Leon B. Email & Phone Number

Phoenix, Arizona, United States

Tasks: Audit verbal and written interactions, document actionable data, identify trends and skill gaps, and maintain ongoing knowledge of services, processes, and company policies.

Phoenix, Arizona

Tasks: Provided efficient customer service, collected information, answered and resolved escalated cases, and responded promptly to email and web cases, participated in ad-hoc special large-scale customer service projects with various leadership teams.

Phoenix, Arizona Area

-Provided general and/or escalated customer service via telephone and email to external Customers.-Assisted with escalated customer service case issues involving damaged and/or defective customer order items.-Negotiated with various sellers and/or vendors in resolving escalated customer case order issues. -Consistently met various call center metrics and adherence requirements. -Communicated effectively with all managers and leads in resolving all escalated customer company order case issues.

Phoenix, Arizona Area

-Assisted in the maintenance of electronic health care provider data with the UnitedHealthcare.-Researched provider demographics and update into national database for military and consumer health care products. -Loaded TRICARE products into UnitedHealthcare database to ensure military claims are processed correctly. -Worked on high volume Special Case Management projects for various health care systems throughout the U.S.; making sure claims are processed efficiently and error-free.-Reviewed each type of commercial/military health plan to ensure health provider is contracted to serve various patients; checking all credentials and security background clearances.-Assisted in the periodic lead training of co-workers/peers on all updated SOP/Directives to ensure all department operations are smooth and efficient; thereby saving on costs for the company.

Phoenix, Arizona Area

-Provided customer service via telephone to various healthcare providers regarding escalated emergency admissions. -Consistently met department metrics in regards to the processing of Inpatient Medical Face Sheets.-Processed Peer 2 Peer escalated appeals requests for the various Medical Directors within the organization. -Entered ICD-10 and Inpatient CPT codes into CareOne system to capture Inpatient Admission record.-Verified and entered provider NPI and Tax ID information into CareOne to complete Inpatient Intake process. -Worked closely with department Subject Matter Expert (SME) on improving department processes and procedures; thereby improving employee productivity.

Phoenix, Arizona Area

- Provided daily inbound customer service to all eligible consumers, both in the United States and internationally; via telephone and company web chat programs.-Participated in the development of the FFM Marketplace Chat Messaging department; submitted ideas for department policy and procedures handbook.-Received numerous professional accolades for outstanding customer service from consumers and insurance agents/brokers. -Provided information to eligible consumers and various agents/brokers on the various Marketplace/Affordable Care Act insurance policies available for purchase; trained in Medicare claims processing of complex/escalated cases. -Supervised employees in an “acting” role during high peak/Open Enrollment periods. -Assisted in the training of all newly hired employees to the Medicare and Marketplace-Affordable Care Act government contract programs. -Provide premium price quotes for various Marketplace Health Insurance plans; giving details about deductibles, co-insurance, and out of pocket maximum amounts.

Phoenix, Arizona Area

- Provided daily inbound customer service to all eligible prospective college students and parents, both in the United States and internationally; via telephone and company chat/instant messaging program.-Contributed ideas regularly to the department manager in regards to improving workflow and productivity for the overall department.-Participated in the development of the Federal Student Aid Information Center Chat Messaging department; submitted ideas for department policy and procedures handbook.-Received numerous professional accolades for outstanding customer service from external prospective students and their parents/family members. -Documented all customer service related issues in the U.S. Department of Education database system; notated all address changes, student document requests, and general information inquiries.-Provided information to prospective college students and parents/family members on the various Federal Student Aid programs; explained in full detail the federal qualifications and the various policies/ procedures of each program.