Zena Reeves (She,Her)
Sudley Springs,United States
Summary
Insightful customer service specialist with 30 years of experience directing and improving operations of medical call centers with a high degree of efficiency. Leading point person for team members and managers to ensure proper lines of communication and training. Maintains problem resolution abilities and superior level of confidentiality. Meets deadlines, and dedicated to multicultural awareness and adaptability.
Overview
21
21
years of professional experience
Work History
Intake Specialist
Life Enhancement Services
03.2023 - 12.2023
- Utilized Optum and Incedo to verify clients eligibility for medical services paid for through Maryland Medicaid.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Improved interdepartmental communication through regular updates on client progress, fostering better case management across teams.
- Contributed to a reduction in client wait times by effectively managing appointment scheduling and resource allocation.
Tele-Service Representative
Kaiser Permanente
07.2007 - 01.2022
- Cross-trained existing employees to increase team agility and performance.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delegated over 1000 patient scheduling calls and chart processing per week via EPIC/HealthConnect and Cisco.
- Communicated pertinent information and instruction for specific physicians orders to health team members, including completion of interdisciplinary referrals.
- Established status and performance reports for managers as Team Lead to address company strengths and weaknesses.
Customer Service Executive (TEMP Katrina Assist)
FEMA
09.2005 - 03.2007
- Answered multiple phone lines via switchboard.
- Responded to various emergency management functions including but not limited to; disaster response and recovery efforts.
- Processed over 50 claims/request per day for disaster assistance.
- Provided status updates for preliminary casework and/or determinations.
- Offered friendly and efficient service to victims; handled challenging situations with empathy.
Clinical Administrative Coordinator
Northern Virginia Doctors Of Optometry
04.2003 - 04.2005
- Managed over 100 client calls per day to respond to inquiries, using open-ended questioning skills to attain applicable information.
- Maintained knowledge of standardized medical billing codes.
- Responsible for insurance and benefits verification.(Medicaid, Medicare, Private Insurance, Tri-Care)
- Coordinated schedules with patients and facility calendar.
- Supervised and managed daily activities of clinical team consisting of 7 physicians, nurses and support staff.
Education
Some Courses Completed - Business Management
Northern Virginia Community College
Woodbridge, VA01.1995
Skills
- LGBTQIA Health
- HIPPA Compliance
- EPIC Operations
- MS Office
- Outlook
- POS Systems and Ordering Platforms
- Detail-Oriented
- Data Entry and Maintenance
- Claims Processing
- Eligibility review
Timeline
Intake Specialist
Life Enhancement Services
03.2023 - 12.2023
Tele-Service Representative
Kaiser Permanente
07.2007 - 01.2022
Customer Service Executive (TEMP Katrina Assist)
FEMA
09.2005 - 03.2007
Clinical Administrative Coordinator
Northern Virginia Doctors Of Optometry
04.2003 - 04.2005
Some Courses Completed - Business Management
Northern Virginia Community College
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