Keith Mcclain Email & Phone Number

Atlanta, Georgia, United States

• Database maintenance (PHI scrub, response entries, and maintaining a repository of standard/template responses)• Analyzing data from digital platforms to identify trends in complaints and grievances. Using this data to report on digital experience issues, recommend improvements, and track the effectiveness of implemented changes.• Supports and assists with tracking and developing documentation by entering details of problems, the status of service requests, and resolutions by utilizing the ITSM Ticketing tool, ServiceNow, and HPCHATS.• Respond to complaints within 7 business day SLA.• Work with key stakeholders to investigate, document, and escalate, as appropriate. special national or region-based kp.org issues.• Engage appropriate teams and coordinate KPD efforts to ensure expedited resolution.

Greater Atlanta Area

• Manage daily security operations for client site with over 350 employees; projected to employ over 1,100 employees in less than five years• Operate internal surveillance equipment to monitor key access points in facility of over 160,000 square feet• Perform administrative assignments and reporting as requested by local client• Provide security solutions to protect client, employees, and member’s confidential HIPPA information in accordance with client’s compliance guidelines• Validate parking passes averaging 70 employees each week

Greater Atlanta Area

• Provided tele-support for maintenance and enhancement of MAC hardware, Apple mobile products, Applications, Pro Applications, and iOS Operating System, averaging 60 calls per day• Delivered support to Authorized Users with operational and technical support and to meet specified service level agreements• Performed installation, configuration, upgrade, repair, and preventative maintenance on software, hardware and/or systems related to Apple products resulting in 96% satisfaction from customers• Provided regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel

Killeen/Temple, Texas Area

• Answered inbound calls for Humana plan members & UnitedHealthcare policy holders• Educated customers, providers, and employers about Humana/ UnitedHealthcare products and services• Completed contract forms, and issued service discontinuance orders where applicable• Determined charges for service, collect deposits and payments and/or arranged billing• Maintained records of customer interactions, transactions, inquiries and complaints• Handled private and sensitive member information with professionalism and care

Bachelor'S, Bba: Business Administration - Management Information Systems

Associate'S Degree, Business Administration And Management, General

High School, High School/Secondary Diplomas And Certificates

Activities and Societies: Football, Baseball, Track, FCA