Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kalandria Phillips

Thomasville

Summary

Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved 90% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Enhanced customer loyalty through effective resolution strategies and proactive outreach initiatives. Recognized for exceptional communication skills and ability to analyze data for process improvements, driving significant increases in client retention and satisfaction.



Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Relations Advisor

Concentrix
08.2023 - Current
  • Streamlined the complaint resolution process for increased efficiency and improved response times.
  • Retained valuable clients by providing timely and effective resolution to their concerns, leading to increased customer loyalty and repeat business.
  • Collaborated with other departments to address complex customer concerns that required additional expertise or input from multiple sources.
  • Maintained, tracked, and trended data for monthly reporting.
  • Developed comprehensive knowledge of products, policies, and procedures to better assist customers.
  • Maintained detailed records of customer interactions, transactions, comments, and complaints for reference purposes.
  • Implemented proactive outreach initiatives for contacting existing customers about new product offerings or promotions relevant to their interests or needs.
  • Identified opportunities for upselling or cross-selling by analyzing customer needs during interactions.
  • Analyzed and recommended process improvements to reduce complaints and improve customer service throughout organization.

Customer Support Specialist

Everise
02.2020 - 11.2022
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
  • Maintained patient records systems by archiving, scaning and indexing important documents and files.
  • Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
  • Supported medical staff by providing organized and accurate medical records.
  • Responded to patient inquiries to provide information and details of medical records.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Uploaded physician progress notes, history, and physicals into electronic medical records.
  • Responded effectively to requests for medical records from legal representatives, insurance companies, and other authorized parties in a timely manner.

Chronic Care Manager

Nsight Health
12.2016 - 03.2019
  • Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
  • Promoted patient self-management by providing education on chronic condition management and healthy lifestyle choices.
  • Arranged transportation and documented details of discharge transition plans.
  • Communicated with healthcare providers to facilitate continuity of care.
  • Maintained detailed records in compliance with agency standards and regulations.
  • Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
  • Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
  • Served as a liaison between patients, families, physicians, insurance providers, and other healthcare professionals for seamless care coordination efforts.
  • Maintained strict adherence to professional ethics and confidentiality guidelines, safeguarding sensitive information and promoting trust.

Inside Sales Representative

Vector Marketing Company
11.2014 - 01.2018


  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
  • Used CRM software to maintain detailed contact logs and account records.
  • Exceeded monthly quotas consistently by employing persuasive sales techniques and leveraging in-depth product knowledge.
  • Nurtured long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.
  • Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
  • Participated in industry events and trade shows to network with prospects, gather leads, and increase brand awareness.

Customer Service Representative

F.H. Cann & Assoc.
02.2012 - 10.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Bachelor of Science - Health Sciences

Southern New Hampshire University
Hooksett, NH
10-2025

Associate of Science - Healthcare Administration

Ultimate Medical Academy
10-2018

Skills

  • Complaint handling
  • Assertiveness
  • CRM software
  • Customer relations
  • Medical terminology
  • Insurance verification
  • HIPAA compliance
  • Appointment scheduling
  • Claims processing
  • Data entry proficiency
  • Call center experience
  • Medical billing
  • Policy adherence
  • Insurance claims follow-up
  • EHR management
  • EMR
  • Insurance billing

Certification

Certified Medical Assistant

Registered Behavior Tech


Timeline

Customer Relations Advisor

Concentrix
08.2023 - Current

Customer Support Specialist

Everise
02.2020 - 11.2022

Chronic Care Manager

Nsight Health
12.2016 - 03.2019

Inside Sales Representative

Vector Marketing Company
11.2014 - 01.2018

Customer Service Representative

F.H. Cann & Assoc.
02.2012 - 10.2015

Bachelor of Science - Health Sciences

Southern New Hampshire University

Associate of Science - Healthcare Administration

Ultimate Medical Academy

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Kalandria Phillips