Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Alana Benton

Irvine,KY

Summary

Dynamic customer service advocate with proven problem-solving skills at Centene, adept at resolving issues swiftly while fostering long-term relationships. Demonstrated empathy and technical proficiency in a high-paced environment, ensuring client satisfaction and compliance. Recognized for maintaining confidentiality and exceptional organizational skills as an Office Manager at AVT/Video Lab.

Overview

28
28
years of professional experience

Work History

Customer Service Advocate I

Centene
09.2022 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
  • Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
  • Mitigates and prevents complaints from being escalated to resolve in initial contact
  • Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
  • Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
  • Provides customer service in a high pace contact center environment over the phone, via live chats and emails
  • Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
  • Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
  • Performs data entry per phone to maintain and update various authorization requests into utilization management system
  • Verifies member insurance coverage and/or service/benefit eligibility via system tools and aligns authorization with the guidelines to ensure a timely adjudication for payment
  • Supports and processes authorization requests for services in accordance with the insurance prior authorization list and routes to the appropriate clinical reviewer


Office Manager

AVT/Video Lab
01.1997 - 09.2022
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Maintained office inventory

Education

Bachelor - Education

Eastern Kentucky University
Richmond, KY

Bachelor's Degree - Bachelor of Fine Arts

Eastern Kentucky University
Richmond, KY
05-1992

Skills

  • Problem-solving
  • Data entry
  • Communication Skills
  • Empathy and Patience
  • Technical Proficiency
  • Organizational Skills
  • Interpersonal and Soft Skills

Accomplishments

    I have been asked by my supervisor to have a newly trained CSA shadow me for a day.

    I have completed the Authorizatiuon training required to assist with authorizations that are called in

    I conduct all interactions in a professional and courteous manner to support member experience and business goals

    I maintain a score of 98-100% on incoming calls based on established contact center metrics

    I keep updated with all assigned trainings

    I maintain a Meets Expectaion/Exceeds Expectations on monthly & yearly performance evaluations

    I demonstrate a proficient level of leadership behavior

Timeline

Customer Service Advocate I

Centene
09.2022 - Current

Office Manager

AVT/Video Lab
01.1997 - 09.2022

Bachelor - Education

Eastern Kentucky University

Bachelor's Degree - Bachelor of Fine Arts

Eastern Kentucky University

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Alana Benton