Summary
Overview
Work History
Education
Skills
Timeline
background-images

Kimberly Pemberton

Jacksonville,FL

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

32
32
years of professional experience

Work History

Elderly Caregiver

John Gray
06.2020 - 03.2025
  • Developed individualized care plans in collaboration with healthcare professionals to address specific needs.
  • Monitored vital signs and reported changes to medical staff promptly for timely interventions.
  • Administered medications according to prescribed schedules, maintaining strict adherence to health guidelines.
  • Trained new caregivers on best practices and company policies to enhance service quality.

Family Caregiver

Mother
03.2016 - 02.2018
  • Developed and implemented care plans tailored to individual requirements and preferences.
  • Identified needs and coordinated plans for travel and out-of-town functions.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Completed regular check-ins and progress report for each client.
  • Recorded status and duties completed in logbooks for management.
  • Scheduled daily and weekly care hours for client caseload.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
  • Trained and mentored new caregivers, fostering a collaborative environment focused on high-quality care.
  • Streamlined caregiving processes to improve efficiency in delivering services and meeting client needs.
  • Advocated for clients' rights and preferences within family settings, ensuring their voices were heard in care decisions.
  • Assisted patients with physical therapy exercises, promoting improved mobility and overall health outcomes.

Elder Caregiver

Mother-in-Law
05.2004 - 03.2016
  • Assisted with daily living activities, ensuring comfort and safety for elderly individuals.
  • Managed medication schedules, promoting adherence and health monitoring.
  • Developed personalized care plans tailored to specific needs of clients.
  • Provided companionship, enhancing emotional well-being and reducing feelings of isolation.

Dental Customer Service Representative

Aetna
05.2000 - 07.2004
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved customer complaints promptly and efficiently.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Updated databases with new and modified customer data.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Provided accurate information about products and services to customers.
  • Developed strong customer relationships to encourage repeat business.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Developed positive relationships with customers through friendly interactions.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Answered customer inquiries via phone, email, and chat.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Promoted available products and services to customers during service, account management and order calls.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Implemented innovative methods for streamlining the customer service process.
  • Worked with cross-functional teams to achieve goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Medical Customer Service Associate

Humana
01.1993 - 07.1999
  • Assisted in the implementation of new technologies and processes to improve patient access services.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Contributed to team meetings, sharing insights and strategies for improving patient access services.
  • Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Verified demographics and insurance information to register patients in computer system.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Processed insurance verifications and authorizations to ensure coverage of services.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Communicated financial obligations to patients and collected fees at time of service.
  • Provided excellent customer service to patients, physicians and staff by answering inquiries and resolving complaints.
  • Educated patients on healthcare topics such as nutrition, exercise, medications.
  • Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Filed documents according to established protocols in order to maintain an organized filing system.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Analyzed customer feedback surveys to identify areas of improvement within the department.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Reviewed charts for accuracy prior to submitting them for coding purposes.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with other departments within the organization in order to resolve customer concerns quickly and efficiently.
  • Maintained accurate medical records in accordance with HIPAA regulations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conducted follow-up calls after doctor visits or hospital stays to ensure that care was satisfactory.
  • Participated in training sessions to stay updated on healthcare policies and registration software.
  • Followed up on unpaid claims with insurance companies and other payers as needed.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Guided patients through the completion of consent and other required medical forms.
  • Identified potential fraud cases based on discrepancies between submitted documentation and actual services rendered.
  • Entered orders into computer system accurately while ensuring compliance with company policies and procedures.
  • Contacted third party payers in order to obtain authorizations for treatments or services requested by patients.
  • Scheduled appointments for patients and communicated appointment reminders via phone or email.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Updated databases with new and modified customer data.
  • Resolved billing issues related to services rendered by healthcare providers.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Processed incoming calls from customers and routed them to the appropriate department or personnel.
  • Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Performed data entry of patient information into electronic health record system.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.

Education

High School Diploma -

Edward H White
Jacksonville, FL
05-1986

Skills

  • Customer service
  • Order processing
  • Payment processing
  • Insurance verification
  • Data entry
  • Database management
  • Call handling
  • Complaint resolution
  • Product knowledge
  • Team collaboration
  • Follow-up communication
  • Active listening
  • Conflict de-escalation
  • Calm demeanor
  • Report preparation
  • Multitasking and prioritization

Timeline

Elderly Caregiver

John Gray
06.2020 - 03.2025

Family Caregiver

Mother
03.2016 - 02.2018

Elder Caregiver

Mother-in-Law
05.2004 - 03.2016

Dental Customer Service Representative

Aetna
05.2000 - 07.2004

Medical Customer Service Associate

Humana
01.1993 - 07.1999

High School Diploma -

Edward H White

Similar Profiles

CREATE PROFILE
Kimberly Pemberton