Aaliyah Mahoney

• Own full recruiting lifecycle for candidates that have applied to the Member Solution Representative position – from initial contact through offer.
• Review new applicant resumes and send out assessments using our Workday Applicant Tracking System.
• Conduct high volume cold calling to phone screen candidates – share information about the company, the position, screen candidates to ensure alignment with job requirements, and ultimately determine if candidate is qualified for next steps.
• Manage candidate interview process by scheduling interviews, collecting interview feedback, and ensuring a seamless interview experience for the candidate.
• Communicate verbal offers to selected candidates and ensure all written offer documents are properly executed in our system.
• Maintain a detailed record of received applications, completed assessments, recruiter phone screen notes, candidate interview status, interview feedback, and offer status.
• Provide a weekly recruitment summary regarding the status of current Member Solution Representative requisitions.

• Address agent inquiries with a 2-minute turnaround time for initial response. If a resolution requires more than 2 minutes, check in with the agent every 2 minutes until resolved
• Track and report on the number of agent support interactions handled daily via Freshdesk
• Handle supervisor level calls as required
• Mentor agents on de-escalation techniques. Listen to calls live and provide viable solutions and techniques to reduce Supervisor escalations.
• Recognize and report a minimum of 2 call drivers on a daily basis

• Obtain caller information by answering telephone calls; authenticating account holders; verifying information

• Provide correct and appropriate information, entering detailed notes on caller’s account regarding the nature of the call, maintaining and respecting caller privacy

• Study new product changes and system functionality

• Create ticket cases via Freshdesk to enlist the help of experts to ensure resolution and achieve SLAs

• Ranked #1 performer 4 months in a row due to high quality scores and metrics

• Completed calls with an average of 95% QA score to ensure the highest level of customer service

• Trained, coached, and mentored new sales associates for maximum performance
• Used POS system to process sales, returns, online orders, and gift card activations
• Learn and share expertise of products to fit customers needs
• Organized store merchandise racks and displays

• Ensure compliance with HIPAA regulations when handling sensitive patient information
• Update account information such as billing options, changes of address, and phone numbers
• Educate beneficiaries on how the plan works, including benefits, cost sharing, and levels of coverage
• Assist beneficiaries with medical and prescription claims