Keondra Anderson
Birmingham
Overview
7
7
years of professional experience
Work History
Patient Care Advocate
Cigna-Express Scripts
07.2024 - Current
- Handle customer service inquiries related to pharmacy benefits
- Assisting members in understanding and maximizing their pharmacy benefit, including discussing copays, deductibles, and formulary restrictions
- Working with other departments to address claims or mail order concerns
- Identify and escalate critical patient issues
- Investigate and resolve issues with prescriptions, such as prior authorizations or claim denials
- Entry of claims data and accurately record all patient interactions
- Capture, collect, and process patient payments
- Communicate with patients regarding their balance, including setting up payment plans and following up on outstanding balances
Credit Card Support Specialist
Regions
01.2022 - 07.2024
- Provides guidance to branch associates regarding bank products, credit cards, loans, lines of credit, services, operational policies/procedures, and transactions
- Provides Regions Connects support to Business Services, Commercial and Wealth Management associates
- Proactively identify opportunities for process/training improvement
- Maintains service and performance standards based on internal scorecard metric
- Assist with the activation, close/reissue of credit cards
- Assist with removing blocks from credit cards
Customer Experience Advocate
Protective Life Insurance
12.2020 - 01.2022
- Responsible for delivering customer satisfaction on every call received from Protective Life policyholders
- Effectively interpret the customer needs and provide service in an environment involving sensitive customer information
- Process policyholder's premium payment requests for billed premium payments
- Assist with policy changes such as beneficiary changes and address changes
- Submitted claims for beneficiaries
- Assisted beneficiary with claim documents or claim status
- Advised customers on outstanding claim documents and advised on claim status
- Provide accurate, quality and caring service in an efficient manner to policyholders
Remote Technical Support Representative
KellyConnect
08.2019 - 01.2021
- Provide support to resolve customer technology problems through a series of trouble shooting activities
- Resolve issues with username and passwords, data sharing & synchronization
- Assist with uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues
- Notating customers case of troubleshooting activities performed
Customer Service Representative
Satellites Unlimited
06.2018 - 05.2019
- Managing technician's daily routes
- Notating customer accounts
- Informing technicians of route changes
- Data entry
- Address customer or tech questions/concerns
- Answer inbound phone calls
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
05-2027
High School Diploma -
Shaw High School
06.2012
Skills
- Effective Problem Resolution
- Microsoft Windows Proficiency
- Effective Time Allocation
- Multitasking
- Patient care
- Real-Time Chat Support
- Claims Administration
- Collaborative Leadership
- Documentation
- Commercial Banking Knowledge
- Accurate Data Entry
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Patient Care Advocate
Cigna-Express Scripts
07.2024 - Current
Credit Card Support Specialist
Regions
01.2022 - 07.2024
Customer Experience Advocate
Protective Life Insurance
12.2020 - 01.2022
Remote Technical Support Representative
KellyConnect
08.2019 - 01.2021
Customer Service Representative
Satellites Unlimited
06.2018 - 05.2019
High School Diploma -
Shaw High School
Bachelor of Science - Business Administration
Southern New Hampshire University
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