Malika Minor Email & Phone Number

United States

Providing support to agents who are not able to fulfill first call resolution.● Taking escalated calls that agents are unable to de-escalate.● Communicating with supervisors and managers to offer data analysis on tracked agent’s call’s including but notlimited to dash navigation, understanding benefit’s, blue card claim, de-escalation and more.● Facilitate monthly coachings to assure senior level representatives are meeting agent compliance while aiding inagents career development.● Coordinate with Supervisor’s & Management to prepare resources, knowledge center updates and job aides foragents preparedness with call intake.

United States

Supporting insurance agent’s with member’s claims, benefit eligibility, and cost share questions.● Tracking and reporting agent’s concerns and knowledge gaps based off of agents member call intent.● Assisting with Microsoft Teams while assisting with inbound calls to efficiently resolve agent’s concern’s in atimely manner.● Extending flexibility to be utilized in other departments that require additional feedback such as new hire classes,C3 classes, coaching.● Establishing a relationship with agent’s offering multiple ways of access to me for support , pro-tips, navigatingthe programs, and agent’s support with member concern’s.● Communicating with supervisors and manager’s to offer data analysis on tracked agent’s call’s including but notlimited to dash navigation, understanding benefit’s, blue card claim, de-escalation and more.● Creating additional resource’s for agent’s to have easy access to such Bluecard Presentation to assist with bluecardclaims.

United States

Resolving member’s policy, claim, benefit eligibility and cost share concerns.● Communicating and assisting supervisor with returning emails for customer concerns with Managers direction.● Educating peers in supervised group with member questions and concerns.● Assisting with pilots for new Dash Release Training gathering information needed to make the program an easiertransition for agents by familiarizing dash systems for easier access to members policy details

United States

Assure customer understands medical benefit coverage, eligibility, and cost share. Provide quick resolution to issues pertaining to billing, claims, and online inquiries.Anticipate members needs by providing additional assistance with unstated request.

● Handling candidate interaction via telephone or email regarding registration, scoring, refunds, and test administration issues.● Handling transactions, key entry, written correspondence and basic resolution.● Navigating several different programs at once to properly record call and assist candidate with accurate and concise information.● Achieve individual performance metric goals including telephone talk time, meeting deadlines, cycle time for transactional processing.

Ewing, Nj

● Providing students with information on obtaining accommodations on SAT, PSAT, AP, and PSAT10 College Board exams.● Helping assist school personal with NAR using NSAT to locate student exams and seating placements.● Assist parents with the additional information with any request for accommodations as well as providing policy on eligibility, equipment needed, time frame of such request.● Help assist students with locating test centers to take exam.● Work with staff to provide accurate information to help with state based accommodations and needs of students testing.

● Knowledge of Blue Cross and Blue Shield Medicare product.● Handling high volume calls while representing Blue Cross and Blue Shield in a professional manner.● Educate customers on plans and help assist in making a decision that best fit their health needs.● Obtaining geographic information while preparing client for next phase of enrolling into medicare health plans.● Schedule home visits with in state agents and making any accommodations as necessary for clients.

Diploma

Nr-Caha, Health Information Professions Program