Licensed Life and health agent specializing in Medicare Advantage plans.

As a credentialing assistant, I was tasked to review, update and correct data from information provided by the Delegated Credentialing Auditor, then complete the entry of the data into the CACTUS Provider and Physician Credentialing and Management Platform. (Note: During the Covid 19 lockdown, All work was completed from a work from home platform thru a VPN connection and conferences through Microsoft Teams video conferencing)

As an Operations supervisor for a leading Medicare health plan provider, I utilize key performance indicators and run chart data analysis along with associate feedback to create and implement action plans for team development in the areas of quality, call metrics, compliance, show rate and customer satisfaction survey improvement. Routinely, I assist associates with escalated calls related to enrollment applications for Medicare Advantage PPO, HMO, PFFS plans and Medicare PDP plans. I work closely with associates' challenges regarding medical and prescription drug claims, authorizations, coordination of benefits, and drug claim point of sale processing in the pharmacy claims system. I continually develop process improvement methods and documentation, create up-training and associate engagement plans, and provide on-going assistance to IT, with systems integration and testing.

As a classroom and nesting instructor for Bell South, I improved training performance by augmenting and updating training plans from associate assessments and feedback. I was then developed as a Subject Matter Expert to assist in ramp up for Humana's Medicare enrollment season. After the ramp up I progressed to Team Lead for a Humana customer service team, where I assisted associates with call deescalation, systems utilization and knowledge system navigation.

Customer service representative Team lead and Subject Matter Expert for multiple campaigns