Ivan Knapp Email & Phone Number

Oversee and manage a dynamic team of 15-30 employees within the Priority Support Unit (PSU), coordinating with leadership to ensure the highest standards of public service are consistently met and upheld.

A high regard for the consumer, offered top tier customer service, high-level analysis of private insurance policies while assisting consumers make educated decisions in healthcare, detail-oriented administrative assistance, coordination of community outreach.Interacted with consumers via inbound calls, averaging 55-65 calls daily, answering all questions pertaining to their private insurance policies.Quoted benefits specific to the consumer’s employer-based policy, interpreted coverage, estimated patient out of pocket for surgical procedures, lab work, Doctor services, radiology.Analyzed medical claims, cross referenced the consumer’s plan with the processed claim to verify the correct benefit levels and pay outs were applied.Acted as a liaison, placed calls to facilities and providers to ensure the consumer’s benefits would be at the highest benefit level, contacted billing offices to verify billing codes and contract information, provided clarity to all involved.Corrected eligibility discrepancies by contacting employers and carriers to confirm the consumer’s status, collaborated with eligibility consultants to update the coverage on a first call resolution basis.Competetially chosen to Mentor and supervise new hires and co-workers, training on proper call procedures, consumer relations, quality, and implementing pilot programs.Assisted administration with new hire orientations, coordinated and facilitated site-wide meetings with up to 100 employees in attendance.Served as Co-Chair for 8yrs in the Employee Resource Group, Aaim, Aetna Asians in Motion. Coordinated events at the site, brought cultural awareness, gave back to the immediate community the site was located in.