Daniela Hernandez Email & Phone Number

- Primary responsibilities will be to respond to inquiries via phone, tickets and chat.- Maintains a professional demeanor especially during difficult and stressful situations- Research appropriate solutions and work with necessary parties, such as Human Resources, HRIS, Payroll, Benefits and IT team to resolve issues.- Provide guidance to customers, staff and management regarding Maximus processes such as workflow and proper approvals for audit tracking of HR functions. - Performs data entry in a variety of Human Resources software such as Workday, iCIMS, and Costpoint.- Develop proficiency in policy and procedure interpretation and responds appropriately to customer inquiries.- Maintain records of customer responses.- Assists with miscellaneous departmental duties and special projects as required.- Prioritize time to meet demanding deadlines and SLAs.- Provide Benefits overview questions.

- Answer high-volume inbound customer calls via an automated phone system- Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns.- Educate members on health plan initiatives, provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries- Knowledge of HIPAA regulations and confidentiality practices within a human serviceorganization.- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application- Maintain performance and quality standards based on established call center metrics including turn-around times

- Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns.- Respond effectively to all forms of inbound and outbound contacts.- Process workflow documents, which include, income, identity, and other eligibility verification documents.- Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.

Atlantic City, New Jersey, United States

- Collected and processed payments from the customer including cash, credit and debit cards.- Recommended products based on solid understanding of individual customer needs and preferences.- Pleasantly interacted with customers during hectic periods to promote a fun, positive environment.- Responded to customer requests for products, services and company information.- Answered customer telephone calls promptly to avoid on-hold wait times.- Provided primary customer support to internal and external customers in a fast paced environment.- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.