Kishonna Evans
Aurora,CO
Summary
Proven track record in enhancing customer satisfaction and retention at Anthem through exceptional problem-solving and active listening skills. Spearheaded the implementation of an open enrollment system, demonstrating critical thinking and computer proficiency. Achieved positive feedback by effectively managing complex benefits issues, underscoring a commitment to customer relations and data accuracy.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Hire Connections Staffing Agency
Centennial, CO
07.2023 - 01.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Implemented open enrollment system to streamline benefits processes for employees.
Customer Service Representative
Denver Department Of Human Services
Denver, CO
07.2021 - 08.2022
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
Insurance Benefit Representative
Anthem
Denver, CO
07.2020 - 08.2021
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Conducted annual open enrollment periods, ensuring all employees had access to updated benefit information and made informed decisions about their coverage.
Psychiatric Technician
Children's Hospital Colorado Anschutz Medical Campus, Aurora
Aurora, CO
03.2020 - 07.2020
- Implemented crisis intervention protocols when necessary, ensuring the safety of all patients and staff members involved.
- Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
- Observed patients closely for signs of distress or changes in condition, promptly reporting concerns to supervising clinicians for appropriate intervention.
- Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
Substitute Paraprofessional
Kelly Educational Services
Aurora, CO
10.2018 - 02.2019
- Provided support during classes, group lessons, and classroom activities.
- Monitored student classroom and outdoors activities to promote student safety.
- Provided one-on-one assistance to students who needed additional support, enabling them to achieve academic goals.
- Promoted a safe learning environment by closely monitoring student behavior and intervening when necessary to maintain orderliness in the classroom.
Front Desk/ Medical Records
Denver Family Medicine
Denver, CO
03.2017 - 03.2018
- Handled sensitive situations involving distressed patients calmly while demonstrating empathy and professionalism.
- Supported administrative tasks such as mail distribution or document scanning when necessary to maximize overall team productivity.
- Verified insurance coverage for patients, minimizing billing errors and reducing financial stress on the practice.
- Improved office supply inventory management, reducing costs by monitoring usage patterns and ordering items as needed.
- Reduced appointment no-shows through diligent follow-up calls and reminders, maximizing clinic efficiency.
Customer Service Representative
Rocky Mountain Cancer Centers
Centennial, CO
10.2016 - 02.2017
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Responded promptly to vendor inquiries, fostering positive relationships with external partners.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Disbursed petty cash by recording entries and verifying documentation.
Education
GED -
Emily Griffith Technical College
Denver, CO05.2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Customer Relations
- Problem Resolution
Timeline
Customer Service Representative
Hire Connections Staffing Agency
07.2023 - 01.2024
Customer Service Representative
Denver Department Of Human Services
07.2021 - 08.2022
Insurance Benefit Representative
Anthem
07.2020 - 08.2021
Psychiatric Technician
Children's Hospital Colorado Anschutz Medical Campus, Aurora
03.2020 - 07.2020
Substitute Paraprofessional
Kelly Educational Services
10.2018 - 02.2019
Front Desk/ Medical Records
Denver Family Medicine
03.2017 - 03.2018
Customer Service Representative
Rocky Mountain Cancer Centers
10.2016 - 02.2017
GED -
Emily Griffith Technical College