Live Chat Customer Service

**** **** *** **, *** ANTONIO, US, ***** •

***********@*****.*** • 210-***-****

KIMBERLEY THOMAS

Healthcare Professional

PROFESSIONAL SUMMARY

Healthcare professional with over 25 years of experience, demonstrating critical thinking and project management skills in diverse environments. Proficient in electronic medical records and claims processing, with a strong commitment to HIPAA compliance and health education. Passionate about enhancing patient care through empathy and attention to detail, aiming to leverage extensive expertise in advancing healthcare solutions. EMPLOYMENT HISTORY

DIGITAL EXPERIENCE SPECIALIST (LIVE CHAT/SMS) Nov 2023 - Present TekSystems San Antonio, TX (Remote)

• Managed live chat platform, providing personalized customer support and driving sales conversions.

• Implemented SMS marketing campaigns, increasing customer engagement and driving website traffic.

• Analyzed customer feedback from live chat and SMS interactions to improve user experience. INDEPENDENT CONTRACTOR Apr 2019 - Present

Live X San Antonio, TX (Remote)

VIRTUAL RECEPTIONIST (PART TIME) Oct 2021 - Feb 2023 Ruby Portland, OR (Remote)

• Answered calls, transferred to appropriate departments, and managed schedules efficiently.

• Provided exceptional customer service by promptly responding to inquiries and resolving issues.

• Handled calls for local businesses, law firms, major corporations and medical facilities. PROVIDER CREDENTIALING CLERK (PART TIME) Mar 2020 - Feb 2023 Peake Communication and Services Woodland, TX (Remote)

• Maintained accurate provider files, updating information as needed for credentialing process.

• Assisted with verifying provider credentials, ensuring compliance with organizational standards and regulations.

• Communicated effectively with providers and internal staff to expedite credentialing timelines. CLAIMS SPECIALIST May 2011 - Mar 2018

SJC LLC San Antonio, TX (Remote)

• Provided exceptional customer service by managing claim inquiries and concerns professionally.

• Investigated and processed insurance claims for accuracy and timely resolution.

• Negotiated settlements with policyholders and third-party claimants to ensure fair outcomes.

• Collaborated with legal team to address complex claims and mitigate risk exposure.

• Collaborated with cross-functional teams to develop strategies for enhancing digital customer experience.Spearheaded data- driven SMS campaign optimization, resulting in a substantial boost in click-through rates and conversions. Efficiently manage diverse projects, ensuring timely delivery and client satisfaction. Adapt to new technologies, enhancing project outcomes with innovative solutions. Communicate effectively with clients, fostering strong relationships and successful negotiations.

• Adhered to scripts, maintained HIPAA compliance and integrity with intake for all legal contacts.Managed high-volume call traffic, ensuring efficient routing and schedule management while maintaining HIPAA compliance for diverse client base. Elevated customer satisfaction through prompt issue resolution and personalized service, adapting communication style for various industries.

Executed precise call handling for legal, medical, and corporate clients, adhering to strict protocols and maintaining data integrity.

• Conducted audits to ensure accuracy and completeness of provider credentialing documentation.Streamlined provider credentialing process, ensuring accuracy and compliance with regulatory standards while expediting timelines for efficient onboarding.

INTAKE SPECIALIST (LEGAL AND MEDICAL) Aug 2024

Alert Communications (via Everise) Remote

EDUCATION

HIGH SCHOOL DIPLOMA Aug 1989 - May 1993

Louis W Fox Academic & Technical High School San Antonio, TX Graduated from the Bio-Medical Program.

SKILLS

Communication (Expert), Critical Thinking (Expert), Attention to Detail (Expert), Empathy (Expert), Medical terminology (Experienced), Electronic medical records (Experienced), Health education (Experienced), Team collaboration (Experienced), Problem-solving (Expert), Adaptability (Expert), Project management (Experienced), Customer service (Expert), HIPAA compliance (Expert), Credentialing (Experienced), Claims processing (Experienced), Digital Marketing (Novice).

LANGUAGES

English (Native).

• Record and maintain insurance policy and claim information in database systems and determine policy coverage while calculating claim amounts.Streamlined claims processing workflow, reducing turnaround time and enhancing accuracy in policy coverage determinations and settlement calculations. Facilitated client intake processes, enhancing efficiency and accuracy in legal and medical fields. Streamlined communication channels, improving client satisfaction and reducing response times. Analyzed client data to identify trends, aiding in strategic decision-making and service improvements. Streamlined intake processes for legal and medical cases, enhancing data accuracy and reducing processing time. Developed expertise in industry-specific terminology.

Managed high-volume client interactions, consistently meeting quality and efficiency targets. Implemented process improvements that boosted overall team productivity. Fostered strong relationships with legal and medical professionals, ensuring smooth information flow. Contributed to cross- functional projects improving client service standards.

Contact this candidate