Anisha Iyengar Email & Phone Number

Champaign, Illinois, United States

Urbana-Champaign, Illinois Area

Urbana-Champaign, Illinois Area

Urbana-Champaign, Illinois Area

• Coordinated with the Branch Manager, Rehabilitation Technology Supplier (RTS) and Technician to ensure all operational procedures were completed in accordance with company policy and within expected time frames.
• Provided office support and maintained ongoing liaison with referral sources and patients.
• Functioned as the main point of contact for directing activity to the appropriate office personnel.
• Coordinated with clients, families, doctors, therapists and the office staff on all orders.

Lexington, Kentucky Area

• Provided leadership and guidance to team members to perform tasks related to customer information, follow client processes, and ensure customer satisfaction
• Assisted in training and development of employees to insure annual goals are met
• Aided in recruiting and retaining qualified employees to maintain appropriate staffing levels
• Resolved customer concerns by providing resolution, and taking disciplinary action to address performance issues
• Met with managers to plan, administer and evaluate area(s) of SBU’s responsibilities
• Led a HEDIS team to collect data, while working within the parameters of HIPAA

Lexington, Kentucky Area

• Coached the customer service representatives to correct practices, by assigning and reviewing their goals
• Provided hands-on training to team members on client processes
• Worked on process improvement projects to streamline the methods to increase agent efficiency and decrease customer complaints

Lexington, Kentucky Area

• Answered questions to consultants on correct usage of departmental procedures to resolve member queries
• Unraveled complex issues that affected the members in a simple and efficient manner
• Performed statistical analysis on the performance of the agents across the site

Lexington, Kentucky Area

• Assisted members to sign up for Medicare with Centers of Medicare and Medicaid Services
• Informed customers of their health insurance benefits, eligibility, enrollment and pharmacy/medical claims
• Maintained records of customer transactions, inquiries, complaints, comments and actions taken to ensure appropriate changes were made to resolve customers' problems
• Referred unresolved customer grievances to designated departments for further investigation
• Provided excellent product knowledge and system navigation to guarantee customer satisfaction
• Exceeded the team statistical goals, while maintaining high quality of customer service