Keyana Houze
Rock Hill,SC
Summary
With over 13 years of experience in the healthcare industry, I have honed my skills in client services, analytical talent, and problem identification with resolution proficiency. Excellent communication skills allow for effective collaboration with business partners and the provision of exceptional service. Remarkable organizational and time management abilities enable efficient handling of multiple tasks. Leadership skills have been instrumental in driving successful outcomes.
Overview
8
8
years of professional experience
Work History
Service Financial Service Professional
LPL Financial
Fort Mill, SC
04.2024 - Current
- Streamlined financial reporting processes for improved efficiency and accuracy.
- Provided expert advice on tax planning strategies, helping clients minimize their liabilities while remaining compliant with regulations.
- Led successful negotiations with external partners, securing advantageous agreements for the company.
- Monitored economic trends and developments, adapting investment strategies as needed to optimize outcomes for clients.
- Optimized workflow processes within the department, resulting in increased productivity among team members.
- Increased client satisfaction by providing personalized financial advice and building strong relationships.
Reimburstment specialist
Caremetx
12.2023 - 04.2024
- Collect and reviews all patient insurance benefit information, to the degree authorized by the SOP of the program
- Provide assistance to physician office staff and patients to complete and submit all necessary insurance forms and program applications
- Complete and submits all necessary insurance forms in a timely manner as required by all third party payors for prior authorizations
- Tracks and follow up on prior authorization request
- Provides all necessary documentation required to expedite prior authorization request
- This includes demographic, authorization/referrals, National Provider Identification (NPI) number, and referring physicians
Associate Account Resolution Representative
Wells Fargo
10.2021 - 11.2022
- Support Account Resolution Specialist by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems
- Initiate strategies to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
- Perform routine transactional tasks, such as taking inbound calls and making outbound calls by utilizing either an auto dialer or direct dial system to determine the reason for delinquency while maintaining 100% accuracy rate
- Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
Resolution Expert/Customer Advocate
Amerigas Propane
05.2020 - 08.2021
- Developed strategies to address delivery, service, and billing issues reducing escalation reports by 43%.
- Acted as the first point of contact for escalation team, research and respond to escalated inquiries and complaints from customers regarding standard request for information
- Assisted with resolving escalations
- Created call metrics reports measuring team performance
- Assured we are meeting service-level agreements
- Conducted interviews and assisted with onboarding new hires
- Overseeing a team of 20 customer advocates in establishing effective methods of contact when reporting emergency to local districts and all other escalated delivery and service request
Patient Service Representative
Talent Bridge
Charlotte, NC
02.2017 - 05.2020
- Organized patient information as needed to complete the benefit verification process
- Triaged cases with missing information to appropriate program associate
- Identified any restrictions and details on how to expedite patient access
- Verified patient specific benefits and documents specifics for various payer plans including patient coverage, cost share, and access/ provider options
- Initiated and documented prior authorization processes and claims appeals
- Reported any reimbursement trends/ delays to management
Education
Bachelor Of Administration - Human Resources Management
Strayer University
Driving Institute -
York techical driving institute
01.2023
Good energy dispatching mastory course -
01.2022
High School -
Northwestern high school
01.2011
Skills
- Exceptional Customer and Client service
- Teamwork
- Knowledge of waste disposal methods
- Critical thinking
- Strong organization
- Communication skills
- Written communication
- Interpersonal communication
- Computer Literacy
Timeline
Service Financial Service Professional
LPL Financial
04.2024 - Current
Reimburstment specialist
Caremetx
12.2023 - 04.2024
Associate Account Resolution Representative
Wells Fargo
10.2021 - 11.2022
Resolution Expert/Customer Advocate
Amerigas Propane
05.2020 - 08.2021
Patient Service Representative
Talent Bridge
02.2017 - 05.2020
Driving Institute -
York techical driving institute
Good energy dispatching mastory course -
High School -
Northwestern high school
Bachelor Of Administration - Human Resources Management
Strayer University