Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kierra Barnes

Orlando

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

15
15
years of professional experience

Work History

Patient Care Coordinator

Walmart Specialty Pharmacy
09.2024 - Current
  • Managed 30-40 calls to sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
  • Handled 30-40 calls a day with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Delivered excellent patient experiences and direct care.
  • Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
  • Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
  • Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
  • Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.

Resolution Coordinator

Walmart
02.2022 - 09.2024
  • Maintained a high level 20-30 calls and communication with Pharmacies All Over World to Override Prescription and clear rejects.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Counted and labeled prescriptions with correct item and quantity.
  • Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
  • Streamlined prescription processing with accurate data entry and verification of patient information.
  • Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
  • Maintained a high level of confidentiality when handling sensitive information related to disputes or legal matters.
  • Override Doctor Prior Authorization In System
  • Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Managed a high volume of calls daily 20-30 a day, maintaining composure under pressure while providing exceptional service.

Customer Service Representative

Teleperformance
04.2020 - 11.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Tax Preparer

TurboTax
01.2022 - 04.2022
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Analyzed financial records to verify accuracy of tax returns.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Facilitated communication between clients and IRS or state tax agencies, resolving discrepancies and ensuring accurate filings.
  • Completed and filed 50-60 returns with tax departments at local, state, and federal levels.

Delivery Driver

FedEx
01.2017 - 11.2021
  • Delivered 80-100 packages a day to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Maintained strong relationships with clients through proactive communication and personalized service.
  • Expedited deliveries to meet customer deadlines and requirements.

Collections Agent

ERC
03.2014 - 04.2017
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.

Cashier

McDonald's Restaurant
03.2010 - 08.2014
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.

Education

Associate Of Business Administration -

Waycross College
Waycross, GA
05-2012

High School Diploma -

Pierce County High School
Blackshear, GA
05-2010

Skills

  • Critical thinking skills
  • Quality assurance
  • Caring and empathetic
  • HIPAA compliance
  • Appointment scheduling
  • Organizational skills
  • Documentation and reporting
  • Analytical thinking
  • Goal setting

Timeline

Patient Care Coordinator

Walmart Specialty Pharmacy
09.2024 - Current

Resolution Coordinator

Walmart
02.2022 - 09.2024

Tax Preparer

TurboTax
01.2022 - 04.2022

Customer Service Representative

Teleperformance
04.2020 - 11.2022

Delivery Driver

FedEx
01.2017 - 11.2021

Collections Agent

ERC
03.2014 - 04.2017

Cashier

McDonald's Restaurant
03.2010 - 08.2014

Associate Of Business Administration -

Waycross College

High School Diploma -

Pierce County High School

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