Christopher Hickey Email & Phone Number

Mechanicsburg, PA

Provided world-class customer service for a multitude of issues, ranging from enrollment verification to benefits overviews, claims clarification to website assistance, for both members and providers; performance metrics perpetually met or exceeded, resulting in management recognition and various incentives, with rare exception; dependable and consistent.

Carlisle, PA

• Ensured day-to-day operations ran smoothly and efficiently.
• Prepared weekly court schedule for caseworkers and supervisors.
• Greeted clients in a friendly, professional manner while building rapport in a waiting room setting.
• Answered calls from clients, providers, attorneys, and judges, with consistent professional tone and demeanor.
• Sorted, opened, and filed all faxes and mail.
• Facilitated weekly staff meetings.

Mechanicsburg, PA

• Tasked with either approving or denying appeals of Medicare claims based upon strict government guidelines and regulations.
• Position allowed for very independent workflow with minimum supervision due to strict quality, timeliness, and efficiency standards, while simultaneously providing opportunities for teamwork if cases that carried a.
• Mentored new employees in the early stages of their training and development.
• Provided follow-up training as needed if any issues with quality or production would arise.
• Both production and quality standards met consistently, often exceeding expectations.

Camp Hill, PA

• Contract position that specialized in providing assistance with dental insurance enrollment specifically for members of the military and their families.
• Assisted with billing issues both simple and complex, and accepted payments when necessary.
• Guided members through the enrollment process to ensure member confidence and satisfaction.
• Consistently maintained excellent productivity and quality scores.
• Promoted after two years to the position of Claims Processor, placing the emphasis solely on data entry with a meticulous attention to detail and stricter accuracy guidelines.

Harrisburg, PA

• Provided customer service and support for Medicare replacement plan members and providers.
• Assisted members by helping to better understand their benefits.
• Accommodated providers with benefit and claim inquiries.
• Consistently exceeded quality and performance expectations.

Harrisburg, PA

• Answered customer inquiries regarding Health Savings and Flexible Spending Accounts.
• Assisted customers with registration process and submitted requests for replacement cards.
• Achieved average of 90% or higher every month on quality assurance monitors.
• Maintained consistently excellent phone stats, perpetually in top ten department percentile.

Harrisburg, PA

• Initially provided standard customer support, including billing and troubleshooting inquiries.
• Promoted to retention team after one year, requiring greater attention to detail with regards to resolving customer grievances.
• Achieved an average of 65% customer retention, required minimum of 30%.
• Consistently exceeded stat requirements and excelled on quality assurance monitors.

Harrisburg, PA

• Greeted and prepared incoming clients for their caseworker interviews and appointments.
• Screened applications for government assistance according to strict policies and guidelines.
• Processed and distributed EBT cards and provided clients with step-by-step instructions.
• Played an integral part in bringing about positive changes in the office aimed at improving efficiency and boosting employee morale.