Keyante Sanders

Customer Service Representative/ Call Center Agent

Monroe, LA 71202

adubhe@r.postjobfree.com

+1-757-***-****

·9 plus years’ of Customer Service / Call Center experience in Pharmaceutical, Healthcare, and Retail environments

·Previous pharmaceutical background (Patient Care Coordinator with Kroger Speciality Pharmacy)

·High – volume healthcare call center experience (Health Net Federal Services)

·Strong Familiarity with Healthcare platforms / policies Authorized to work in the US for any employer

Work Experience

Travel Remodel Merchandiser Tech

BrandPoint Services contracted by Dollar General

July 2022 to Present

• Projects include implementation of contract floor plan-o-grams (reconfigure or resets), visual merchandising, product cut-ins, retagging, cleaning and stocking of shelves and product rotation.

• Maximising customer interest and producing sales by configuring point-of-purchase locations and shelf management services to include fixtures and signage.

• Building an excellent service relationship with DG team members, BrandPoint Services personnel and clients

• Remaining accessible and having open communication with the Project Manager.

• Willingness to drive to different locations each week, within a 350 mile radius from resident, to meet client needs.

• Other duties as assigned.

Customer Service Representative/Call Center

Capital Group / Maximus contracted by Randstad US LLC - Hampton Roads, VA July 2021 to May 2022

• Assisted customers with a warm and professional attitude

• Daily interaction with customers to resolve any concerns/issues

• Processed customer request and incoming investment checks into investment accounts to include IRAs/TODs/529 etc.

• Managed assigned Financial Adviser/Brokerage Firms on various customer investment accounts

• Performed data entry for recordkeeping of all customer request, transactions and/or complaints

• Handled emails, inbound calls, and outbound calls Patient Intake Coordinator

ABC HEALTH CARE - Hampton, VA

January 2021 to March 2021

• Assists customers in office or via phone with all resupply orders for patient Sleep Therapy equipment.

• Document patient demographics, insurance and referral information and directives applicable to the specific products/services.

• Respond to patient/doctor referral inquiries regarding to orders.

• Perform insurance verification for eligibility and service coverage.

• Processed prescriptions for sleep therapy equipment based on insurance requirements.

• Scheduled deliveries, maintain task list and follow-ups per department guidelines. Customer Service Representative

Maximus Call Center - Hampton, VA

February 2020 to October 2020

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies. • Track and document all inquiries using the applicable systems. • Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children. • Complete associated tasks according to the established guidelines. • Track and document all inquiries using the applicable systems. • Meet Quality Assurance (QA) and other key performance metrics. • Facilitate the fulfillment of caller requests for materials via mail, email, or download. • Transfer/refer consumers to appropriate entities according to the established guidelines.

• Escalate calls or issues to the appropriate designated staff for resolution as needed. • Facilitate translation services for non-English speaking callers according to procedures. • Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems Pharmacy Document Processor

Anthem Inc./ Kelly Services - Virginia Beach, VA

May 2019 to July 2019

• Review, process and distribute pharmacy incoming faxed paperwork such as Prescriptions, Electronic Health Records (EHR), Power of Attorney (POA), Patient Authorizations, and Clinical Chart Notes to patients accounts

• Examine various document types and approve or reject as necessary in a timely manner

• Perform general clerical duties up to and including copying, filing, and faxing

• Accurately complete documentation and tracking of all tasks

• Report suspicious or fraudulent documentation immediately upon receipts Patient Care Coordinator

Kroger Specialty Pharmacy La Llc - (Healthcare Support Staffing from 11/2017 to 04/2018) - Harvey, LA November 2017 to November 2018

Answering incoming calls from current patients and prescribers' offices, as primary representative, to process medication refills and schedule delivery to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty.

• Documenting case activity, patient communications and correspondence for refill requests in CPR+ system.

• Ensure that callers' needs are met, address all questions and concerns and escalating issues involving complex clinical matters to the clinical team as appropriate.

• Contact patients to schedule delivery of medications in keeping with their requirements or to communicate refill denials and encourage follow up contact with their prescription provider. Customer Service Representative

Health Net Federal Services - Newport News, VA

September 2015 to March 2017

Handled veterans' non-VA Medical Care questions, ranging from routine appointment scheduling to complex surgical procedures

● Answered 60+ inbound calls per day; Conducted 20 outbound calls per day as needed for projects

● Assisted Veterans with benefit information, appointment scheduling using EHR, and all other VA concerns

● Researched inquiries concerning benefits, enrollment requirements, prior authorizations, and referral approvals

● Processed Requests for additional services submitted by providers Sales Associate/Customer Service/Order Writer

7-Eleven

March 2010 to July 2015

Various Franchisees

• Provided excellent customer service by responding quickly and resourcefully to customer requests or concerns

• Performed (POS) Point of sale operations and daily handling of cash

• Carried out re-merchandising, display, price markdowns duties

• Adhering to all store policies and procedures

• Executing marketing and visual merchandising initiatives

• Served multiple customers in a professional manner

• Increased sales by using suggestive selling techniques

• Received store deliveries

• Responsible for merchandise ordering and inventory intake Education

Diploma in Medical

Everest College

High School Diploma

West Jefferson High School - Harvey, LA

Skills

• Scheduling

• Organizational Skills

• Receptionist

• Billing

• Microsoft Excel

• Data Entry

• Outlook

• Microsoft Word

• CSR

• Customer Care

• Call Center

• Customer Service

• Customer Support

• Troubleshooting

• Typing

• EMR Systems

• Insurance Verification

• Medical Records

• Medical Scheduling

• Medical Billing

• Medical Office Experience

• Cold Calling

• English

• Patient Care

• HIPAA

• Medical Terminology

Languages

• English - Expert

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