Edgar Narvaez Email & Phone Number

United States

United States

Bronx, New York

New York, Ny

• Assumed position of Member Service Representative for Aetna Better Health MLTC Plan start up on Feb. 2012 and began setting up protocols for Member Services department.• Was selected to assist in the selection and implementation of a transportation vendor by the COO for ABH.• Was given the title of Transportation coordinator and led transportation implementation meetings throughout the summer of 2012 to address all necessary components of a smooth transition for our members for… Show more • Assumed position of Member Service Representative for Aetna Better Health MLTC Plan start up on Feb. 2012 and began setting up protocols for Member Services department.• Was selected to assist in the selection and implementation of a transportation vendor by the COO for ABH.• Was given the title of Transportation coordinator and led transportation implementation meetings throughout the summer of 2012 to address all necessary components of a smooth transition for our members for anticipated go live date of Dec. 2012.• Began taking live member calls December 2012 for ABH also mentoring and training temp workers brought in to assist on the telephones. Taking calls for all departments, provider relations, Pre-Enrollment, as well as member services. • I lead a Bi-weekly Transportation workgroup meeting where we analyze and discuss how we can administer and improve this benefit for our members.• Assisted Aetna Better Health MLTC Plan member service department in St. Louis throughout the summer months of 2012.• Currently assisting in setting up Member Services protocols for our New Jersey ABH plan which went live March 2016.• Assumed position of New York City HRA contact, becoming a liaison between ABH and HRA attending all meetings called by HRA and assisted in implementing any policy changes by HRA regarding MLTC business. • Assumed responsibility of processing any Grievance and appeals transportation issues from members regarding transportation, working closely with our transportation vendor.• Am responsible for monitoring member service representatives through CMS supervisor and assuring adequate coverage throughout the day and work closely with Workforce Management in assuring we meet our call metrics.• Distribute all CMS reports to upper management.• I am involved in several workgroups including our Member Advisory Committee for both MLTC and FIDA, Quality Management (QM) committee and Cultural Team Committee. Show less

Greater New York City Area

The Senior Service Advocate is the face of the consumer organization and owner of the end to end member experience even when a specialist is required. Provides an effortless experience by being empathic, accountable and consultative. The senior service advocate serves as the single point of contact for handling member service inquiries, issues, and education on the “unknown” via telephone, internet, web chat, e-mail, written correspondence, walk-ins, and “on-boarding” programs. Acts with fast… Show more The Senior Service Advocate is the face of the consumer organization and owner of the end to end member experience even when a specialist is required. Provides an effortless experience by being empathic, accountable and consultative. The senior service advocate serves as the single point of contact for handling member service inquiries, issues, and education on the “unknown” via telephone, internet, web chat, e-mail, written correspondence, walk-ins, and “on-boarding” programs. Acts with fast knowledge using integrated service tools. Proactively engages member on the next likely issue while resolving the current one. Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of the consumer business suite of services. Acts as a subject matter expert by providing training and coaching, as well as responding to complex issues. Acts as an end- to- end contact for member’s experiencing service issues. Acts as an assistant to the supervisor and supports team members. Show less

• Collected and analyzed data/information to resolve a problem in real time, at high volume standards to provide customer service and education to participants in regards to Fund benefits and eligibility issues in both a call center environment and in the Walk in Center.• Handled all participant inquiries in all processing systems: eligibility process, Empire BCBS benefits and systems, COOL system as well as in all Funds (Health, Pension, Legal, SRSP, Thomas Shortman).• Handled all… Show more • Collected and analyzed data/information to resolve a problem in real time, at high volume standards to provide customer service and education to participants in regards to Fund benefits and eligibility issues in both a call center environment and in the Walk in Center.• Handled all participant inquiries in all processing systems: eligibility process, Empire BCBS benefits and systems, COOL system as well as in all Funds (Health, Pension, Legal, SRSP, Thomas Shortman).• Handled all inquiries through vendors, Optical, Pharmacy, and Employee Assistance.• Followed workflows to resolve participant questions & did research to resolve customer inquiries on line.• Processed claims adjustments (RADS) on line through Empire system.• Analyzed and intercept customer phone and written correspondence. Show less

Education record

Regents Diploma, Academic

Education record