My name is Carmen Santana, and I'm a Customer Service Representative for the Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) at Kepro, working remotely from Tampa, Florida.
I like to start my day with a positive attitude and great communication so I can continue to assist beneficiaries and families or the person representing them with my customer service skills, whether it's an appeal or a quality of care concern. I am always ready and willing to take on the direction of the call.
My favorite part of my job is when I know I have given 100% of my attention to the beneficiary or representative during our call and they provide me with feedback about how professional and knowledgeable I was during the process of intake. That really makes me feel so appreciated as to what I do every day working for Kepro.
My work makes an impact on our clients when I take full control of the call with my representation of communication. As for the beneficiaries, I sympathize with the caller and let them know I understand what they are going through as to their continued services for their health. I sometimes even share a little bit of my journey of when I was caring for my dad. I can hear in the caller's voice the calmness and comfort I have given them.
When I'm not working, I get together with my girlfriends for girl time! We put on some old school music that we grew up listening to and dance. They love my humor.