Traci Holmes Email and Phone Number

Assisted Retirees with Special Situations regarding being fully dual eligible for both Medicare and Medicaid, residing in Skilled Nursing Facilities, having other group coverage and having individual Medicare coverage along with group coverage. Respond 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, updating personal account to reflect current health and medical benefit status, financial spending accounts and correspondence.Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits in the service area that their provider practices in.Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments) Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member.Provided information for Medicare health plans and enrolled retired employees losing retiree health benefits through their former employer.Enrolled candidates in Medicare plans for health coverage comparable to the coverage provided by their former employer.