Kay Iffert

Background

About Kay Iffert

Hello, I'm Kay! I am currently a Customer Service Representative in the health and wellness industry at a company specializing in Hair Mineral Analysis Testing. I love assisting customers in figuring out the best course of action for them, answering their questions and most importantly, making sure they are seen and heard with every conversation. My daily tasks include- Supporting customers via phone, email, chat, and text - Using apps such as Shopify, Recharge, Gorgias, Google Office, ShipStation, Stripe, Auth.net, Emotive and Slack - Creating Standard of Procedure documents (SOPs) to streamline work and produce consistent customer interactions - Creating orders for customers and assisting them with setting up subscriptions - Maintaining accurate customer records and updating them with each customer interaction In my previous job I was a Medical Receptionist. I loved solving problems for our patients, as well as working with their insurance. I have experience working from the agent side of insurance and also the provider side. My daily tasks in the medical industry included- Greeting clients and understanding what they needed from their visit - Relaying information from medical staff to patients and vice versa - Setting up appointments for patients in three different clinics - Verifying insurance and eligibility for each patient before their appointment - Putting charges into our claims system to bill the correct carrier - Keeping track of active insurance coverage, effective dates and termination dates - Taking customer payments and getting copays applied correctly I also have four years' experience as a CSR in the insurance industry. I worked for an insurance agency and acted as an intermediary between the clients and the carriers they sold. My favorite part of my job was taking their client data base from Excel to an online CRM program. This involved getting all client records updated and entered online, setting up commission tables for each policy and creating workflows for the agents. I made sure that the physical files matched the online entry for each carrier, client and policy. I love customer service work because I know how valuable it is to help someone with a problem they can't solve themselves. I enjoy behind the scenes work, like keeping records up to date, organizing files, setting up programs to streamline daily tasks and supporting my staff in every way possible. I plan on continuing to learn new skills and applications, while improving my mastery of what I currently do.