Kayla Hemmings

Waterbury, CT *****

475-***-**** ad15wu@r.postjobfree.com

SUMMARY

Medical Billing and Coding Specialist with 3+ years of experience providing quality skills in communication, telecommunication, computer skills, medical terminology, and medical billing and coding. With 5+ years as an experienced and reliable customer service representative aiding in a fast-paced environment. Strong dedication to helping customers with a proven ability to listen attentively, solve problems quickly and efficiently, and create high quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.

EDUCATION

Southern New Hampshire University, Manchester, NH (online)

Bachelor of Arts. Major, Psychology: Child and Adolescent Development

(expected date of graduation, May 2025)

PROFESSIONAL WORK EXPERIENCE

Elevance Health – Remote 07/2022 - Present

Customer Service Representative

Analyze issues and provides solutions and information

Operate a PC/image station to obtain and extract information

Document information, activities, and changes in the databases

Adhere to confidentiality

Thoroughly document inquiry outcomes for accurate tracking and analysis

Develop and maintain positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner

Seek, understand and respond to the needs and expectations of internal and external customers

Research and analyze data to address operational challenges and customer service issues

Receive and place follow-up telephone calls and emails to answer customer questions

Display flexibility to comply with work schedules

Provide guidance and instruction to new hires regarding daily tasks, company policies and procedures

Oversee progress toward goals and coaching peers as needed

Connecticare – Remote 05/2021 – 05/2022

Customer Service Representative

Received and responded to inquiries and issues from members

Provided members with service information regarding benefits, coverage, payment, coding and health service policies and procedures

Simultaneously logged all inquiries in the call tracking system accurately according to company procedure

Patiently and politely addressed member concerns

Maintained telephone log documenting number, content and type of calls received

Functioned as a scheduling agent, working in collaboration with the member, to ensure appointments are scheduled, as necessary

Informed and educated members on how to utilize self service capabilities and functionality with the portals and mobile application

Followed through with callers when inquiries and issues could not be resolved on first contact

Assessed member information, took necessary actions and advised members on actions taken

Researched and analyzed recurring trends, issues and complaints to determine root cause then made necessary recommendations and solutions

Collaborated with various departments throughout the organization to identify issues or areas of concern for members

Displayed a positive attitude and embraced the call center vision; to be member focused

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