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Kali Miller-Cox

@kalimiller-cox

Digital Sales Agent at United Healthcare who maintains a 99% CSAT score and collaborates on system enhancements that improve workflow.

United States

Message

At United Healthcare, I maintain a 99% Customer Satisfaction score as a Digital Sales Agent. I educate clients about Medicare policies and manage a book of business through email, chat, and outbound calls.

I was chosen to collaborate with the operations team on system enhancements to optimize daily workflow and improve efficiency. I also present system updates and enhancements to my team.

Earlier, at Anthem, I was selected as a Level III Claims Expert and served as a team mentor and point of contact for new claims representatives. My experience also includes medical billing and coding, customer care, and documentation work.

Experience

Work history, roles, and key accomplishments

Current

Digital Sales Agent

Current

United Healthcare

Sep 2020 - Present (6 years 1 month)

Maintained a 99% Customer Satisfaction (CSAT) score while educating clients on Medicare insurance policies. Spearheaded innovation initiatives and collaborated with operations to implement system enhancements.

Salesforce System Implementation Workflow Optimization Presentation Skills Outbound Calls Case Management Customer Satisfaction Medicare Medicaid

Telesales Agent

United Healthcare

Jun 2019 - Sep 2020 (1 year 3 months)

Achieved a 98% resolution rate for escalated customer concerns and converted 75% of incoming calls into qualified leads and sales. Licensed in all 50 states and delivered comprehensive presentations on Medicare and Medicaid products.

Sales Inbound and Outbound Sales Customer Resolutions Presentation Skills Medicare Medicaid Communication Skills

Medical Biller & Coder

VA Intervention Pain & Spine Center

Apr 2018 - May 2019 (1 year 1 month)

Proficient in insurance guidelines and skilled in reading and analyzing patient records to extract relevant information. Accurately determined appropriate codes for patient records and utilized ICD-10 codes to submit claims.

ICD 10 Medical Billing Insurance Guidelines patient records Documentation HMO PPO Medicare Medicaid

FEP Claims Representative (Health & Dental)

Anthem

Jul 2015 - Apr 2018 (2 years 9 months)

Efficiently coded and processed professional and facility claims forms, ensuring all necessary information is provided before eligible payments are processed. Safeguarded sensitive data and analyzed medical claims using advanced medical coding skills.

ICD 9 ICD 10 Medical Coding Claims Processing NDC Codes Dialysis Claims Home Health Claims Team Mentoring

Customer Care Representative

KellyServices/Anthem

Jan 2014 - May 2014 (4 months)

Responded to customer questions regarding Affordable Care Act insurance benefits, provider contracts, eligibility, and claims. Operated a PC/image station to obtain and extract information and documented activities in the database.

Customer Service ACA Claims Database Management Communication Skills

Documentation Specialist

CCS Medical

Oct 2009 - Jun 2013 (3 years 8 months)

Reviewed all physician orders for processing and pursued required medical documentation to permit timely billing of services. Followed Medicare, Medicaid, and private insurance regulations and requirements.

ICD 9 Medical Documentation Billing Medicare Medicaid Insurance Regulation