Keyetta Pettiford
Morrisville,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Medicare Customer Service Representative
Everise/Centene
Austin, TX
08.2023 - 11.2024
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Assisted in resolving claim issues related to billing and reimbursement inquiries.
- Analyzed complex health plan contracts to determine benefit coverage levels for services rendered.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Resolved customer complaints and concerns in a timely manner.
Customer Service Representative/Remote
Innovative Answering Assistance
Morrisville, NC
04.2021 - 08.2023
- Answered inbound calls to greet and assist customers with various needs and questions.
- Resolved customer inquiries, complaints, and issues, providing insightful solutions.
- Scheduled appointments for customers as required by their needs, or concerns.
- Navigated multiple systems to identify the source of the issue.
- Resolved customer inquiries via phone, email, and live chat support.
- Live Chat Assistance: Address customer queries in real-time through dynamic and
interactive live chat.
Customer Service Representative/Remote
TEKsystems/WPS Health Solution
Newport, VA
01.2018 - 04.2021
- Processed a high volume of claims efficiently while maintaining quality standards.
- Processed claims by obtaining the necessary documents and information from policyholders, witnesses, and medical providers.
Educated customers on insurance policy coverage, procedures, and regulations. - Verified details with policyholders, and requested additional information.
- Examined claims, records, and procedures to grant approval of coverage.
- Processed claims for payment or forwarded to appropriate personnel for further investigation.
Driver, Warehouse Orders
Amazon
Durham, NC
07.2015 - 01.2018
- Ensured cargo was secured properly in accordance with company policy and DOT regulations.
- Delivered goods to specified destinations in a timely manner.
- Loaded and unloaded delivery vehicles with care to ensure safe transport of products.
- Operated standard warehouse equipment to assist with loading and unloading of deliveries.
- Processed daily inventory receipts and quantities of supplies.
Customer Service Representative
Xerox
Cary, NC
12.2013 - 07.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
High School Diploma -
Southern High School
Durham, NC06-2007
Skills
- Computer literacy
- Medical terminology
- Medical Office Experience
- Multi-line phone systems
- Strong work ethic
- Insurance verification
- Patient engagement
- Referral coordination
- Ability to prioritize independently
- OSHA and HIPAA guidelines
- Critical thinking
- Attention to Detail
- Patient registration
- Verbal and written communication
- Problem solving
- Epic, SRS, Clearwave
- Solutrean System
- Marx System
- Omni System
- Market prominence
- Sensanti
- Centric
- Medi-Cal
- Echos
- Ollie, Mainframe System
Timeline
Medicare Customer Service Representative
Everise/Centene
08.2023 - 11.2024
Customer Service Representative/Remote
Innovative Answering Assistance
04.2021 - 08.2023
Customer Service Representative/Remote
TEKsystems/WPS Health Solution
01.2018 - 04.2021
Driver, Warehouse Orders
Amazon
07.2015 - 01.2018
Customer Service Representative
Xerox
12.2013 - 07.2015
High School Diploma -
Southern High School
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