KESHA DIETZ
Summary
Dynamic Independent Contractor with over two years of experience in client relations and customer service within the healthcare and insurance sectors, driving significant operational improvements and client retention. Proficient in leveraging Salesforce and Slack to enhance communication and streamline processes, ensuring a seamless customer experience. A strong advocate for problem-solving and empathetic interactions, consistently delivering tailored solutions that meet diverse client needs. Skilled in navigating complex issues, facilitating efficient resolutions, and maintaining high standards of compliance and documentation. Committed to fostering positive relationships and enhancing service delivery in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Case Analyst II
ASM Research
12.2025 - Current
- Managed documentation and data entry tasks, maintaining accuracy and adherence to HIPAA guidelines.
- Utilizes data analysis experience and skills for research, remediation, case management, and troubleshooting to support American consumers who get their health insurance through the FFE.
- Demonstrates exceptional customer service skills when speaking with consumers via a cloud-based telephony solution to gather additional information needed to properly adjudicate their case as well as inform them of the outcome of their case.
- Contributes to workflow investigations, business procedures, and process improvements.
- Works within a coordinated team and responsible to appropriately triage, adjudicate, and when necessary, escalate consumer dispute cases requiring advanced subject-matter expertise.
Customer Service Representative
Highmark
06.2025 - 12.2025
- Efficiently manage inbound calls, resolving customer queries with empathy and professionalism.
- Resolved complex Medicaid payroll concerns efficiently, driving substantial improvements in member satisfaction and issue closure rates.
- Documented detailed case notes across multiple systems, ensuring accurate records and compliance with privacy regulations.
- Coordinated seamless three-way call transfers, enhancing communication between members and relevant departments for prompt resolutions.
- Investigated member benefit discrepancies using advanced database tools, enabling timely solutions and reducing repeat inquiries.
Independent Contractor
NexRep
12.2024 - 05.2025
- Managed client relations for Automated Health Systems, delivering measurable client satisfaction.
- Collaborated with PPL NY to streamline operations, achieving improved efficiency and service delivery.
- Utilized analytical skills to identify process improvements, leading to enhanced operational outcomes.
- Assessed client needs to deliver tailored solutions, resulting in noticeable improvements in customer satisfaction and service efficiency.
- Managed incoming service requests, ensuring timely resolution and contributing to marked gains in client retention for partner organizations.
- Coordinated with cross-functional teams to streamline communication, supporting seamless service delivery and steady growth in user engagement.
- Maintained accurate records of client interactions, upholding high standards of compliance and enabling smooth reporting processes.
Surge Team Customer Care Specialist
Direct Interactions
05.2024 - 12.2024
- Efficiently resolved urgent inquiries, enhancing service delivery and client satisfaction.
- Managed multiple tasks simultaneously, ensuring seamless support and quick issue resolution.
- Handled high call volumes, maintaining composure and delivering consistent, quality service.
- Educated clients on services, improving understanding and utilization of available resources.
- Streamlined escalation processes to ensure urgent cases received timely support, resulting in marked improvements in caller outcomes.
- Collaborated with cross-functional teams to resolve complex reimbursement issues, fostering seamless communication and faster resolution for providers.
- Analyzed call patterns to identify recurring challenges, enabling the implementation of targeted solutions and reducing repeat inquiries.
- Maintained accurate documentation of each interaction, supporting compliance and enabling reliable follow-up for ongoing cases.
Independent Contractor
Omni Interactions
09.2024 - 11.2024
- Managed inbound calls for eyecare plans, resolving member claims with a focus on clarity and accuracy.
- Enhanced customer satisfaction by efficiently addressing eligibility queries and benefits issues.
- Utilized strong communication skills to support providers, ensuring seamless eyecare plan operations.
- Resolved complex member inquiries by clarifying benefits and claims processes, enabling smoother customer journeys and reducing confusion.
- Handled high call volumes efficiently, ensuring timely resolution of issues and contributing to measurable improvements in customer satisfaction.
- Documented interactions with accuracy, maintaining up-to-date records that supported data integrity and seamless follow-up.
- Coordinated with internal teams to escalate and address service concerns, fostering a unified approach to problem-solving.
- Demonstrated patience and empathy during challenging interactions, building trust and enhancing the overall client experience.
Customer Service Representative
Modivcare
06.2023 - 03.2024
- Facilitated seamless non-emergency transport for members, enhancing service efficiency.
- Streamlined transport coordination for Medicaid/Medicare, boosting member satisfaction.
- Managed medical transport logistics, ensuring timely service for healthcare members.
- Resolved member transportation issues efficiently, leading to enhanced client satisfaction and reduced service disruptions.
- Monitored trip progress and identified recurring delays, implementing adjustments that drove noticeable improvements in schedule adherence.
- Worked closely with healthcare providers and transportation partners to ensure seamless coordination and timely service delivery.
- Maintained accurate member records and trip documentation, supporting compliance with Medicaid and Medicare requirements.
- Provided empathetic assistance to vulnerable populations, fostering trust and a positive experience for each member served.
Independent Contractor
Working Solutions
04.2022 - 04.2023
- Managed client interactions for TurboTax, Zillow, and Learning A-Z, enhancing user satisfaction.
- Collaborated with teams to streamline processes, resulting in improved service delivery.
- Utilized analytical skills to identify and resolve client issues, boosting efficiency.
- Implemented solutions that led to measurable improvements in client engagement.
- Adapted to diverse client needs, ensuring tailored support and effective communication.
- Provided tailored customer support for diverse client accounts, leading to substantial improvements in user satisfaction and retention.
- Resolved complex account inquiries by identifying root causes, enabling efficient solutions and reducing repeat contact rates.
- Coordinated with cross-functional teams to streamline issue escalation processes, ensuring faster resolution for end users.
- Accurately documented customer interactions and resolutions, maintaining compliance with company protocols and ensuring data integrity.
- Adapted communication style to individual customer needs, building trust and delivering a positive service experience.
- Resolved high-priority escalations by collaborating with technical teams, resulting in noticeable improvements in response times and client trust.
Education
BACHELOR OF ARTS - Business administration
West Virginia University At Parkersburg
ParkersburgSkills
- Customer Service
- Salesforce
- Slack
- Communication
- Conflict Resolution
- Social Media Marketing
- Healthcare Compliance
- Data Entry
- Problem Solving
- Empathy
- Time Management
- HIPAA
- Medicare
- Medicaid
- Teams
- Operational Efficiency
- Client Relations
- Critical Thinking
- Adaptability
- Crisis Management
- Insurance Knowledge
- Technical Support
- Documentation
- Interpersonal Skills
- Data Management
- User Support
- Remote Support
- Insurance Navigation
- TalkDesk
- CERRS
- Document management
- Issue resolution
- Time management
- Analytical thinking
- Social media
- Legal administrative support
- Advanced MS office suite
- Administrative support
- Strong problem solver
- Administrative support specialist
- Excel spreadsheets
Timeline
Case Analyst II
ASM Research
12.2025 - Current
Customer Service Representative
Highmark
06.2025 - 12.2025
Independent Contractor
NexRep
12.2024 - 05.2025
Independent Contractor
Omni Interactions
09.2024 - 11.2024
Surge Team Customer Care Specialist
Direct Interactions
05.2024 - 12.2024
Customer Service Representative
Modivcare
06.2023 - 03.2024
Independent Contractor
Working Solutions
04.2022 - 04.2023
BACHELOR OF ARTS - Business administration
West Virginia University At Parkersburg