Keyana Hill

Served as the customers' first line of sight (advisor) by being available to assist via multiple avenues of communication, with timely and accurate information regarding policy and coverage-related questions.

• Optimized the efficiency and organization of the customer email inbox by sorting and labeling messages, creating department folders, and deleting unwanted messages.
• Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
• Resolved discrepancies between insureds' statements, physicians’ reports, and other evidence in order to make accurate decisions on coverage eligibility.

Responded accurately to member inquiries by telephone, and proactively engaged members to achieve their financial goals in a consultative approach as part of the solution to their inquiry.

• Appropriately identify solutions to address or resolve members’ inquiries, helping members take advantage of Golden 1 services and products by providing features and benefits.
• Demonstrated a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the task.
• Identify and report fraudulent activity to prevent potential loss to the Credit Union.

Served members and families by fulfilling transportation request and ensuring company obligations were met.

• Minimized scheduling conflicts and ensured timely task execution by proactively adjusting schedules and reallocating resources.
• Efficiently managed cancellations and no-shows, quickly filling open slots with patients from waitlists, or urgent care needs.
• Maintained strict adherence to HIPAA regulations while handling sensitive patient information throughout the scheduling process.