Customer Service Representative
Resume:
***** ****** ******* #**** *******, tx *****
Phone 720-***-**** • E mail ***********@*****.***
Kendra m. Love
Objective
To obtain a challenging position in the medical/business field that will
enable me to use and enhance current skills while contributing to
company growth and development
Education
Spring 2013 2014 Community College of Aurora
Degree Accepted in Associate of Arts
Denver, CO
2007 2014 Lone Star Community College Houston, TX
Degree Accepted in Associate of Arts via CCA
2005 – Fall 2006 University of Houston Houston, TX
Seeking Degree
2001 2005 Denver East High School Denver, CO
Diploma Accepted
Work experience
January 2014 May 2014
PFS Team Member Kaiser Permanente, Aurora,
CO
Receives, responds to & accurately documents incoming phone calls for
various insurance types using Web & system based resources
Responds to inquiries regarding details of coverage & explains specific
bills in detail
May conduct quick audits of accounts for members including checking
deductibles, co insurance, out of pocket max, payments posted, date of
posting, what has been billed & not billed, etc
Makes adjustments to accounts as needed, or notifies other department
to make corrections (coding, claims, pharmacy, etc)
Takes payments over the phone, sets up payment plans, re ages
accounts & works w/ collections vendor as needed
Escalates refunds for overpayments, worker's comp issues, coding
errors, claims issues, etc
Responds appropriately to observed fraud & abuse
May 2012 January 2014
Member Services Representative Kaiser Permanente,
Denver, CO
Handle member inquires
Assist department in reaching call handling goals, complaint
resolutions
Provide empathy when dealing with members
Demonstrate knowledge, skills, abilities to perform professionally
Communicate between members and providers when necessary
Take credit card payments for services rendered
Assisting current management with providing additional support for
new hires
Basic claims training
KP.ORG password resets
December 2011 May 2012
Customer Service Representative Kaiser Permanente,
Denver, CO
Schedule appointments in a prompt and courteous manner
Confirm appointments and handle cancellations
Expedite resolutions to patients
Communicate between nurses and patients
Transfer calls when necessary
August 2010 July 2011
Patient Account Analyst Kelsey Seybold Clinic, Houston,
TX
Verify insurance eligibility and benefits
Maintain the enrollment integrity of the Practice Management
Systems
Analyze eligibility media, utilizing various system applications
for reporting purposes
Interpret multiple medical plan benefits to maximize accurate
collections
Communicate with clinic and/or patient with any necessary
information prior to or during patient’s visit
March 2009 August 2010
Customer Service Representative Kelsey Seybold Clinic,
Houston, TX
Schedule appointments in a prompt and courteous manner utilizing PC
and IDX scheduling software
Confirm appointments and handle cancellations
Expedite resolutions to patients
Communicate between nurses and patients
Transfer calls when necessary
May 2008 December 2008 Regions Bank, Houston, TX
Senior Teller
Conduct customer transactions
Handle currency
Balance a drawer
Provide assistance to customers via telephone
Vault teller
Opening and closing procedures
July 2006 May 2008 JPMorgan Chase, Houston, TX
Teller
Conduct customer transactions
Handle currency
Balance a drawer
Provide assistance to customers via telephone
Opening and closing procedures
March 2006 June 2006 Sonic Restaurant, Houston,
TX
Cashier
Placed orders
Prepare Food
Maintain cleanliness in lobby
November 2003 – July 2004 Arby’s Restaurant, Denver, CO Denver,
CO
Cashier
Placed orders
Prepare food
Maintain cleanliness in lobby
skills
Typing Skills: 40 wpm
Epic 2007/2008/2009
Microsoft Office Suite (Excel, Word, Outlook, Adobe)
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