Angela Permon

Research and resolve provider and member inquiries, complaints, and denied claims.

Investigate and address access to care issues, fraud, abuse, and quality assurance complaints.

Interpret and communicate SoonerCare policies and procedures to members and providers.

Educate on program coverage, services, and eligibility guidelines for SoonerCare.

Process and resolve electronic claims inquiries and claims reconciliation.

Manage member applications, enrollments, plan changes, and eligibility verifications.

Identify and report system discrepancies.

Research and implement system updates and corrections.

Stay current on SoonerCare rule revisions and program changes.

Coordinate with other departments on referral issues and operational procedures.

Communicate independently with members to resolve issues.

Supported workflow during staff absences and managed high call volumes.

Field incoming telephone calls, electronic requests, and written correspondence from SoonerCare members, families, and partner organizations.

Provide clear guidance on SoonerCare and SoonerSelect eligibility rules, income guidelines, health/dental benefits, and open enrollment options.

Assist individuals with online applications via My SoonerCare, help members update personal contact or income information, and aid with reinstating expired coverage.

Connect members with choice counselors to help them pick or switch managed care health and dental plans.

Research and resolve issues related to member benefits, non-emergency medical transportation (SoonerRide), or provider directory questions.

Access agency databases and web portals to look up eligibility statuses, record client interactions, and update account notes accurately.

Identify priority cases or complex medical/behavioral needs and transfer or coordinate with specialized internal teams.