Kiah Dawson
Durham,NC
Summary
Dynamic customer service professional experienced in both call-center and retail store settings. Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Build and maintain enduring customer relationships to boost sales and generate repeat business.
Overview
13
13
years of professional experience
Work History
Patient Management Representative
Aetna Inc.
06.2016 - Current
- Performs non-medical research including COB, eligibility verification and benefit verification
- Supports the administration of the precertification process with the use of HIPAA Regulations, Medicare Guidelines, ICD 9 and ICD 10 codes, CPT codes, HCPCS and Microsoft office
- Promotes communication internally and externally to enhance effectiveness of medical management services with claim administrators, Plan Sponsors, third party payers, members and healthcare teams
- Maintains accurate and complete documentation that meets risk management, regulatory and accreditation requirements
- Performs intake and outbound calls from members or providers regarding services via telephone, fax and EDI
Customer Service Representative
Reimbursement Technologies Inc.
02.2015 - 06.2016
- Respond to telephone inquiries, providing quality service to customers and associates inquiring about status of insurance and medical claims
- Listen attentively to caller needs to ensure a positive customer experience
- Access electronic and paper medical claims to look up insurance information and enrollment status
- Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues
- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds
Customer Service Representative
Just Like Home LLC
09.2011 - 02.2015
- Company Overview: (Childcare Product Distribution Center)
- Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion
- Memorized the company’s product offerings; contributed to varies sales increases for the quarter by communicating product benefits and providing excellent service
- Recommended solutions within customer budgets and proactively followed up with all leads
- Data entry, Faxing, Office maintenance, etc
- Cash handling accuracy
- (Childcare Product Distribution Center)
Education
Associate Of Arts - Health Information Technology
DeVry University
Skills
- Customer Relations
- Innovation management
- Positive Attitude
- Teamwork and Collaboration
References
Available upon request
Timeline
Patient Management Representative
Aetna Inc.
06.2016 - Current
Customer Service Representative
Reimbursement Technologies Inc.
02.2015 - 06.2016
Customer Service Representative
Just Like Home LLC
09.2011 - 02.2015
Associate Of Arts - Health Information Technology
DeVry University
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