Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kesha Morgan

Orlando,Florida

Summary

Skillful Customer Care professional providing quality service for a memorable patient experience. Delivers excellent communication and task prioritization skills. Proven ability to stay organized and prioritize tasks in fast-paced environment.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Patient Care Specialist

CVS Healthcare
07.2019 - Current
  • Respond to customer inquiries
  • Process refills for life sustaining medications.
  • Educate and inform customers about Copay , Copay Assistance Programs, Buy and Bills and other areas of the insurance and prescription, by phone
  • Partner with other departments to resolve customer concerns timely and proficiently
  • Direct customer calls to the appropriate department. These departments include but not limited to Pharmacy, Billing and Benefit Verification

Health & Welfare Benefits Specialist

RANDSTAD STAFFING
07.2017 - 07.2018
  • Part of an elite team that handles highly sensitive clients
  • Expert on clients' employer sponsored benefits tools and resources
  • Handle a high volume of inbound calls from clients' employees as well as conduct outbound calls for follow up as required
  • Educating employee and solving complex issues relating to their health care benefits, life benefits, leave of absence, COBRA, payroll and retirement plans
  • Process transactions such as but not limited to annual enrollment, contributions and retirement elections
  • Recognize and resolve casework issues reported by the employee and client.

Customer Care Professional

OPTUM
06.2016 - 05.2017
  • Knowledgeable of Medicare Part B and Part D health plans
  • Communicated effectively with the member and other various departments, to address any concerns and guarantee positive customer experience
  • Answered routine and complex questions regarding plan design and how benefits work, while complying to HIPPA regulations
  • Assist providers with medication approvals
  • Helped members reorder their medications
  • Worked with providers and pharmacies, to ensure the members benefit information was up to date
  • Additional duties, as per my job requirement (e.g
  • PCP changes, adding riders, EFT/credit card payments, explaining EOB (Explanation of Benefits), verbal attestations of LEP (Late Enrollment Penalties), appointment scheduling
  • Explained and guided member, through Prior Authorizations process.

Education

Dr. Phillips HS
Orlando, FL
06.1990

Skills

  • Microsoft Office
  • Microsoft Outlook
  • Microsoft Word
  • Data Collection
  • Data Entry
  • Excel
  • HIPAA Compliance
  • Exemplary Customer Service
  • Avaya One-X
  • Avality
  • People Safe
  • Change Health

Certification

N/A

Timeline

Patient Care Specialist

CVS Healthcare
07.2019 - Current

Health & Welfare Benefits Specialist

RANDSTAD STAFFING
07.2017 - 07.2018

Customer Care Professional

OPTUM
06.2016 - 05.2017

Dr. Phillips HS

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Kesha Morgan