Keri McClellan
Tallahassee,FL
Summary
I desire a challenge that will eventually turn into a normal routine, testing me on a daily basis, while providing quality customer services in-sync. I like a steady flow of work that is relative to a fast-paced schedule.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Review Specialist
Agency For Health Care Administration
Tallahassee, Florida
08.2024 - Current
- Operations Review Specialist for the Office of Fair Hearings.
- Liaison for the Medicaid Hearing Unit.
- Verified each case being transferred from the Medicaid Hearing Unit for accuracy, and assisted in correcting any issues with data or case information missing from the system.
- Created and maintained spreadsheets, and developed administrative reports.
- Mailed legal documents to recipients for the hearing officers.
- Managed incoming and outgoing mail, emails, filing, and meeting coordination.
- Assist the administrative supervisor with inbound and outbound calls.
- Assist hearing officers and administrative staff with technical issues.
- Identified operational and performance issues, and worked with the administrative supervisor and department chief to resolve concerns.
4-40 Customer Service Sale Associate
Allstate Insurance Company
Tallahassee, FL
02.2018 - 06.2024
- Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
- Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
- Analyzed customer needs and provided best options, upselling products and services.
- Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.
- Improved data collection accuracy by structuring systems for desktop spreadsheets.
- Exceeded team goals by partnering with staff to share and implement best practices.
Administrative Assistant
Agency for Health Care Administration
Tallahassee, FL
01.2017 - 02.2018
- Administrative Assistance for the Office of Fair Hearings.
- Liaison for the Medicaid Hearing Unit.
- Verified each case being transferred from the Medicaid Hearing Unit for accuracy and assisted in correcting any issues with data or case information missing from the system.
- Created and maintained spreadsheets and developed administrative reports.
- Worked with office manager and department chief with development of the departments office procedure manual.
- Worked directly with the IT development team to help design the departments FACTR case tracking system for accurate transfer of case information from the Medicaid Hearing Unit and assisted with after hours beta testing when needed.
- Mailed legal documents to recipients for the hearing officers.
- Managed conference calls by documenting participant details.
- Created PowerPoint presentations used for our departments progress.
- Created statistical reports for the department chief and secretary related to types of cases being received and outcomes.
- Managed incoming and outgoing mail, filing and meeting coordination.
- Assisted hearing officers with technical issues and FLMMIS information.
File Maintenance Healthcare Representative III
Hewlett Packard Enterprise
Tallahassee, FL
05.2015 - 01.2017
- Perform a variety of task within the file maintenance unit including but not limited to, Medicaid unborn activation request, family planning waivers, health organization management (HMO) updates, State Medicaid Managed Care (SMMC) segments, and primary medical provider (PMP) assignment plans within the file maintenance unit under the Florida Title XIX Medicaid account.
- Coordinate with state agencies to ensure system changes to recipient files and Medicaid procedure code fee-for-schedule max fees for the Medicaid program were accurately entered and updated into the Florida Medicaid Managed Information System (FLMMIS).
- Perform thorough research and analysis to resolve any issues related to Medicaid recipient benefit plans and personal demographics.
- Perform any additional job tasks or functions as assigned by immediate supervisor within a timely manner.
- Operated document scanner as assigned by leadership to prepare assignment delegation to staff members.
- Successfully issued written correspondence to Medicaid providers to resolve incomplete form data and process rejections statements via return to provider letters within a timely manner.
Member Service Representative
Aerotek
Tallahassee, FL
06.2014 - 03.2015
- I worked as a temporary Member Service Clerk I for Talquin Electric Cooperative. Maintained the front desk and reception area in a neat and organized fashion. Set up new member accounts, processed payments and maintained the daily deposit.
- Dispersed incoming mail to correct recipients throughout the co-op. Made copies, sent faxes and handled all incoming and outgoing correspondence. Organized files, faxed membership application and scanned documents.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Routinely worked in the call center to assist members with personal concerns, billing questions, and properly directed inbound calls in phone queues to improve call flow.
Receiving Clerk
Numismatic Guaranty Corporation
Sarasota, FL
10.2013 - 06.2014
- Promoted inventory accuracy and proper records management by comparing shipment contents with paperwork.
- Collaborated with carrier representatives to determine receipt methods and make special delivery arrangements.
- Communicated with coin dealers and collectors via phone and email with questions and changes with their orders.
- Prepared special orders for the coin graders.
- Stored all coins in the vault daily.
Server
First Watch Restaurants Inc.
Sarasota, FL
07.2010 - 02.2014
- Managed closing duties, including restocking items and reconciling cash drawer.
- Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.
- Operated POS terminals to input orders, split bills and calculate totals.
Preschool Lead Teacher
A Little Heavens Academy
Tallahassee, FL
05.2005 - 03.2009
- Created and implemented developmentally appropriate curriculum addressing all learning styles.
- Organized and led activities to promote physical, mental and social development.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Openly exchanged ideas and materials with co-workers.
- Communicated with parents regularly to maintain student progress, schedule meetings and increase overall student happiness.
Education
High School Diploma -
Leon High School
Tallahassee01-2006
Associate of Arts -
Tallahassee Community College
Tallahassee, FLSkills
- Meticulous attention to detail
- Time management
- Professional and mature
- Filing and data archiving
- Invoice processing
- 10 key data entry
- Proficient in Word & Excel
- Dedicated team player
- Computer-savvy
- Proficient in Outlook
- Customer service-oriented
- Multi-line phone proficiency
- Organized
- Resourceful
- Critical thinker
Certification
- 4-40 Customer Representative - #W502144 - Florida Department of Financial Services
References
- Laura Gallagher - (850) 412-3634 - Laura.Gallagher@ahca.myflorida.com - AHCA
- Kevin Szortyke - (850) 688-8608 - Allstate Insurance
- Tara Smith - (850) 766-4042 - Allstate Insurance
- Mary Clemmons-Haire - (850) 412-3673 - Mary.Haire@ahca.myflorida.com - AHCA
- Christina Moreau - (850) 219-4715 - cmoreau@aerotek.com - Aerotek
Timeline
Operations Review Specialist
Agency For Health Care Administration
08.2024 - Current
4-40 Customer Service Sale Associate
Allstate Insurance Company
02.2018 - 06.2024
Administrative Assistant
Agency for Health Care Administration
01.2017 - 02.2018
File Maintenance Healthcare Representative III
Hewlett Packard Enterprise
05.2015 - 01.2017
Member Service Representative
Aerotek
06.2014 - 03.2015
Receiving Clerk
Numismatic Guaranty Corporation
10.2013 - 06.2014
Server
First Watch Restaurants Inc.
07.2010 - 02.2014
Preschool Lead Teacher
A Little Heavens Academy
05.2005 - 03.2009
High School Diploma -
Leon High School
Associate of Arts -
Tallahassee Community College
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