Anissa Baker Email and Phone Number

Provided Health Savings Account and retirement benefit education to clients,encouraging client retention.• Notified the fraud department of fraudulent activity within insurance claims identifiedusing detection tools and protocols.• Created and maintained logs, records, or databases of information identified duringfraudulent claims process.• Modified, updated, or processed existing policies and claims to reflect changes inbeneficiaries, amount of coverage, and type of insurance collected during calls.• Educated clients on investment account transactions, by providing detailed instructionsand explanations.• Exceed performance measurement and quality standards while answering over 100inbound calls daily.

Served as a Health Care Reform and Healthcare Marketplace subject matter expert,providing solutions to clients.• Utilize the Florida Blue Call strategy to provide outstanding customer service and callresolution to company stakeholders.• Reviewed member enrollment and claim history files to determine the accuracy of billingand enrollment, applications of deductibles, and member responsibilities.• Served as a mentor and performance coach, increasing the technical and impersonalskills, productivity and performance of less experienced employees.• Served as a liaison between medical providers, patients, and marketplace representativesto ensure claims were processed without error.