Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angela Vonnegut

Minneapolis,Minnesota

Summary

Successful Customer Service Professional with 10+ years of experience addressing customer requests and concerns over the telephone. Seeking to continue my telephone customer service career. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.

Overview

12
12
years of professional experience

Work History

Senior Consumer Advocate

Medica Health Plans
01.2013 - 07.2019
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises
  • Resolved customer complaints over the phone and in writing
  • Processed customer's medical appeals: mailed decision letters to members for written requests and responded via email for electronic requests with over 98% quality average for internal audits

Speaking Medica Lead

Medica Health Plans
03.2016 - 07.2019
  • Managed consolidation, editing and re-writing of medical insurance complaint and appeal letters for Medica Commercial Customer Service
  • Updated member correspondence to an 8th-grade reading level by using plain language, which makes it easier for members to read and understand the medical insurance document's message
  • Presented updated letters to the Communications Review Board for in-depth analysis by senior leadership
  • Acted as a subject matter expert for Medica Commercial Customer Service, sharing best practices with Leads from other areas of Medica's business
  • Contributed to Communications Review Board reviews as a member of the board, offered recommendations for communication updates for other areas of Medica business
  • Collaborated on project to update plan benefit document/contract language, gathered reports of the most common complaints and appeals received by Customer Service and shared recommendations to reorganize and update benefit document wording with a focus on plain language

Quality Administrator

Medica Health Plans
07.2007 - 01.2013
  • Developed and maintained a personalized dedicated QA program with Customer Service phone teams, averaging a total of 18 representatives monthly
  • Focused on building representatives' strengths while also working on areas of opportunity
  • Built strong working relationships with Customer Service teams and supervisors. Consistently met and exceeded reps' expectations for the dedicated QA program as evidenced by quarterly satisfaction surveys
  • Seen as personable, approachable and someone who wanted reps to succeed and would work to help them reach their goals. Coached side by side with representatives
  • Emphasized the importance of the customer experience and first call resolution
  • Operated the QA phone line and assisted phone reps with medical insurance benefit and claim questions during customer calls
  • Teamed with different departments within the company to resolve various customer issues

Education

Bachelor of Arts - Liberal Arts And General Studies

University of Minnesota - Twin Cities
Minneapolis, MN

Skills

  • Telephone Customer Service- Including Remote Work
  • Outbound and Inbound Calls
  • Complaint Resolution
  • Professional Telephone Demeanor
  • Information Gathering and Analysis
  • Process Improvement
  • Excellent Interpersonal Skills
  • Excellent Written and Oral Communication
  • Computer Proficient
  • Enthusiastic Team Player
  • Problem Resolution
  • Documentation and Reporting

Timeline

Speaking Medica Lead

Medica Health Plans
03.2016 - 07.2019

Senior Consumer Advocate

Medica Health Plans
01.2013 - 07.2019

Quality Administrator

Medica Health Plans
07.2007 - 01.2013

Bachelor of Arts - Liberal Arts And General Studies

University of Minnesota - Twin Cities

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