Jesse B. Email & Phone Number

Houston, Tx, Us

Houston, Texas, United States

Houston, Texas, United States

Houston, Texas Area

Houston, Texas

To increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.Attend/ participate in Sales meetings. Acts as a single-point-of-contact for escalated member-specific issues and/or broader plan administration matters. Develops and implements a customer service account management plan for each account. Support installation of new and existing accounts for the site by attending implementation planning/process meetings. Participate in prospect calls and help with response to RFPs. Provide weekly updates on new & potential WKAB business. Coordinate and participate in site visits, customer visits (at their location). Proactively identify and surface customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas and solutions. Proactively resolve issues with account executives, sales representatives, installation managers and the claims office as appropriate. Manage escalated customer issues & project lead for transition business in and out of service center. Attend and act as consultants for on-site audits. Assist customers and sales in understanding the impacts of non-standard benefits. Coordinate/handle ad hoc account manager (AM) request allowing the AM the ability to focus on developing strategies for new and existing business opportunities. Proactively analyzes constituent data, identifies trends and issues. Identifies most urgent business problems, obtains necessary information, accurately identifies root causes and generates solutions. Initiates and maintains partnerships with others throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities.

Develops, implements, and delivers training programs for customer service employees including but not limited to; claims processing and adjustments, enrollment and accounts receivable processing, benefits and payment policies and procedures, customer service phone etiquette skills, policy and procedural changes, and remedial training on topics identified through quality reviews.Develops and administers training assessments, competency testing, and follow-up testing to determine effectiveness of training programs and to document employee profiles. Develops a training plan based on analysis of results. Drives proactive resolution of skill and competency deficiencies. Develops, implements, and delivers training programs for customer service employees including but not limited to; claims processing and adjustments, enrollment and accounts receivable processing, benefits and payment policies and procedures, customer service phone etiquette skills, policy and procedural changes, and remedial training on topics identified through quality reviews. Develops and administers training assessments, competency testing, and follow-up testing to determine effectiveness of training programs and to document employee profiles. Develops a training plan based on analysis of results. Drives proactive resolution of skill and competency deficiencies.

Houston, Texas Area

Integrated Service Specialist, experienced inbound agents, integrated in claims processing and claim adjustments.