Latoya Wright Email & Phone Number

Pennsauken, New Jersey, United States

Mt.Laurel

Mt. Laurel, Nj

Responsible for explaining benefits coverage to Clients to ensure they fully understand the ins and outs of their coverage.Research and resolve complex client questions and problems regarding health insurance, life insurance, and employee benefits, medical; dental; vision; voluntary benefits and RX with an average of 40 client contacts daily.

Work @ Home Employee

Provided day-to-day oversight and leadership to a high volume Call Center Team of 12 and Account Managers. Provided support to Account Managers, developed, and maintained effective working relationships with clients and internal staff. Resolved irate client issues resulting from repeat calls, complaint calls, or Supervisor requests. First point of contact for assigned Clients (Group Executives/Human Resources/Sales and Brokers).

Work @ Home Employee

Ensured timely, accurate, and responsive resolutions to escalated customer service matters. Monitors trends and reports escalated service matters for informed decision-making and training needs identification. Serves as a resource to internal and external customers on customer service matters and worked collaboratively with the department and organization on process and procedure improvements. Assisted with time sensitive Cases, providing accurate and responsive resolutions to Escalated customer service matters

Work @ Home Employee

Managed the receipt, investigation, and resolution of Complaints and Appeals timely. Researched, resolved and responded to appeals and grievances initiated by members and providers within contractually required time frames. All assigned work required close attention to detail to ensure that issues are fully and accurately addressed and are resolved and reported in a manner consistent with contracted requirements.