Kimberly Wright
Virginia Beach,VA
Summary
Dedicated Customer Service professional with 27 years experience primarily in the medical field, with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Acclimated to fast-paced environments demanding strong problem solving and excellent communication both orally and written. Remains polished and calm under extreme pressure with the ability to manage multiple clients. Detail oriented and resourceful in helping clients resolve conflicts in a timely manner.
Overview
12
12
years of professional experience
Work History
Crisis&Referral Specialist
Elevance Health
03.2024 - Current
- Screening, assessing, training, and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action
- Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Acted as a liaison between referring physicians and specialists, establishing trust and rapport through professionalism.
- Managed 10-15 high-volume referral requests by prioritizing tasks and maintaining organized records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Utilization Management Representative I
Elevance Health
06.2022 - 01.2024
- Managed incoming texts and chats from visitors in need of support or intervention through national 24/7 crisis center. Established need for safety first through crisis intervention by conducting assessments and risk to self and others.
- Offered support through de-escalation skills, motivational interviewing, and gathering demographics for emergency response or local support services.
- Consulted supervisor in cases needing immediate emergency assistance.
- Documented interactions in computerized universal platform ,and made follow-up calls as needed to visitors interested in additional support.
- Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria.
- Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services and natural support systems
Certified Nursing Assistant
Heartland Home Care And Hospice
07.2013 - 08.2019
- Evaluated patients needs and delivered empathetic patient care with passion for serving those in need.
- Helped patients on Hospice effectively manage routine medication administration, activities of daily living, and other needs all while respecting their dignity during end of life and palliative care.
- Complied with all company-specific guidelines and performed hands-on nursing care with strong work ethic, and willingness to adapt to changing patient and business needs under RN supervision.
- Maintained best-in-class standards for individualized care by caring for 10-15 patients daily, while continuously checking in with patients and families and quickly providing care.
- Offered immediate assistance in routine paging emergencies and crisis situations to evaluate all needs and deliver care. Documented interactions in computerized chart.
Nutrition Care Coordinator
Bioscrip Infusion Services
03.2015 - 07.2015
- Provided primary customer support for inbound and outbound customers by determining need for nutrition refills through assessment and effectively handling care plans.
- Communicated with customers receiving enteral nutrition by telephone or email to provide information about products and services while having passion for serving others.
- Managed large volume of 50 customer calls by confirming orders, ensuring all medical information is correct and updating as needed ,following guidelines of insurance authorization and guidelines ,canceling accounts, creating delivery tickets ,scheduling deliveries and shipments ,documenting orders all while delivering excellent customer service
- Addressed customer complaints and dissatisfaction regarding payments and processing while working to resolve customers complaints quickly and effectively. and documenting interactions in computerized chart.
- Educating patients on feeding therapy, and referring feeding therapy issues or tolerance to Case Managing Dietitian
Public Health Outreach Worker
Chesapeake Health Dept
10.2012 - 02.2015
- Performed customer service in public health setting while assisting over 40 high risk maternity clients with discreet, courteous, and confidential customer care on first point of contact.
- Advocated for clients with willingness to assist them with barriers to housing and employment while connecting them with resources in community.
- Provided assistance in assessment process over phone and in person by gathering data, properly completing required forms, explaining process to clients and assisting to completion.
- Improved patient satisfaction through conflict resolution techniques, ensuring issues were resolved quickly all while developing and maintaining trustworthy relationships with clients.
- Conducted one on one interactions with clients to ensure commitments made were followed-up to completion satisfying clients needs.
Education
Associate of Science - Business Administration
Northern Virginia Community College
Annandale, VASkills
- Medical Terminology
- Motivational Interviewing
- Crisis Management
- Customer Service Experience
- Specialty Care
- Written And Interpersonal Communication
- Assessment Experience
- Utilization Management
Timeline
Crisis&Referral Specialist
Elevance Health
03.2024 - Current
Utilization Management Representative I
Elevance Health
06.2022 - 01.2024
Nutrition Care Coordinator
Bioscrip Infusion Services
03.2015 - 07.2015
Certified Nursing Assistant
Heartland Home Care And Hospice
07.2013 - 08.2019
Public Health Outreach Worker
Chesapeake Health Dept
10.2012 - 02.2015
Associate of Science - Business Administration
Northern Virginia Community College
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