Customer Service Representative for Medicaid account handling mostly inbound calls from members and providers with the occasional outbound call.

•Kept clients safe by monitoring environments and behaviors to quickly intervene in concerning situations.•Supported patients with advanced mobility and personal hygiene needs.•Prepared visual representations of patients’ performance and progress.•Liaised with the community on behalf of the client to engage services to encourage mental, physical, and emotional health and growth.•Created and implemented activities for client enrichment.

•Assisted claimants in filing initial unemployment claims, continued claims, and in troubleshooting issues with claims and appeals for the Ohio Department of Jobs and Family Services.• Filed FNOL for claimants impacted by Hurricanes Ian and Nicole.• Handled claimants concerns and complaints in regards to previously filed insurance claims and escalated where appropriate.• Monitored open claims status to determine progress and resolve issues.• Managed complaints and provided alternatives and solutions to meet customerneeds.• Maintained strong relationships with customers by practicing professionalism.• Tracked and addressed customer inquiries regarding policies and procedures.• Offered resources and tools to help customers with insurance information.

Engaged the public on highly public social media pages regarding sensitive content and regularly reported and chatted with teenagers at risk of committing suicide. Used humor and friendly communication to de-escalate online conflicts.Moderated comments on social media and digital community platforms to maintain a positive environment.

Managed patient chart documentation from intake to discharge from Emergency Department. Provided support for patients, providers, families, and other medical professionals in person and via a multi-line phone system. Coordinated transfers between facilities, units, and hospital admissions through the Emergency Department. Assigned patients to rooms and providers. Maintained daily schedule for availabe providers and on-call specialists. Input written doctor's orders into EMR. Coordinated crisis situations