Customer Service
Teresa Keegan
Kaiser Permanente
CROFTON,MD
17
years of professional experience
Experienced member services professional with 16+ years in customer support, issue resolution, and relationship building. Skilled in handling high-volume inquiries, documenting interactions accurately, and delivering calm, professional service.
Work History
Member Service Representative
14 Years 3 Months- Documented service interactions in member systems to maintain complete case records.
- Resolved member inquiries regarding benefits, eligibility, claims, referrals, and authorizations.
- Explained health plan coverage, copayments, and service options using clear, accurate communication.
- Guided members through enrollment, plan changes, and provider selection processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
Provider Services Representative
2 Years 1 Month- Interpreted plan details to support accurate authorization and referral guidance.
- Resolved provider inquiries regarding eligibility, benefits, claims, and billing requirements.
- Coordinated with claims, network, and clinical teams to expedite issue resolution.
- Documented provider interactions and case notes in call tracking systems.
- Ensured compliance with service standards, privacy requirements, and operational procedures.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
- Promoted positive relationships between the organization and its network providers through timely responses to inquiries and effective issue resolution.
- Improved provider satisfaction by promptly addressing and resolving service issues.
Education
Master of Education - Physical Education
Master of Science - Physical Education
Skills
Customer service
Customer support
Billing support
Customer assistance
Customer engagement
Problem resolution
Account management
Complaint resolution
Document management
Transaction processing
Relationship building
Client relations
Timeline
Member Service Representative
Kaiser Permanente
10.2011 - 01.2026Read More
Provider Services Representative
UnitedHealthcare
07.2009 - 08.2011Read More
Temple University
Master of Education from Physical Education
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University of Arkansas
Master of Science from Physical Education
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