• Assist customer questions via live chat in the Genesys system.• Process digital request for merchant and customers for account update or documents request via Salesforce system.• Maintain customer and merchant database via Salesforce.• Process digital requests via numerous difference channels from both customers and merchants.• Troubleshoot issues over the Messaging Center and seen them to satisfactory completion.• Work with internal clients to facilitate name changes, address, email, and basic account maintenance functions.• Adhered to established policies, procedures, and legal requirements.• Maintain an 88% or above for First Chat resolution.

• Manage inbound and outbound service calls for Patient Solutions Providers, Merchants, Patients and Customers.• Communicate thru email, IM and submit service cases to other key departments to ensure satisfactory resolution.• Assist customers with online account setup, autopay and account activations.• Process update request for general information, Bank Account changes, Plan change, Application and Application status inquiry.• Addresses inquiries concerning statements, loan documents, finance charges and transaction history.• Correctly Document, notes, status, and case history within GreenSky’s case management systems.• Locate Providers, Merchants, and open case within Salesforce to assist customer with Application or dispute inquiry.• Troubleshoot issues over the phone and seen them to satisfactory completion.• Maintain an 86% or above for First call resolution.

• Liaison between Zelis Healthcare, their clients, members and providers• Takes action within daily queues for turn-around time (TAT) and accuracy• Communicates with clients via phone and e-mail concerning specific claims or provider networks, network participating and revenue retention opportunities in compliance with client-specific service levels• Initiate steps to assist clients/providers with questions regarding claim repricing, negotiations, and other Zelis products• Delivery of prompt, accurate, and cost effective service for clients and to meet or exceed expectations for service• Addresses complaints concerning billing or discount errors referring to designated departments for investigation and/or resolution• Determine proper claim routing based on client/network parameters• Educate clients on Zelis Healthcare proprietary products• Proficient knowledge of Zelis Healthcare proprietary systems

• Point of contact for multiple high profile clients to assure referrals were process within the client contractual time frame• Spearheaded the implantation of the new Advance Operating System for Optum® • Oversee a team of 7 reps, providing services to 21 Clients in Worker Comp Industries• Continuously assisting team when questions and concerns arise• Sets team direction, resolves problems and provides guidance to members of the team• Ensures team meets established performance metrics and performance guarantees• Coach a team of employee on work flow process to better assist them with assisting the Clients • Created training documents and trained/crossed-trained multiple representative on the Diagnostic, Home Health, DME, Dental, Transportation/Translation, and Physical Therapy process• Collaborated with Operational Manager and Supervisors on referral that need special attention to ensure the Client’s needs are met and exceeded • Negotiate rate with network vendors as well as out of network vendors to provide Clients a cost saving between 5%-40%, while ensuring the continuation and enhancements of services

• First Point of contact, Arranging claimant’s losses under their Home, or Auto policy• Handling inbound calls to review information, issue payments, resolve claims or other technical issues• Communicate written and verbally with claimants and clients• Conducted business process-based end user training sessions for software customers• Arranging claimant’s losses under their Home, or Auto policy• Collected specific information from claimant or insured and determine value of damages, rental vehicle options and assist with getting vehicle into auto body repair• Provided mentoring, training and coaching for 5 member team of customer support agents• Implemented practices to ensure customer satisfaction with State Farm products provided by the corporation

• Take inbound and outbound calls for customers while providing excellent customer service and resolutions• Effective time management including ability to multi-task, organize and prioritize• Created new order for Precertification for patient medical procedures. • Researched and analyze information using multiple tools to assist the clients• Assist claimants with troubleshooting technical issues• Arranged and maintain patients Skilled Nursing Facilities days, and verified Home health episodes• Verified if precertification is needed and starting precertification as needed Verified for predetermination• Verified Patients Medicare part A & B effective dates, benefits and Home health• Corrected beneficiary headers for providers