Abigail Massung Email & Phone Number

Saginaw, Michigan, United States

• Led a team of 8-12 customer service agents • Ensured that my team and the department as a whole had the resources to service members and providers calling • Coached agents to increase accuracy, customer satisfaction, and first call resolution• Provided direct support to agents during calls as needed

Saginaw, Michigan, United States

• Guided members and providers through health insurance benefit details for optimal comprehension of coverages.• Evaluated claim details to explain denials and approvals of services to both members and providers, going over any applicable “next step” options.• Researched potential claim processing errors on our side and handled them according to internal procedures.• Crafted written appeals and determinations with members to receive coverage considerations for upcoming or previously denied healthcare services.• Functioned as a liaison between the member and healthcare provider to resolve billing and benefit disputes on behalf of members. • Performed outreaches to Blue Cross plans in other states, prior authorization groups, and other partners to coordinate resolutions.• Worked off-the-phone cases requiring additional outreach and coordination efforts not able to be handled during normal calls.

Saginaw, Michigan, United States

• Evaluated procedure and ICD-10 diagnosis codes for benefits with Blue Cross commercial PPO plans, explaining in detail the plan coverage rules for the procedures utilizing a variety of plan tools.• Utilized specialty online medical tools to troubleshoot claims issues and assist billers in resolving them.• Educated providers on the tools available to them to troubleshoot their claim issues to save them call time as well as cut back on repeat calls to Blue Cross.• Coordinated with Blue Cross partner companies in and outside of Michigan to resolve inquires as needed.• Evaluated first level appeals for provider services that had been denied using our procedures an resources to research potential inaccurate denials.

Saginaw, Michigan, United States

• Identified and re-displayed stock items that were not moving in order to increase sales and avoid unnecessary markdowns.• Followed planograms to layout new corporate-regulated displays of stock.• Assisted members with selecting and evaluating fine jewelry items to make same-day and special order purchases.• Frequently collaborated with my leadership to create action plans for the day and help lead newer hires in what needed to be accomplished that day or week.• Trained new employees on the floor in our daily and special tasks.• Consistently maintained overall appearance of the sales floor at all times.• Provided as-needed backup assistance to the frontend associates.

Remote

• Worked with students from China in groups of 1-7 students remotely through Zoom, ages 5-14• Went through company-supplied curriculum to practice language skills and learn new ones• Led discussions in English with advanced students• Developed short warmup games to engage and prepare students into daily learning• Assessed students and offered feedback on progress

Saginaw, Michigan, United States

Midland, Michigan, United States

Bachelor Of Arts - Ba, Secondary Education And Teaching

Bachelor Of Arts - Ba, Creative Writing