Kendra Singleton Email & Phone Number

• Identify customer needs to ensure the customer is provided complete and accurate information by communicating effectively in a warm and empathetic manner. • Assist customers over the phone, email, online chat, or social media to resolve their questions or concerns. • Effectively manage a high-volume of inbound and outbound customer calls.• Defuse volatile customer situations calmly and courteously.• Accurately document, research and resolve customer service issues.• Resolve customer requests in one call/ contact response.• Update, modify and make changes to Target accounts, Registry accounts, and RedCard accounts. • Provide customers with receipt requests, price adjustments, refunds, and orders. • Navigate through multiple systems including Microsoft Office along with Word, Excel and Outlook email, Salesforce, Freshdesk, Webex and other platforms that offer the same features, and process Zendesk tickets submitted through chats and emails.• Met or exceed service and quality standards every review period.

• Answer inquiry calls and provide live information to patients, families, and referents.• Respond to inquiries quickly and efficiently while routing inquiries to appropriate departments.• Collect patient information and input data points into various platforms and systems.• Schedule patient screening appointments, conduct reminder call, and providing support to patients/families who request live contact.• Educate and inform customers about processes, timelines and status of inquires through multiple communication channels.• Resolve issues with one call/ one-person responses.• Receive, log-in and distribute case management referrals, actively review and rework medical and hospital claims while navigating through multiple systems and perform intake of cases by capturing all relevant information in the Case Management system.• Review authorizations for accuracy and identify discrepancies to ensure claims are processed and entered correctly.

• Provide direct support to the Store Manager and worked closely with other store leadership to train team members and develop the skills of existing staff members.• Provide ongoing coaching, training, and motivation to team members and other store personnel as needed to achieve sales goals and the highest standards of customer service.• Resolve customer service escalations in a timely manner by exuding empathy and a clean understanding of the customer’s needs.• Helping with training and performance, completing paperwork, handling complaints, and reporting to senior management / personnel when required. • Act professionally and patiently when addressing negative customer feedback.• Schedule employees for shifts, considering shift preferences and availability, developed opening and closing procedures and daily store operations including cash handling, inventory counts, deposits, and shift procedures.

• Handle incoming calls from members and providers regarding claims status, benefits and eligibility, PPO participation, etc., • Maintain department established performance metrics, and HIPAA policies.• Multitasking by navigating numerous screens and programs to solve customer inquiries, process grievances and complaints. • Data entry of billing and client information, and maintained up-to-date knowledge of customer accounts.