Ebony Turner-Smith Email & Phone Number

Suffolk, VA, US

Sunrise, Florida, United States

• Onboard over 600 new employees into PowerBi
• Record and monitor attendance to ensure new and returning employees are adhering company policy during the On-the-Job (OJT) and Nesting periods
• Train incoming employees (between 15 to 60 employees at a time) on the steps necessary to make and field calls to help Medicare and Medicaid Managed Care Plan Members determine which benefit(s) best suit their needs.
• Design, deliver, and maintain training materials through the use of e-learning courses, workshops and other training tools (i.e. OneNote, Excel, PowerPoint, Teams, Forms, etc) to keep up with the industry standards and.
• Facilitate all individual and group training sessions based on the employees learning style and conduct 1 on 1 coaching sessions with agents on areas of improvement.
• Monitor and track new and returning employees productivity to make sure they are aligned with current Key Performance Indicators (KPIs) and adhering to Quality Assurance (QA) guidelines

Virginia Beach, Virginia, United States

• Researched and verified 50+ billing disputes from Customer Service daily including: Did not Rent, Duplicate Billing, Claims Paid Cash for Avis, Budget, and Payless Car Rental
• Forwarded customer disputes to various departments for further review as necessary
• Calculated adjustment amounts based on request submitted; Processed payment adjustments to correct billing errors and clear collection accounts
• Facilitated payment of invoices/collections due via phone, email, and mailed correspondence
• Reconciled receivable reports and adjustment transactions that have reached their maturity
• Contacted customers regarding claims to request or provide additional information needed to process a claim