Kiasia Cochrane
Kernersville
Summary
Dedicated and compassionate Healthcare Customer Service Support professional with experience assisting patients, members, and providers in fast-paced environments. Skilled in handling sensitive health information, resolving inquiries, scheduling appointments, verifying insurance, and providing empathetic support while maintaining HIPAA compliance. Known for professionalism, accuracy, and excellent communication skills.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
Anthem
Remote
02.2023 - Current
- Assisted patients and members via phone and electronic communication with inquiries related to appointments, benefits, claims, and coverage
- Verified patient insurance, eligibility, and demographic information accurately
- Scheduled, rescheduled, and confirmed medical appointments
- Documented interactions thoroughly in electronic medical record systems
- Resolved concerns professionally while maintaining empathy and confidentiality
- Followed HIPAA guidelines to ensure patient data protection
- Collaborated with clinical staff, billing departments, and providers to ensure smooth patient experience
Customer Service Representative
New American Funding
01.2021 - 2023
- Ask credit seasoning questions and also work with the Inside Loan Agent Division and assists by communicating with customers through different platforms regarding a home loan refinance or new home mortgage loan. The primary function of this position is communicating with customers and determining the appropriate path for each customer.
- Processed loan applications efficiently, ensuring compliance with company policies and regulations.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Assistant Store Manager/Sales Associate
AT&T
Raleigh, North Carolina
01.2017 - 01.2020
- Ran customer’s credit so I can mock them up plans and put together a contract for them.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Led daily store operations, ensuring adherence to company policies and procedures.
- Trained and mentored team members, fostering a collaborative work environment.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
Education
Bachelor's degree - Criminal Justice
Shaw University
Raleigh, North Carolina05-2019
Skills
- Customer support
- Customer service
- Sales
- Upselling
- Live chat
- Microsoft Word
- Microsoft Excel
- Data entry
- Store management
- Direct sales
- CRM software
- Inside sales
- Phone etiquette
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Call center experience
Timeline
Healthcare Customer Service Representative
Anthem
02.2023 - Current
Customer Service Representative
New American Funding
01.2021 - 2023
Assistant Store Manager/Sales Associate
AT&T
01.2017 - 01.2020
Bachelor's degree - Criminal Justice
Shaw University