Kia Church

**** ****** ***** *******, ** ***** 404-***-**** advctd@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL:

A highly trusted, goal oriented professional whose confidence, perseverance, and vision promote success. Through a collaborative approach, remaining transparent and consistently demonstrating ethical conduct has permitted me with the opportunity to effectively forge professional relationships across all levels of clientele. Displaying character, integrity and trustworthiness is paramount to achieving and maintaining best in class service.

CORE SKILLS:

Call Center Management Customer Service Business Management

Performance Management Training/Staff Development Staffing/Scheduling/Productivity Standards

Organizational Planning Account Reconciliation Analytic, research and problem-solver

EMPLOYMENT BACKGROUND:

Non Emergency transportation Services Manager Atlanta, GA 2019-Present

Transportation Services Contractor- Charged with guaranteeing prompt arrival and departure times for clients:

●Serve as an advocate who supports an array of critical transportation initiatives

●Ensure prompt arrival and departure times for clients scheduled medical appointments

●Build rapports by displaying patience and a positive mental attitude

Lincoln Financial Group Atlanta, GA 2017- 2019

Supervisor Claims Contact Center - Responsible for managing Atlanta Contact Center leveraging and driving claims/client service calls consisting of 15-27 agents:

●Successfully balanced management projects/pilots, supervisor responsibilities, and budget reporting

●Monitored metrics, attendance, performed call audits and presented performance evaluations

●Implemented coaching strategies to ensure achievement and quality standards are met within the department

●Provide support resolution with professional deliverables that build relationships with the customers/clients and/or organization, business partners

Wipro Business process services Atlanta, GA 2015- 2017

United Health Care Contractor Call Center Supervisor - Accountable for call center agents (12-20) who reach out to approximately 40 -60 customers per day to ensure client information in accurately listed in web page:

●Monitored random calls to improve quality, customer engagement and technical accuracy

●Analyzed reporting data to identify areas of opportunity and initiate corrective action processes as warranted

●Assist with the implementation of new processes, present mid-year and annual performance appraisals

DEKALB CO. PARKS & RECREATION Atlanta, GA 2012- 2015

Lead Recreational Counselor - Serve and connect the community with impactful human/health services inspiring purposeful growth:

●Partnered with leaders on various levels to provide direction and support to women, children and families

●Through a partnership orientation, encourage, empower, and motivate individual growth

●Lead discussions on conflict resolution, self-esteem, problem solving, health-wellness, and relationship building

EAGLE HOSPITAL PHYSICIANS Atlanta, GA 2010- 2013

Billing and Accounts Receivable Billing Supervisor - Partnered with the Revenue Manager and was charged with supervising the day- to-day functions of the medical billing team, which consisted of reviewing, coding and collecting all services provided at the clinic and hospital. Entrusted with the professional development of approximately (15-25) agents:

●Implemented policies, procedures and systems for proper coding and quality assurance

●Ensured accuracy to optimize reimbursement while adhering to regulations

●Monitored tasks to improve billing practices and increase revenue

●Attended training and meetings to receive updated coding and or billing information

●Prepared and submitted monthly reports to management

APOLLO MD Atlanta, GA 2008- 2010

Billing and Accounts Receivable Supervisor - Responsible for the initial and ongoing motivation, training and development of the medical billing team that consisted of (10-15) Oversee and streamline billing and collections processes.

●Partnered with agents to respond to insurance carrier concerns

● Utilized medical billing software to respond to patient refund requests

●Initiated and monitored quality assurance processes

●Screened, interviewed, hired, and trained employees

APOLLO MD Atlanta, GA 2006- 2008

Insurance Reimbursement Team Leader - Charged with reviewing medical insurance and billing companies’ submissions to determine the method of payment for patients. Reviewed insurance claims in the billing department and ensure that clients or customers receive accurate reimbursements for their claims.

Accountable for call center agents (18-25) agents who were charged with contacting medical professionals to ensure that services rendered were allowable and payable.

●Applied coaching for growth strategy to ensure performance standards were achieved

●Screened random calls to improve quality, technical accuracy and overall customer engagement

●Analyzed reporting data to identify areas of opportunity

APOLLO MD Atlanta, GA 2006- 2007

Insurance Reimbursement Specialist - Partnered with insurance and billing companies to determine the method of payment for patients. Reviewed insurance claims and ensured that clients or customers received appropriate reimbursements for claims submitted.

EDUCATION: Beulah Heights University Bachelor of Science 2019

SKILLS: Experienced in Microsoft Office Applications: Outlook, Excel and Word

OMEGA, Avaya Phycon and NDB

IDX, Noble, Docstar and Gateway; Ingenious Med, Practice Lotus notes and People soft

Centricity and Verinet

Contact this candidate