Customer Service Voice Over

Karen M. Wilson

Louisville, KY *****

ad5dni@r.postjobfree.com 502-***-**** Customer Service Leader

Combining advanced voice experience with global customer service leadership, driving results in non-profit and companies.

Empathic, positive, and detail-oriented voice over artist and client relations leader with extensive experience and passion for managing teams and leveraging communications expertise to add value in companies and non-profits. Skilled in creatively and efficiently solving business problems and coaching, training, and supervising associates to achieve shared objectives.

Process-driven, proficient in defining scope of projects, executing solutions, and monitoring implemented systems regularly. Exceptional organization skills, masterful at handling multiple projects and completing in timely manner.

Voice Over Expertise: Radio / Television Commercials, Announcements, and Corporate

Areas of Expertise: Leadership & Development Interviewing Project Management

Strategic Planning Relationship Management Training

Professional Experience

22nd CENTURY, Louisville, KY 2023 – Present

Disease Investigation Specialist

Investigate complaints and prepare reports for documentation as member of KY Cabinet of Health for Communicable Disease. Locate and interview individuals who have not yet received care for communicable disease and counsel individuals on the status of their communicable disease. Maintain electronic files in accordance with state and federal regulations and adhere to utmost standards of confidentiality in relation to investigations / interviews.

Researched and analyzed Cabinet of Health for Communicable Disease complaint data to identify and follow up with individuals suffering from communicable diseases, leveraging empathy and discretion in interviewing, guiding to next steps in obtaining necessary and life-saving healthcare.

Collaborated with internal team members and community resources to support patients during transition to gain quality care, ensuring healthcare needs were met.

Analyzed data and implemented necessary actions to improve accuracy or correct variances in inventory management systems. Supported corporate and field associates as primary point of contact for systems utilized by placement, buying, and store teams. Fielded help ticket inquiries and contributed cross-functionally as needed.

US Oncology, Louisville, KY 2023

Patient Financial Counselor II

Counseled patients on insurance benefits and co-payment. Reviewed insurance verifications and eligibility and assessed patient responsibility. Collaborated with insurance companies and medical staff to obtain pre-authorization for services.

Leveraged personable and empathic counseling approach to guide patients in reviewing insurance benefits and patient responsibility for care and procedures, following up with patients, medical teams, and insurance providers, ensuring timely payment for procedures.

Collaborated with multidisciplinary internal and external teams to verify benefits, anticipating and resolving account issues before occurrence of problems.

Karen Wilson ad5dni@r.postjobfree.com Page Two

UNIVERSITY OF LOUISVILLE HEALTHCARE, Louisville, KY 2021 – 2023

Administrative Lead

Client facing administrator for large hospital. Greeted and electronically signed patients into medical records system. Coordinated transition of patients to various hospital departments. Communicated cross-functionally on EPIC patient-centered medical home and addressed systems issues with internal and external partners.

Facilitated patient intake process by inputting sensitive patient information into EPIC medical records system, maintaining confidentiality and treating all patients with dignity.

Compiled, administered, and managed smooth transition of patients to various hospital departments, coordinating with medical staff, ensuring patients received exceptional care during hospital visit / stay.

Episcopal Church Home, Louisville, KY 2019 - 2021

Front Office Administrator

Oversaw all administrative responsibilities for church. Greeted guests and managed phone system. Directed communications and orchestrated meetings for staff and small groups. Coordinated volunteers and led community initiatives.

Worked with pastor and leadership team to provide positive and engaging atmosphere for guests when visiting or contacting church, ensuring that all administrative functions ran smoothly.

Volunteers of America Mid-States 2018 - 2019

Human Resources Administrative Lead

Onboarded new employees and processed new hire paperwork. Drafted and distributed communications to managers and team leads. Managed inventory of office supplies and business cards and name badges for employees. Created new employee binders for orientation. Performed background checks.

Developed new employee onboarding process for non-profit, establishing processes for welcoming new employees to company.

Reviewed HR documentation with new employees, ensuring that employees were ready for work on the first day.

Additional Relevant Experience

WCHQ- 100.9 FM; Louisville, KY

Radio Personality & Host of the “Community Spotlight” Show

Wave 3, Louisville, KY

Production Intern

Education

Bachelor of Arts (B.A.), Communication, University of Louisville, Louisville, KY

Technical Skills

Microsoft Office Suites EPIC Google Workspace

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