Kaelicia Platt

Coordinated appointments between military and civilian providers while ensuring authorization compliance. Reviewed and monitored cases related to claims, referrals, and medical authorizations and supported patients and providers with EOBs and benefit eligibility confirmation.

Administered employee benefit programs including health insurance, retirement plans, and wellness initiatives. Conducted new-hire benefit orientations, advised employees on FMLA and COBRA policies, and supported open enrollment as a team lead.

Guided clients through investment trade corrections and account changes within compliance guidelines. Processed financial documentation, verified client credentials for regulatory accuracy, and supported legal documentation for high-stakes inquiries while training junior team members.

Provided front-line phone support for over 3,000 businesses by relaying urgent messages accurately and professionally. Scheduled appointments, routed critical calls, resolved caller inquiries, and suggested process improvements for call routing efficiency.

Sold and negotiated home service packages, exceeding 150+ sales per month. Upsold customers to premium internet and security plans, trained incoming sales reps on scripts and objection handling, and closed escalated calls with consultative selling.

Scheduled and modified customer reservations by phone and email while maintaining detailed client records. Processed credit card payments, provided policy information, created daily management reports, and supported customers through day-to-day inquiries.

Processed prior authorizations for medications by evaluating clinical criteria and benefit coverage for approval decisions. Managed high-volume requests with HIPAA compliance, completed documentation outreach to pharmacies and physicians, and entered authorizations into claim systems with accuracy and speed.

Pursuing an associate’s degree in sociology. Coursework focuses on building foundational knowledge in the social sciences.

Pursuing a trade certification in cosmetology. Training is designed to support practical skills and professional readiness in the field.