Keyonna Mckee

• Respond to high volumes of incoming calls on a multi-line phone system, providing prompt and courteous assistance to members.

• Process and coordinate refill requests for mail-order prescriptions accurately and efficiently.

• Educate members on their prescription plan benefits, coverage details, and available options.

• Assist members with questions regarding deductibles, out-of-pocket maximums, and copay responsibilities.

• Submit and manage pharmacy overrides to resolve rejected or denied prescription claims.

• Assist members with locating the proper pharmacy in network to their insurance plan and participate in 90 Day Supply Refill program.

• Managed a high volume of inbound calls to support customers with credit card inquiries, payments, and account maintenance.

• Processed payments, resolved billing discrepancies, and guided customers through understanding their monthly statements.

• Educated members about Apple promotions, exclusive offers, and financing options to enhance customer engagement.

• Established and negotiated payment arrangements to help customers manage account balances effectively.

• Ensured accuracy and compliance with company policies and financial regulations in every transaction.

• Delivered clear, empathetic communication that built trust and improved customer satisfaction.

• Assisted clients with daily living activities including bathing, grooming, dressing, and mobility support.

• Administered prescribed medications and documented intake according to care plans and medical guidelines.

• Supported clients with meal preparation, light housekeeping, and maintaining a clean, safe environment.

• Transported or accompanied clients to medical appointments, pharmacies, and errands as needed.

• Provided emotional support, conversation, and companionship to promote mental and emotional well-being.

• Communicated regularly with healthcare professionals and family members to ensure continuity of care.

• Handled high volumes of inbound and outbound customer calls in a fast-paced call center environment.

• De-escalated upset or frustrated customers by actively listening, showing empathy, and resolving concerns professionally.

• Processed account updates, service requests, and billing inquiries accurately and efficiently.

• Met or exceeded performance goals, including call quality, handle time, and customer satisfaction metrics.

• Collaborated with team members and supervisors to improve communication and service processes.