Stacey Keithly
Alma,MO
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
31
31
years of professional experience
Work History
Team Lead/Quality Control Specialist
Optum
Eden Prairie, MN - Remote
10.2021 - Current
- Worked different stations to provide optimal coverage and meet production goals.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Audited team performance and compliance with 95% Accuracy, 35 records per hour, and 90% monthly report standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Customer Service Representative, Senior - Billing
Optum
Eden Prairie, MN - Remote
11.2016 - 09.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- 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.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative II
Quest Diagnostics
Lenexa, KS
10.2007 - 10.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Billing Specialist
Lab One
Lenexa, KS
12.2000 - 10.2007
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
- Used data entry skills to accurately document and input statements.
Histology Aide
MAWD Pathology Group
Lenexa, KS
01.1994 - 11.2000
- Delivered clerical support by handling range of routine and special requirements.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Collaborated with various departments to complete assigned tasks.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
Client Therapist
Nova Center
Kansas City, MO
01.1993 - 01.1994
- Developed and implemented intensive individualized treatment plans addressing family relationship problems, destructive patterns of behavior and other psychosocial issues.
- Documented patient information, treatment plans, and patient responses.
- Maintained and updated patient records, changes in service plans and treatment reports.
- Tracked progress according to goals for interventions.
- Counseled individuals, groups, and families to bring awareness of problems, deal with crisis situations and develop action plans.
- Guided clients in development of skills and cognitive behavioral therapy techniques.
- Assessed clients' mental health needs, developed treatment plans and monitored progress.
- Collaborated with multidisciplinary teams to develop and deliver treatment plans and patient care.
- Wrote reports on clients and maintained required paperwork.
Education
Business Administration And Management
University of Central Missouri
Warrensburg, MOBusiness And Elementary Education
Metropolitan Community College - Kansas City
Kansas City, MOHigh School Diploma -
Drexel RIV
Drexel, MO05.1989
Skills
- Performance Monitoring
- Production Monitoring
- Regulatory Compliance
- Trend Tracking
- Schedule Management
- Employee Evaluation
- Quality Control
- Complaint Resolution
- Workplace Safety
- Performance Improvement
- Client Service
- Overtime Management
- Coaching
- Quality Improvement
- Documentation and Reporting
- Mentoring
- Giving Constructive Feedback
- Conflict Resolution
- Staff Education and Training
- Teamwork and Collaboration
- Account Management
- Evaluating Employee Work
- Problem-Solving
- Work Planning and Prioritization
- Analytical Thinking
- Goal Setting
- Attention to Detail
- Client Support
- SOP Adherence
- Flexible Schedule
Additional Information
Proficient in Medical Terminology, Diagnosis coding, CPT codes, and different medical billing systems.
Timeline
Team Lead/Quality Control Specialist
Optum
10.2021 - Current
Customer Service Representative, Senior - Billing
Optum
11.2016 - 09.2021
Customer Service Representative II
Quest Diagnostics
10.2007 - 10.2016
Billing Specialist
Lab One
12.2000 - 10.2007
Histology Aide
MAWD Pathology Group
01.1994 - 11.2000
Client Therapist
Nova Center
01.1993 - 01.1994
Business Administration And Management
University of Central Missouri
Business And Elementary Education
Metropolitan Community College - Kansas City
High School Diploma -
Drexel RIV