Kiara Thomas
Lothian,MD
Summary
Experienced admin and support associate with eight years of customer service knowledge. Demonstrates a keen knowledge of data entry, communication and leadership skills.
Overview
9
9
years of professional experience
Work History
Enrollment Technician
CareFirst BCBS
10.2023 - Current
- Ensuring all insurance, demographic, and eligibility information is entered into the system in an
accurate and timely manner. - Processing terminations, coverage level changes, and other forms of subsequent enrollment
activities for both paper and automated enrollment accounts. - Resolving enrollment errors and reports in accordance with corporate guidelines.
- Performing basic account installation functions, including review of group setup
documentation, simple group structure setup, and coding on enrollment system.
Customer Support Specialist
National Committee For Quality Assurance (NCQA)
10.2022 - 01.2023
- Work with Accounting department to process cash deposits (ACH, Check and credit card payments) for products purchase by NCQA customers
- Review and triage cases utilizing Salesforce to address customer issues and concerns
- Inform and educate customers to NCQA, via VOIP phone identifying their needs and providing extensive/detailed information about NCQA products services and other issues in a clear and concise manner
- Monitor, track and report volume and types of calls, complaints and information requests
- Recommends improvement to current process.
Contact Center Team Leader
DC Health Link Contact Center
11.2019 - 12.2021
- Assist with screening potential candidates and scheduling interviews
- Conduct and preform coaching session or huddles with staff members as needed to ensure policies implemented by the Health Benefit Exchange Authority are met and understood
- Attend leadership meetings to discuss trends, audits and employee performance to determine opportunities of improvement for the contact center
- Implement incentives for representatives to encourage positive work culture
- (Such as but not limited to an extra 15-minute break) Create and edit standard operating procedures and documentation templates to be reviewed and approved by the Health Benefit Exchange Authority
- Review team members outgoing emails to ensure quality assurance
- Assist representatives with questions they may have during their calls by guiding them through the process to resolve the issue to ensure accuracy on future calls
- Train new correspondence specialist on how to conduct outreach, emails and process mail
- Assign emails and outreach cases to correspondence specialist
- Attend new hire trainings to provide insight on job flow and responsibilities as a call center agent.
Correspondence Specialist
DC Health Link Contact Center
03.2019 - 11.2019
- Assist with picking up, logging and processing mail delivered to the exchange (that includes but not limited to letters returned to the exchange and verification documentation) Verify and review documentation sent via mail or email for sufficiency
- Ensure all emails, mail, and outreach were completed and in compliance with Health Benefit Exchange Authority's service level agreement
- Created spreadsheets and logs to keep track of incoming mail, outgoing mail and mail inventory
- Research databases to attempt to locate updated contact information to complete outreach and inform consumers of returned documents
- Confirm and update addresses for consumers with returned documents in all databases
- Inform consumers of notices returned to DC Health Link from the address on record to attempt to obtain an updated address and confirm DC residency
- Outreach to consumers with pending escalated cases to request further information or documentation to assist with case resolution
- Attach verified documents or information to escalated cases for re-escalation and review by case managers
- Run reports using Salesforce to determine which cases need outreach or have been resolved.
Enrollment Specialist
DC Health Link Contact Center
10.2018 - 03.2019
- Conducts inbound and outbound calls to provide enrollment assistance to the District of Columbia's small businesses and individual and family marketplace
- Assist DC residents in completing applications to determine eligibility for financial assistance such as Medicaid, tax credits and cost-share reductions
- Ensuring that applications are completed correctly and that the required supporting materials have been provided
- Provide structured patient education on health coverage, engage in follow-up conversations and offer renewal assistance for enrolled individuals
- Evaluate customer's account information to assess current issues and determine potential solutions
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Shift Lead
Janjer Enterprises (Popeyes)
12.2014 - 05.2018
- Managed schedules processed time off requests and provided coverage when shifts were short staffed
- Coached, monitored, and evaluated employees to operate productively, to stay on task to meet business and customer needs
- Tracked receipts, employee hours and inventory movements
- Trained and mentored new employees to maximize team performance and to ensure customer satisfaction
- Helped employees operate productively and stay on task to meet business and customer needs
- Reviewed employee performance every 30 days and delivered constructive feedback to improve weaknesses
- Conduct shift changes, count employee's register for accuracy, and assisted with money deposits.
Education
High School Diploma -
Surrattsville High School
Clinton, MD05.2015
Skills
- AVAYA Phone System
- Google Workspace
- Microsoft Office Programs
- Cúram Integrated Case Management (IBM)
- Salesforce
- Sharepoint
- GLUE (EDI system)
- Knowledge of HIPPAA
- Upselling Products and Services
- Data Entry
- De-escalation Techniques
- POS Systems and Ordering Platforms
- Technical Troubleshooting
- Phone Etiquette
- Call Documentation Skills
- Editing and Proofreading
Timeline
Enrollment Technician
CareFirst BCBS
10.2023 - Current
Customer Support Specialist
National Committee For Quality Assurance (NCQA)
10.2022 - 01.2023
Contact Center Team Leader
DC Health Link Contact Center
11.2019 - 12.2021
Correspondence Specialist
DC Health Link Contact Center
03.2019 - 11.2019
Enrollment Specialist
DC Health Link Contact Center
10.2018 - 03.2019
Shift Lead
Janjer Enterprises (Popeyes)
12.2014 - 05.2018
High School Diploma -
Surrattsville High School
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