Kiarra S.

About Kiarra

For months now i have been expressing my interest in being a caregiver because of all the support i had received from members at my old job. I worked for a health insurance company that prepared me to provide great services. Over the past few years i have grown my customer service skills. I noticed that i have a passion for helping people more than just a quick phone call regarding benefits. One lady had shared that she was so grateful for my services that i had provided over the phone she wanted to just sit and talk with me. I love to check in on the elders in my family, to ensure they are provided with great support. I have also noticed that not all individuals have support, not all people have children or family to be there by their side. I have such a great bond with those i meet that later on they become like family. I am ranked one of the best at my job for customer service and i feel i can extend a helping hand outside of the call center. I have previous experience being a unpaid caregiver before which was the best time of my life. I gained a friend for life, someone who has never turned on me and also supported me. My kind gesture for the elderly is so rewarding that my client brought me my first car. I have a ton of references who will relay the same information. I believe patients/ clients just need love and support!

Caregiving Services & Expertise

Experience & Education

Member Services

Jan 2018 - Present

Amerihealth caritas

Follow a certain call flow on how to greet the customer by answering the phones * Trained to understand how claims are processed correctly to notice the minor mistakes providers make that make a claim deny * Manage to balance training and call workflow according to the customer service guidelines * Understand the customer's frustrations and give the customer your full attention * Able to fax over claims, medical records and all other documentation to the correct department for reconsideration with claims process * Document the conversation correctly give the who , what , why and resolution all in notes before closing inquiry * Communicate with teammates on meeting monthly goals for adherence and call average handling time * Follow a certain call flow on how to greet the customer by answering the phones * Trained to understand how claims are processed correctly to notice the minor mistakes providers make that make a claim deny * Achieved high performance evaluations for call handling ability and quality of services provided to members in a fast paced, high volume call center

Jan 2018 - Present

CEO

Jan 2019 - Present

Premier Day Home Care

Back in 2019 i started the process of operating my own non medical home care agency. I have been a caregiver since I was 15 years old providing the best care out there. I do tasks such as bathing, dressing, medication reminders, companionship and much more! I help with the needs of each and every client differently that help their ability to get better each and every day. I am licensed to operate an agency and also certified to perform these non medical task that is needed.

Jan 2019 - Present

Service coordination

Aug 2019 - Present

UPMC

Assists in coordinating social services for Members including referrals to Community organizations as requested by Service Coordinator Utilizes information systems to build, research and enter Member information, As needed. * Promotes communication, both internally and externally, to enhance effectiveness of service coordination services (e.g., health care providers, And health care team members respectively). * Researches and assists in finding hard-to-find Members. * Supports service coordination team in outreach to Members telephonically * Supports the development and implementation of Member Care/Service Plans. * Works in conjunction with the Service Coordinator to initiate, and revise Member Care Plans as needed. * Monitor and collects information related to staff and program performance. * Trains and orients new staff and assures that training and education needs of staff are met. * Review performance against goals and makes recommendations for improvement. * Upload IEB documents. * Upload participants files pertaining to recent assessments. * Work with providers in HHA to update their authorizations. * Document all calls in new platform Helios. * Deescalates calls of irate participants.

Aug 2019 - Present

Community College of Philadelphia

Jan 2018 - Jan 2019

Philadelphia, PA

Jan 2018 - Jan 2019

health care

May 2016 - Dec 2017

Independence Blue Cross

* Manage large amounts of inbound in a timely manner * Follow communication "scripts" when handling different topics * Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives. * Give complete and accurate information to providers regarding claim status/benefits/ or other eligible for the member. * Build sustainable relationships and engage customers by taking the extra mile. * Keep records of all conversations in our call center database in a comprehensible way * Frequently attend educational seminars to improve knowledge and performance level * Manage to balance training and call workflow according to the customer service guidelines * Understand the customer's frustrations and give the customer your full attention * Able to fax over claims, medical records and all other documentation to the correct department for reconsideration with claims process * Document the conversation correctly give the who , what , why and resolution all in notes before closing inquiry * Communicate with teammates on meeting monthly goals for adherence and call average handling time. * Create tickets for system errors, being the first to finally resolution an ongoing issue * Follow a certain call flow on how to greet the customer by answering the phones * Trained to understand how claims are processed correctly to notice the minor mistakes providers make that make a claim deny

May 2016 - Dec 2017

cedar crest college

Jan 2014 - Jan 2015

Allentown, PA

Jan 2014 - Jan 2015

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