Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kyla Diamond

Jacksonville ,FL

Summary

Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems. Dedicated [Administrative Manager] with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.

Overview

10
10
years of professional experience

Work History

Front Desk Receptionist

Jacksonville Children's Surgery Center
08.2024 - Current
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Completed all tasks in compliance with company policies and procedures.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Worked effectively in fast-paced environments.

Front Desk Receptionist

Millennium Physician Group
09.2022 - 08.2024
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Used internal software to process reservations, check-ins and check-outs.

Referral Coordinator

UF Health Jacksonville
09.2022 - 09.2022
  • Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
  • Scheduled appointments with specialists on behalf of clients.
  • Called insurance companies to get precertification and other benefits information on behalf of patients.
  • Weighed patient need, provider availability and insurance coverage to determine optimal scheduling.
  • Followed up with clients and specialists to inquire about experience and collect reports.
  • Coordinated with medical staff and patients to find cost-effective options for services.

Customer Service Representative

UF Health Jacksonville
02.2020 - 09.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

RepresentativeMarch

Customer Service, Novitas Solutions
01.2017 - 02.2020
  • Overseeing information for processing claims through a detailed business process, working and helping the provider on getting their claim paid and looked at
  • Looking to see if the policy and regulations as been updated
  • Overseeing to make sure MEDICARE is paying and processing the claim correctly.

Claims ProcessorSeptember

Aetna
01.2015 - 03.2017
  • Overseeing information for processing all claims through a detailed examination business process, computation of actuals for insurance filing purposes and maintain customer's data analytics for reporting
  • Governance through the State of Florida laws, regulations, policy and procedures in processing claims
  • Assist with coordinating customer feedback on issues and resolutions on special case management claims through troubleshooting.

Customer Service RepresentativeFebruary

Convergys, AT&T
01.2015 - 08.2015
  • Problem solver for all customer complaints, coordinated and reported all closed customer accounts, scheduled appointments for new products and service installations
  • Designed a triage follow-up schedule to touch bases with current and past customer to improve customer satisfaction for our internal reporting.

Education

Edward H. White High School
Jacksonville, FL

Skills

  • Microsoft Office, Share Point, Data Communications, Communications Systems, Virus Protection, Trouble Shooting, Professional Development, Public Speaking and Customer Service
  • Customer Complaint Resolution
  • Data Research and Analysis
  • Data Entry and Database Software
  • Call Answering and Routing
  • Front Desk Operations
  • Greeting and Seating Clients
  • Positive Attitude and Energetic

Additional Information

  • BACKGROUNDPersonable, reliable, competent, team oriented and committed with a proven success in the public environment seeking a challenging position with high levels of responsibilities in customer relations. Demonstrates organizational and communication skills in developing and maintaining long-term relationships and employee satisfaction. Works well independently or as part of a team and quickly adapts to new concepts and work environments coupled with over 12 years of experience.

Timeline

Front Desk Receptionist

Jacksonville Children's Surgery Center
08.2024 - Current

Front Desk Receptionist

Millennium Physician Group
09.2022 - 08.2024

Referral Coordinator

UF Health Jacksonville
09.2022 - 09.2022

Customer Service Representative

UF Health Jacksonville
02.2020 - 09.2022

RepresentativeMarch

Customer Service, Novitas Solutions
01.2017 - 02.2020

Claims ProcessorSeptember

Aetna
01.2015 - 03.2017

Customer Service RepresentativeFebruary

Convergys, AT&T
01.2015 - 08.2015

Edward H. White High School
Kyla Diamond