Was laid off

· Provides concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers· Serves as a single point of contact for the customer and form a strong relationship to support them· Responds to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence· Owns problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member· Research’s complex issues across multiple databases and work with support resources to own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experience· Helps guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider· Responds to and own consumer inquiries and issues· Conducts proactive research on assigned member accounts to identify service issues· Identifies gaps in processes and work closely with other departments for process improvement· Provides education and status on previously submitted pre-authorizations or pre-determination requests

Answer multi-line telephone system, determine caller's needs and route to the appropriate department. *Greet visitors with a friendly and professional manner to determine their needs and contact the appropriate department for visitor escort. *Assist with accounts payable and accounts receivable when needed. *Maintain conference room reservation schedule. *Assist various departments with special projects as needed. *Reports in MS Excel.

Adhered to guidelines and procedures established by client service level agreements, internal operational level agreements, and project scopes of work in regards to record turnaround time. Processed request orders from various sources including but not limited to electronic direct orders, legal documents, e-mail orders, spreadsheet order forms, and/or nurse work-products. Demonstrated and applied working knowledge of the correct documents needed to assemble a request packet; Conducted research via telephone, internet and other reference materials to identify or confirm proper accounts for custodians of records.

Responded to telephone inquiries and complaints using standard scripts and procedures* Gathered information, research/resolve inquiries and logs customer calls* Communicated appropriate options for resolution in a timely manner * Informed customers about services available and assesses customer needs

Gathered information, research/resolve inquiries and logs customer calls* Communicated appropriate options for resolution in a timely manner * Responded to telephone inquiries and complaints using standard scripts and procedures

Responded to telephone inquiries and complaints using standard scripts and procedures* Gathered information, research/resolve inquiries and logs customer calls* Communicated appropriate options for resolution in a timely manner * Informed customers about services available and assesses customer needs * Provided functional guidance, training and assistance to lower level staff * Provided assistance, training and troubleshooting support to lower level staff

Responded to telephone inquiries and complaints using standard scripts and procedures* Provided assistance, training and troubleshooting support to lower level staff* Scheduled work to ensure accurate phone coverage; monitors priority of calls * Prepared standard reports to track workload, response time and quality of input. * Assisted in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness