Shakayla Keyes
Huntsville
Summary
Committed to ensuring customer and/or patient satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address needs effectively.
Overview
8
8
years of professional experience
Work History
Health Insurance Specialist
Caresource
Indianapolis, IN
12.2021 - Current
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Achieved high client retention rates by providing exceptional customer service and addressing concerns promptly.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Streamlined claim processing for quicker reimbursements, implementing a digital documentation system.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Customer Service Representative
Blue Cross Blue Shield
Huntsville , Alabama
02.2020 - 12.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with numerous of calls in queue per minute.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Paid or denied medical claims based upon established claims processing criteria.
- Managed large volume of medical claims on daily basis.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
Life Insurance Agent
Colonial Penn Life Insurance Company
Indianapolis, Indiana
03.2018 - 02.2020
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Maintained high standards of customer service by building relationships with clients.
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication.
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
Customer Service Representative
Caresource Health Plan
Indianapolis, IN
05.2016 - 04.2018
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Completed training and worked effectively under high-pressure client services environments.
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Maintained clean, organized and well-stocked member service area.
- Assessed caller accounts to determine health benefits, identify service needs and resolve issues.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
Certification - Medcial Assisting
Virginia College - Birmingham
Birmingham, ALSkills
- HIPAA Compliance
- Healthcare knowledge
- Insurance regulations
●Multi-line phone operation proficiency
● Committed to Committed to maintaining data integrity
● MS Windows proficient
● Medical terminology
● Electronic medical records
● Local/state health laws knowledge
● CPR/First Aid certified
● Insurance claims
● Health insurance
● Policy renewals
● Claims reporting systems
- Vital signs monitoring
- Patient Observation
● Skilled in call center operations
● Persuasive speaker
● Facets
● Diagnostic codes
● Triage
● Interpreting laboratory results
● HIPAA compliance
● Phlebotomy
● Insurance sales expertise
● Life insurance
● Quotes and sales
● Client needs analysis
Timeline
Health Insurance Specialist
Caresource
12.2021 - Current
Customer Service Representative
Blue Cross Blue Shield
02.2020 - 12.2021
Life Insurance Agent
Colonial Penn Life Insurance Company
03.2018 - 02.2020
Customer Service Representative
Caresource Health Plan
05.2016 - 04.2018
Certification - Medcial Assisting
Virginia College - Birmingham