Wendy Davis Email & Phone Number

Windsor Mills, Md

Manage Medicare Part D content development assignments from initial client request to implementation within the customer service desktop (Next Generation Desktop [NGD]). Develop, revise, and ensure that desktop scripting, beneficiary messages, user alerts, training materials and reference materials are accurate, understandable, and written in plain language, in accordance with the contract approved, Style and Standards Guide and the CMS standards. Communicate with CMS and subcontractors to ensure products are deployed in a collaborative and seamless manner. Responsible for maintaining AtTask Project Management and Stellent Content Management databases.Monitor Customer Service Representative phone calls using Verint Systems to ensure accuracy. Review and respond to Customer Service Representative feedback regarding content-related inquiries through Next Generation Desktop.

Baltimore, Md

Responsible for completing outbound onboarding calls and educating new members on plan benefits.Facilitate health insurance enrollment and member eligibility issues with agents.Completed 60-80 inbound phone calls daily regarding claims, premiums, plan enrollments, prescription coverage, and medical authorizations.

Timonium, Md

Assist supervisor with resolving escalated issues.Direct team members and promote internal morale.Ensure one call resolution with customers by efficiently analyzing concerns and complaints.Process account information changes and initiate requests for termination, activation, reactivation, and payment in a timely manner, increasing productivity. Research complex billing and account issues providing accurate solutions.Perform payment maintenance utilizing web administration tools when necessary.Educate subscribers, groups, brokers, and providers on medical benefit coverage.