Kresland Freeman
Ridgeland
Summary
Dynamic recruiter with a robust background in healthcare customer service and clinical review, notably at Prime Therapeutics. Excelled in enhancing customer accounts by 29%, leveraging skills in medical terminology and customer service excellence. Adept at ensuring compliance with federal regulations and driving business growth through strategic development and efficient process optimization. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Delivery Driver
JTA deliver driver
Pearl
10.2024 - Current
- Executed prompt and accurate package deliveries, ensuring high levels of customer satisfaction.
- Transported packages efficiently while upholding safety and reliability standards.
- Adhered to company protocols during timely package delivery, meeting client expectations.
Customer Service Representative
ManpowerGroup
Remote
01.2024 - 09.2024
- Resolved customer inquiries efficiently, ensuring satisfaction and loyalty.
- Addressed customer concerns promptly, enhancing service quality and retention.
- Managed customer interactions effectively, fostering positive relationships and repeat business.
Clinical Pharmacy Review Technician
Prime Therapeutics
02.2023 - 01.2024
- Maintained accurate records of patient profiles and drug inventories, ensuring compliance with regulatory standards.
- Developed a working knowledge of pharmaceutical terminology, dosage forms, routes of administration, therapeutic classes, generic and brand names.
- Communicated effectively with physicians regarding efficacy of medications or alternative treatment options when needed.
- Ensured compliance with federal regulations such as HIPAA rules regarding privacy of protected health information.
- Contributed to business growth by expanding customer accounts by 29% and reducing average call resolution time by 19%, exemplifying strong customer service and efficiency.
Healthcare Customer Service Representative
Xerox
Madison
07.2015 - 02.2023
- Provided customer service to patients, healthcare providers, and insurance companies.
- Maintained accurate records of patient interactions, including notes on billing concerns, insurance policies, medical procedures and other related topics.
- Performed claims research, appeals and related follow-up using medical systems and software.
- Utilized knowledge of ICD-10 coding guidelines to ensure accuracy in claim submission.
- Protected confidentiality of sensitive information to comply with HIPAA guidelines.
Education
High School Diploma - Medical Billing and Coding
Christ Missionary Industrial College
05.2012
Skills
- Medical Billing and Coding
- Inbound/Outbound Calls
- Medical Terminology
- Venipuncture
- Call Center Experience
- Acute Care
- Documentation Review
- Patient Monitoring
- Specimen Collection / Processing
- Clinical Laboratory Experience
- Medical Records
- Insurance Verification
- Patient Care
- Medicare/Medicaid
- Remote Office Availability
- Clerical Experience
- Live Chat
- Medical Coding
- Marketing
- Accounting
- Social Media Management
- Customer Service Excellence
- Accounts Receivable
- Salesforce
- Avaya
- HCPCS
- Employment & Labor Law
- Ai
- Scalability
- Business Development
- SAP
- Proficient in Microsoft Suites
- ICD-10
- RHIT
- Route optimization
- Time management
- GPS navigation
- Communication skills
- Problem solving
- Conflict resolution
- Package handling
- Customer service
Timeline
Delivery Driver
JTA deliver driver
10.2024 - Current
Customer Service Representative
ManpowerGroup
01.2024 - 09.2024
Clinical Pharmacy Review Technician
Prime Therapeutics
02.2023 - 01.2024
Healthcare Customer Service Representative
Xerox
07.2015 - 02.2023
High School Diploma - Medical Billing and Coding
Christ Missionary Industrial College
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