KESHAUNA DILLARD
Upper Marlboro,MD
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente
Fulton, MD
12.2021 - Current
- Answer incoming calls and emails from members, providers, and internal departments.
- Assist with questions about benefits, eligibility, claims, billing, and services.
- Assist with new member enrollment, plan changes, and billing inquires.
- Provide guidance on navigating the healthcare system and using KP tools or online portals.
- Research and resolve eligibility discrepancies and benefit questions.
Patient Service Representative
Holy Cross Hospital
Silver Spring, MD
11.2019 - 12.2021
- Schedule, reschedule, or cancel patient appointments.
- Coordinate follow-up visits and referrals.
- Communicate effectively with medical staff for appointment availability.
- Verify insurance eligibility and coverage.
- Collect copays, deductibles, and outstanding balances.
- Assist with pre-authorization and referrals.
- Scan and upload patient documents into Electronic Health Records ( EHR) Systems.
Education
High School Diploma -
Suitland High School
District Heights, MDSkills
- Excellent Verbal & Writen Communication
- Active Listening & Empathy
- Electronic Health Records ( EHR) System
- Insurance Verification
- Typing 45 WPM
- Time Management
Timeline
Customer Service Representative
Kaiser Permanente
12.2021 - Current
Patient Service Representative
Holy Cross Hospital
11.2019 - 12.2021
High School Diploma -
Suitland High School