Patricia Cantrell

• Handle wide variety of member inquiries including but not limited to: facility information, web support, promoting kp.org, ID cards, complaints, eligibility and benefit information, correspondence inquiries, adding or removing dependents, escalations, special and open enrollment periods, and premium billing.
• Represent Kaiser Permanente in a professional manner when answering and documenting all incoming calls to determine their nature.
• Respond to complex calls related to specialized product lines or queues and evaluate data to determine and implement the appropriate course of action to resolve complaints and/or coordinate service recovery.
• Interact with providers and other health plan organizations to obtain information relevant to the concern or inquiry at hand.
• Perform other duties as required and demonstrate the utmost professionalism and compassion when handling each call.
• Monitor my production and compliance goal metrics to ensure I am meeting company standards.
• Answered constant flow of customer calls with minimal wait times.

• Utilized office management software to record and track customer information.
• Edited documents to keep company materials free of grammar errors.
• Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
• Handled customer inquiries via Virtual Call Center and assisted multiple supervisors with various assignments.
• Assisted with all mailroom procedures including processing incoming and outgoing mail, rerouting mail properly, processing canceled checks in CUBS system, managing postage machine, and much more.
• Followed up on missing unemployment documents for claimants.
• Documented incoming claimant paperwork in internal system.
• Assisted with properly disposing of archived documents and creating an electronic filing system for documents that were not ready for disposal.

• Educated customers about billing, payment processing and support policies and procedures.
• Processed water service applications and created accounts.
• Followed-up on missing service application documents.
• Mailed customers adverse action letters and processed return mail.
• Handled customer inquiries regarding billing, water outages and financial assistance.
• Provided excellent customer care when making collections calls and offering payment plans.
• Ensured all new customer accounts were processed with correct payment time structure and water codes.

• Ensured timely delivery of reports by effectively prioritizing tasks and meeting deadlines.
• Created complex excel reports of production metrics for upper management and finance department.
• Edited and proofread documents for accuracy and completeness.
• Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
• Developed comprehensive reports for management, highlighting inventory levels, trends, and areas of concern.

This gap of employment is due to pregnancy leave and bonding time.

• Researched and partnered with new affiliate companies for product promotional purposes.
• Worked closely with website designer to create landing pages that converted well.
• Monitored company funds, employee HR duties, and affiliate payouts.
• Managed daily news blog.
• Planned, scheduled, and attended multiple trade shows world-wide for promotional purposes.
• Ensured employees were meeting company goals and performing based on company policy.
• Reviewed affiliate content that was uploaded to our platform.
• Worked with members of law enforcement regarding illegal content uploads.