Keith McClain

Experience

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  AEGIS Communications

  Oct 2010 - Jan 2012

  Customer Care Specialist

  • Answered inbound calls for Humana plan members & UnitedHealthcare policy holders• Educated customers, providers, and employers about Humana/ UnitedHealthcare products and services• Completed contract forms, and issued service discontinuance orders where applicable• Determined charges for service, collect deposits and payments and/or arranged billing• Maintained records of customer interactions, transactions, inquiries and complaints• Handled private and sensitive member information with professionalism and care Show less

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  Blackstone Consulting, Inc.

  Aug 2012 - Nov 2019

  Security Officer

  • Manage daily security operations for client site with over 350 employees; projected to employ over 1,100 employees in less than five years• Operate internal surveillance equipment to monitor key access points in facility of over 160,000 square feet• Perform administrative assignments and reporting as requested by local client• Provide security solutions to protect client, employees, and member’s confidential HIPPA information in accordance with client’s compliance guidelines• Validate parking passes averaging 70 employees each week Show less

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  Apple

  Aug 2013 - Nov 2013

  Desktop Virtual Support Technician

  • Provided tele-support for maintenance and enhancement of MAC hardware, Apple mobile products, Applications, Pro Applications, and iOS Operating System, averaging 60 calls per day• Delivered support to Authorized Users with operational and technical support and to meet specified service level agreements• Performed installation, configuration, upgrade, repair, and preventative maintenance on software, hardware and/or systems related to Apple products resulting in 96% satisfaction from customers• Provided regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel Show less

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  Kaiser Permanente

  Nov 2019 - now

  IT Support Analyst

  • Database maintenance (PHI scrub, response entries, and maintaining a repository of standard/template responses)• Analyzing data from digital platforms to identify trends in complaints and grievances. Using this data to report on digital experience issues, recommend improvements, and track the effectiveness of implemented changes.• Supports and assists with tracking and developing documentation by entering details of problems, the status of service requests, and resolutions by utilizing the ITSM Ticketing tool, ServiceNow, and HPCHATS.• Respond to complaints within 7 business day SLA.• Work with key stakeholders to investigate, document, and escalate, as appropriate. special national or region-based kp.org issues.• Engage appropriate teams and coordinate KPD efforts to ensure expedited resolution. Show less