Kyera Evans

Conduct assessments to determine student language proficiency in speaking, reading, and listening.

Develop personalized lesson plans tailored to individual learning goals and skill levels.

Provide clear explanations of grammar, sentence structure, and vocabulary through interactive exercises and drills.

Utilize engaging methods, such as role-playing and multimedia resources, to enhance student participation.

Deliver constructive feedback and actionable recommendations to improve pronunciation and fluency.

Motivate students to practice outside lessons by recommending books, podcasts, and real-life conversational activities.

Successfully helped students achieve English proficiency milestones, boosting their confidence in diverse settings.

In this role, I assisted Medicare Flex Card holders with account management and technical support, helping them activate their cards, check balances, and resolve transaction issues. I guided members through the benefits of their Flex Card, explaining how they could use it for a variety of health-related expenses, including:

Over-the-counter health items such as toothpaste, vitamins, and more at participating retailers.

Groceries like fresh meats, vegetables, frozen foods, dairy items, and canned goods at approved stores.

Assistive devices such as handrails, shower stools, and other home safety items.

Out-of-pocket costs related to dental, vision, and hearing needs through their flex account.

Utility payments, including gas, water, electric, cable, and cell phone bills (flex account).

I also helped customers understand their monthly or quarterly allowances, locate participating vendors, and navigate the payment process at eligible pharmacies, grocery stores, and healthcare providers.

When issues arose, I troubleshot declined transactions, card malfunctions, and system errors to ensure members could access their benefits without disruption. I also provided support for PIN resets, lost or stolen card replacements, and fraud prevention. Throughout every interaction, I focused on delivering clear, patient, and helpful service while ensuring compliance with Medicare guidelines and company policies.

Handled over 90 daily customer inquiries via phone, addressing product specifications, availability, pricing, and delivery options across company brands.

Guided customers through the purchasing process, including order placement, payment processing, and returns management.

Demonstrated in-depth product knowledge, including materials, dimensions, and assembly instructions, to recommend suitable items.

Troubleshot and resolved customer concerns by coordinating with logistics, warehouses, and internal teams.

Provided ongoing support to customers from pre-sale inquiries to post-sale assistance, ensuring a seamless experience.

Documented interactions and resolutions in customer service databases for accuracy and future reference.

Maintained adherence to company policies, privacy regulations, and service standards to build trust and loyalty.

Managed 80–90 plus calls daily, assisting members with benefit inquiries, eligibility verification, and claim resolution.

Explained complex policy documents, including terms, coverage, and Explanations of Benefits (EOBs), in simple terms for members.

Acted as a liaison between members and healthcare providers to schedule appointments and connect with specialists.

Guided members in navigating myuhc.com and other United Healthcare portals, empowering self-service while providing support as needed.

Collaborated with internal teams to resolve escalated issues and ensured accurate documentation across databases.

Consistently met performance metrics, including first-call resolution, customer satisfaction, and adherence to call quality standards.

Played a key role in enhancing member satisfaction by providing personalized support and accurate information.

Scheduled and confirmed appointments for consultations, follow-ups, and treatments across multiple providers and facilities.

Collected and verified insurance information, securing authorizations and referrals as needed.

Provided patients with detailed information on appointment preparation, including pre-visit instructions and required documentation.

Worked closely with clinical teams and external providers to streamline appointment management and ensure timely service delivery.

Maintained accurate patient records in electronic health systems, ensuring HIPAA compliance and data integrity.

I delivered exceptional customer service by addressing inquiries and resolving scheduling conflicts promptly.

Floated across multiple medical-surgical units, efficiently managing physician orders for admissions and discharges during overnight shifts.

Accurately entered and processed physician orders across various hospital units with precision and timeliness.

Monitored and operated the patient call light system, ensuring prompt responses and seamless coordination with nursing staff.

Provided administrative support during critical medical and non-medical situations, facilitating clear and efficient communication.

Collaborated with nursing staff to document procedural charges accurately and maintain up-to-date patient records.

Assisted with patient transport, discharge procedures, and equipment setup in critical care units.

Scheduled appointments, verified insurance eligibility, and facilitated payment collection as needed.

Ensured compliance with HIPAA and privacy regulations while handling sensitive patient information.