Kimberly Wyatt
Fayette,MO
Summary
As a customer service professional, Kimberly brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Results-CX
11.2024 - Current
- Responding to inbound calls concerning medicaid coverage for members of a health plan based in Illinois. Providing callers with doctors office locations, assisting with setting appointments, sending company documents, providing empathy and concern for the issues the member is facing as well as resolving issues within my abilities. Providing conflict resolutions between the members and the providers to make sure members have full access to all benefits available.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Working with providers to resolve claim issues, repayment programs and eligibility status for the members they see. Reconciling the claims that have come in, explaining reasons for denials, searching for authorizations and setting up for claim disputes or reconsiderations for payment.
Patient Access Specialist
University MU Healthcare
01.2023 - 09.2024
- Work with medical staff to make sure patients are bedded to the correct unit in the correct bed, track patient movement through the hospital system, and pre-setting bedding assignments for patients coming in from outside hospitals. Inputting patient information sent from outside hospitals for patients being sent in for care, watching surgery schedules to anticipate the number of patients that need beds versus how many will be discharged to home.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Supervisor Command Center
Teleperformance USA
01.2014 - 01.2023
- Answer calls from agents for assistance with setting up computer systems, getting logged in and walking through all the programs they will use. Facilitating large group checks to ensure the agents were able to access all programs they would need to use to correctly perform their position. Setting and resetting usernames and passwords, troubleshooting common computer issues, and providing support for numerous lines of business.
- Oversaw daily operations, ensuring adherence to quality standards and company policies.
- Trained and mentored team members, fostering skill development and knowledge sharing.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Prior to working at the Command Center I was on the Teleperformance MissouriCare Customer service line, assisting callers with their Missouri Medicaid choices and options. The calls consisted of explaining benefits, finding doctors that were in network, setting appointments and setting up transportation to the appointments.
Vision Technician
Sears vision
06.2010 - 05.2014
- Assisted patients with setting appointments, doing pre-appointment eye checks, assisted with choosing eye wear and options for those products and maintained HIPAA protected vision records for the doctor. Kept inventory on sample products for the doctor to use, ordered needed store supplies and accessories to be sold to the general public.
- Business Closed
Home Healthcare worker
Great Lands Home Healthcare
06.2004 - 03.2010
- Took care of my disabled sister until she passed
Call Center Agent
SearsTeleserve
05.2004 - 06.2009
- Email agent for sears.com
- Job ended when they moved business offices to Iowa
- Answered incoming calls to set appointments for appliance repair. Moved to seras.com for the holiday season, assisting customers who called in with purchasing online, processing purchases and refunds, when the holiday season ended I stayed with sears.com as part of the email team resolving customer issues and answering questions through email or chat programs.
Education
Bachelor's degree - Forensic Accounting
Kaplan University
Ft Lauderdale, FLAssociate's degree - Criminal Justice Administration
AIU Online
Hoffman Estates, ILSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Documentation
- Administrative support
- Building rapport
- Clerical support
- Filing
- Customer education
- Recordkeeping strengths
- Account updating
- Reading comprehension
- Office equipment proficiency
- Proofreading
- Credit adjustments
Timeline
Customer Service Representative
Results-CX
11.2024 - Current
Patient Access Specialist
University MU Healthcare
01.2023 - 09.2024
Supervisor Command Center
Teleperformance USA
01.2014 - 01.2023
Vision Technician
Sears vision
06.2010 - 05.2014
Home Healthcare worker
Great Lands Home Healthcare
06.2004 - 03.2010
Call Center Agent
SearsTeleserve
05.2004 - 06.2009
Associate's degree - Criminal Justice Administration
AIU Online
Bachelor's degree - Forensic Accounting
Kaplan University