Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Kiyona Powell

Lake Elsinore,CA

Summary

Dedicated and results-driven professional with a proven track record in delivering exceptional customer experiences. Skilled in refining onboarding processes and nurturing client relationships to drive satisfaction and retention. Adept at leveraging data-driven insights to identify areas for improvement and collaborate cross-functionally to achieve customer success objectives. Trusted advisor with the ability to build strong relationships with customers and key stakeholders. Data-driven, technology-savvy professional who influences product roadmaps and ensures successful renewals.

Overview

7
years of professional experience

Work History

Total Vision

Patient Care Coordinator
06.2022 - 11.2023

Job overview

  • Successfully implemented proactive measures to reduce claim rejections by 91%, improve revenue cycle management, and ensure regulatory compliance, demonstrating meticulous attention to detail and adherence to industry standards in insurance eligibility verification and claims auditing
  • Spearheaded initiatives to enhance onboarding experience, contributing to create smoother transition for new employees and fostering positive workplace environment
  • Collaborated effectively with various departments, building trusted relationships with both internal and external stakeholders to facilitate seamless communication and workflow efficiently
  • Utilized analytical skills to assess and interpret data related to insurance claims, generating comprehensive reports for management to support informed decision-making and identify areas for process improvement
  • Played pivotal role in educating patients on insurance-related matters, ensuring clarity in communication, and assisting them in understanding their coverage, contributing to overall patient satisfaction
  • Successfully integrated and utilized technology tools to streamline administrative tasks, enhancing overall office efficiency and contributing to more modern and effective workflow
  • Proactively engaged in ongoing training to stay abreast of industry changes, ensuring deep understanding of evolving regulations and best practices in healthcare.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.

Medimpact

Contact Center Associate
05.2021 - 12.2021

Job overview

  • Harness proficiency in diverse company database programs to meticulously research and resolve intricate issues related to benefit information, claims adjudication, eligibility verification, prior authorization, and other Pharmacy Benefits Manager (PBM) processes
  • Consistently deliver exemplary service surpassing department performance standards by achieving a remarkable 20% improvement in metrics such as Average Hold Time, Abandonment Rate, Talk Time, Quality, Adherence, and One-touch Resolution.
  • Utilize task routing feature within Salesforce.com and other pertinent processes and tools to accelerate escalation of critical issues.
  • Leverage timely follow-up requests and collaborate with relevant IT departments to ensure prompt and efficient resolution of complex challenges, utilizing available resources effectively.
  • Skillfully diffuse irate or emotionally upset customers by actively listening to their issues, providing empathetic communication, and delivering positive solutions to resolve concerns, maintaining focus on customer satisfaction
  • Identify opportunities for enhancement and innovation within IT workflow processes, operating systems, training programs, reference materials, and quality initiatives
  • Provide valuable recommendations to department leadership to elevate overall customer experience and streamline IT operations.

Willis Towers Watson

Benefits Administrator
09.2020 - 02.2021

Job overview

  • Establish quick rapport with customers and respond with compassion, ensuring interactions are characterized by respect, accuracy, and timeliness
  • Deliver exceptional customer service support for client health and welfare plans through adept use of web-based systems, ensuring efficient tracking, precise information gathering, and prompt issue resolution
  • Successfully resolved complex benefit-related inquiries and discrepancies, showcasing comprehensive understanding of diverse benefit offerings.
  • Demonstrate meticulous management of confidential information, exercising sensitivity and discretion in handling data related to health and welfare plans
  • Skillfully simplify intricate health and welfare terms, complex plan information, and processes, providing easily understandable explanations and instructions for clients
  • Streamline handling of customer inquiries received via both phone and email, ensuring prompt and effective resolution to enhance overall customer satisfaction.
  • Collaborated closely with internal teams and external stakeholders to troubleshoot and resolve benefit-related issues, fostering strong working relationships and enhancing overall client satisfaction.
  • Ensured timely processing of life event changes, diligently updating employee records as needed.
  • Adapted quickly to changes in benefit regulations and industry trends, ensuring compliance and delivering value-added solutions to meet evolving client needs.

Wendy's

Cashier
10.2016 - 08.2020

Job overview

  • Facilitated team initiative to improve customer satisfaction scores by 25%, resulting in significant boost in positive feedback and repeat business.
  • Demonstrated exceptional customer service skills by greeting customers warmly, taking accurate orders, and efficiently processing payments.
  • Proactively resolved customer complaints and concerns to ensure positive dining experience and promote customer satisfaction.
  • Effectively managed cash register operations, including handling cash transactions, processing credit card payments, and reconciling daily cash drawers with accuracy.
  • Trained and mentored new team members on cashiering procedures, product knowledge, and customer service best practices, contributing to their successful onboarding and integration into the team.
  • Assumed leadership responsibilities during shifts, including delegating tasks, coordinating break schedules, and ensuring smooth operation of the restaurant.
  • Consistently exceeded performance targets and received recognition as top-performing cashier, demonstrating dedication, reliability, and strong work ethic.
  • Maintained a clean and organized cashier station, adhering to food safety and sanitation guidelines to uphold the highest standards of cleanliness and hygiene.
  • Collaborated effectively with colleagues and management to drive operational excellence and achieve team goals, contributing to a more positive work environment and fostering a culture of teamwork and mutual support.

Education

Ultimate Medical Academy
Tampa, FL

Associates from Healthcare Accounting
05.2025

Skills

  • Customer Relationship Management Data Analysis and Metrics Monitoring Onboard Training & Development Customer success Interpersonal Skills Conflict Resolution Team Collaboration and Leadership Verbal, Written, and Listening Communication Microsoft Google suite Self Motivated Ability to Adapt in Fast Paced Environments Attention to Detail Navigating Complex Systems Collaborate Cross-Functionally High-Volume Call Center Solution Mindset Multitasking Resilience Presentation & Facilitation Impact-Driven Strategic Creativity Technical Literacy Sales Start-Up Mentality Organizational skills

Timeline

Patient Care Coordinator

Total Vision
06.2022 - 11.2023

Contact Center Associate

Medimpact
05.2021 - 12.2021

Benefits Administrator

Willis Towers Watson
09.2020 - 02.2021

Cashier

Wendy's
10.2016 - 08.2020

Ultimate Medical Academy

Associates from Healthcare Accounting

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Kiyona Powell