Kietya Famous
Kansas City,MO
Summary
Customer focused professional with 5+ years of experience in high volume call center, health care, and remote environments. Proven ability to handle benefits clearly, and maintain accuracy under pressure. Experienced in patient access, HIPPA compliance, CRM systems, and remote customer support, with a strong record of reliability and productivity in virtual roles.
Overview
9
9
years of professional experience
Work History
Patient Care Representative
Samuel U Rodgers Health Center
10.2024 - Current
- Coordinated patient appointments and managed scheduling to enhance clinic efficiency.
- Assisted patients in completing intake forms and understanding health services offered.
- Utilized electronic health record systems to accurately document patient interactions.
- Addressed patient inquiries and resolved concerns to ensure satisfaction with services provided.
- Collaborated with healthcare professionals to streamline communication and improve care delivery.
- Educated patients on available resources and support programs within the health center.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
Customer Service Representative
Inovalon
02.2020 - 03.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Emergency Dispatcher
Johnson Controls
05.2019 - 04.2020
- Collaborated with law enforcement and emergency services to enhance inter-agency communication.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Exceeded performance metrics in both call handling and dispatch accuracy, resulting in a higher level of service to the community.
- Read system maps and caller information, and documented details in system.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
Call Center Representative
Maximus
01.2017 - 05.2019
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Education
High School Diploma -
Shawnee Mission High School
Mission, KSSkills
- Organizational skills
- Billing processes
- Multitasking
- Patient-focused care
- Claims processing
- Patient scheduling
- Insurance verification
- Medical terminology
- Documentation
- Insurance coverage verification
- HIPAA compliance
- Critical thinking skills
- Microsoft Excel
- Microsoft outlook
- Call management
- Appointment scheduling
- Assertiveness
- CRM software
- CRM software proficiency
- Call center experience
Timeline
Patient Care Representative
Samuel U Rodgers Health Center
10.2024 - Current
Customer Service Representative
Inovalon
02.2020 - 03.2023
Emergency Dispatcher
Johnson Controls
05.2019 - 04.2020
Call Center Representative
Maximus
01.2017 - 05.2019
High School Diploma -
Shawnee Mission High School