plan
Norfolk, VA
01.2024 - 12.2025
- Answering inbound calls from patients regarding billing questions and concerns.
- Verifying eligibility and explaining coverage details.
- Processing claims, coding, and addressing claim status inquiries.
- Assisting with payment plan setup and resolving outstanding balances.
- Screening patients for potential financial assistance programs
- Updating patient information and account details accurately.
- Navigating internal systems to retrieve patient information and billing records.
- Resolving customer complaints and escalating issues when necessary.
- Providing clear and concise explanations of medical billing procedures
Customer Care Representative
NexRep
Remote
12.2022 - 12.2023
- Demonstrated active listening and focused on my customers’ needs with empathy while maintaining call control and applying de-escalation techniques.
- Processing claims, coding, and addressing claim status inquiries.
- Exercised good judgment and independent decision making based on thorough research performed on each call. Responded to customers’ inquiries and requests via phone, email, and chat in accordance with HIPAA policies and compliance with company guidelines.
- Adhered to verification standards and promoted trust in the brand by providing accurate information.
- Data entry processed data by entering it into our computer systems for the organization and management purposes.
- Utilized multiple systems simultaneously to resolve customers issues and notate their accounts.
- Promoted a positive, all-inclusive environment in my relations with management and peers.
- Exhibited responsible use of company property in a remote environment.
- Exceeded quantitative performance metrics while providing excellent customer service. Successfully completed CBTs and various training protocols.
Call Center Representative
Hampton Roads Community Health
Remote
09.2021 - 04.2022
- Researched patients accounts to provide solutions related to their appointments, and the patient portal.
- Data entry processed data by entering it into our computer systems for the organization and management purposes.
- Fielded complaints and queries, de-escalated concerns with a friendly, empathetic tone.
- Documented conversations with patients to track requests and escalate as needed. Used internal software to update demographics.
Customer Service Representative
Everise
Remote
09.2020 - 09.2021
- Provided excellent customer service remotely to a variety of customers when discussing their inquiries and complaints.
- Applied de-escalation strategies and call control techniques to prevent call transfers.
- Processing claims, coding, and addressing claim status inquiries.
- Promoted the company’s brand by informing customers of special opportunities and company offers.
- Discussed billing procedures, processed payments, and initiated payment plans.
- Documented each call using various databases. Fulfilled CBT requirements.
- Data entry processed data by entering it into our computer systems for the organization and management purposes.
Education
High School Diploma - Health Care Administration
Armstrong High School
Richmond, VA06.2018
Skills
- Health Care Experience
- Effective client relations expertise
- HIPAA compliance knowledge
- Electronic health record management
- Medical Claims Processor (Medicaid, Medicare, Commercial)
- Experience in medical coding and billing
- Proficient in CRM systems
- Strong communication abilities
- Medical terminology
- Call center experience
- Data entry expertise
- Experienced in Excel, Word, PowerPoint, Access, Teams, and SharePoint
Certification
- CPR Certification
- Driver's License
Timeline
Customer Service Representative
Sentara Health Plan
01.2024 - 12.2025
Customer Care Representative
NexRep
12.2022 - 12.2023
Call Center Representative
Hampton Roads Community Health
09.2021 - 04.2022
Customer Service Representative
Everise
09.2020 - 09.2021
High School Diploma - Health Care Administration
Armstrong High School