Addressing more complex member concerns, such as billing and prescription issues, than as a Customer Relations RepresentativeMeet face-to-face with anywhere from 5-10 members a dayMeet with other departments to address patterns, trends and inconsistencies in current processesFound an oversight in our operations and worked in recovering lost revenue by performing outreach campaigns to members, resulting in $1.8 million in recouped earningsForming and keeping relationships with outside vendors in the healthcare industryWorking with government agencies to ensure client satisfactionUpselling members to other plans that offer more benefits due to changes in their current plan

Responsible for providing complete and thorough understanding of Tufts HP benefits, premium billing and enrollment to membersAddresses complex customer issues by acting as a liaison between the members, providers, and pharmaciesCreate highly detailed documentation regarding member issues and resolutions in MacessRespond constructively and effectively to complaints and concerns from customers as efficient as possibleComplying with Medicare and HIPAA laws and guidelines by maintaining confidentiality with membersHandles outreach to members and follow ups in an efficient and timely manner, assisting and educating members on Medicare related products and servicesEffectively creates a bridge between THPMP and our Spanish speaking membersThoroughly versed in Medicare and Medicare related products and servicesHelped implement new processes and software in order to improve department wide performance

Responded to building and client emergenciesProvide customer service to client and visitorsSecure building lobbies and emergency exits

Oversaw the shift and managed all officers, delegating responsibilities to staffResponded to building and client emergenciesMaintained daily activity log with all relevant activity pertaining to the shiftWorked as a liaison between the client and the property management team