Keyona Roberts
Orlando,FL
Summary
Dedicated Customer Service Representative backed with more than 5 years experience in customer relations.
Overview
13
13
years of professional experience
Work History
Intake Specialist
Tetra Tech
Maitland, FL
11.2023 - 04.2024
- Answered and logged incoming inquiries via phone, fax and email.
- Issued, gathered and inspected intake forms to confirm correct signatures and information.
- Maintained clinical records and required paperwork in compliance with agency standards.
- Made outbound calls to providers to obtain information necessary to create or update authorization.
- Investigated insurance policies to determine claim eligibility and processed files in accordance with instructions.
- Corresponded with hospitals and medical offices regarding incoming home health referrals.
- Established and maintained correspondence systems to manage information requests and distribution.
- Verified insurance eligibility, benefits, and patient liabilities for defined services.
- Received inbound calls to obtain clinical information from providers to create authorizations and referrals.
- Reviewed referral sources for appropriateness prior to admission into program.
Customer Service Representative
24-7 Intouch
Orlando, FL
02.2021 - 11.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Gathered customer feedback through surveys and used the data to improve customer service.
Insurance Verification Specialist
Express Scripts
Orlando, FL
12.2015 - 02.2021
- Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
- Updated patient and insurance data and input changes into company computer system.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Entered data in EMR database to record payer, authorization requirements and coverage limitations.
- Accessed third-party insurance databases to identify coverage of benefits.
- Navigated through multiple online systems to obtain documentation.
- Contacted patients to confirm demographic information and communicate financial responsibilities.
- Checked documentation for appropriate coding, catching errors and making revisions.
Customer Service Representative
UnitedHealthcare
Orlando, FL
01.2011 - 12.2015
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Education
High School Diploma -
Oak Ridge High School
Orlando, FL05-2011
Skills
- Data Entry
- Data Collection
- Inbound and Outbound Calling
Timeline
Intake Specialist
Tetra Tech
11.2023 - 04.2024
Customer Service Representative
24-7 Intouch
02.2021 - 11.2023
Insurance Verification Specialist
Express Scripts
12.2015 - 02.2021
Customer Service Representative
UnitedHealthcare
01.2011 - 12.2015
High School Diploma -
Oak Ridge High School