April Diem
Georgetown,TX
Summary
Quality-oriented professional with 5.5 years of experience and proven knowledge of service measures, contract compliance, and customer communications. Aiming for the opportunity to be a part of a bigger picture. Meticulous and analytical Researcher with 4 years of educational and hands-on experience in systematic research. Adaptive team player with in-depth knowledge of data collection, confidential document control and problem-solving.
Overview
6
6
years of professional experience
Work History
Medicare Retention Research Analyst
GOMEDIGAP/EHEALTH
Austin, TX
12.2020 - Current
- Identify and report carrier trends and make recommendations for process improvements to reduce churn.
- Interpret, cross reference, and comprehend complex carrier reports.
- Work in a variety of systems including eHealth's back office system to document application changes.
- Work with Microsoft excel and other software applications to track and notate research findings.
- Consistently meet monthly key performance indicators (KPIs)
- Abide by Centers for Medicare and Medicaid Services (CMS), Medicare Marketing Guidelines, and policy and procedures.
- Collaborated with leadership team to identify relevant questions and determine best methods of collection.
- Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.
Enrollment Representative
GoMedigap
Round Rock, TX
10.2017 - 12.2020
- Maintained detailed and accurate records between multiple databases and programs.
- Fostered new business relationships through inbound lead follow-up.
- Investigated issues and created solutions for new customers.
- Calculated premiums and established payment methods for sales.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Remained impartial in order to advise clients based on circumstances.
- Finalized sales and collected necessary deposits.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Intern Palliative Care Team
Sentara Virginia Beach General Hospital
Virginia Beach, VA
06.2016 - 09.2017
- Worked along side interdisciplinary team such as, Nurses, social workers, and physicians to set goals and organize advance planning needs.
- Providing guidance with social workers for hospital discharge plans.
- Taking meeting minutes
- Issuing daily schedule of meetings for team.
- Assisting receptionist of daily tasks, such as greeting guests, and pharmaceutical representatives.
- Discussion of up to 25 patient outliers of average admittance time based off of diagnosis.
- Performed along side social workers who connect patients with beneficial hospital and community resources.
- Understanding importance of continuity of care between clinical settings.
- Established system of available durable medical equipment (DME) from charity organization assisting patients without insurance.
Licensed Insurance Agent
Gass-Becker Insurance
Burton, MI
Nov - 08.2004
- Provided coverage option information to assist clients in protecting assets.
- Scheduled up to 20 fact-finding appointments and consultations to determine client needs and overall financial situations daily.
- Obtained underwriting approval by completing application for coverage.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Assessed coverage plans and long-term business goals to successfully align new products with plans and strategies.
- Supported sales, brokers, consultants and underwriters in marketing and sales activities.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Reported policy changes and company conditions affecting customer satisfaction
Education
Bachelor of Science - Health Administration
ECPI University
Virginia Beach, VA11.2017
Bachelor of Science (B.S - Healthcare Administration
ECPI University
Virginia Beach, VA11.2017
Skills
- Cross-Functional Teamwork
- Problem-Solving
- Customer Service
- Account Management
- Improve Processes
- Creative Solutions
- Relationship Management
- Professional Relationships
- Spreadsheets
- Creative Problem Solver
- Ability To Build Relationships
- Excellent Communication
- Interpersonal Skills
- Computer Literacy
Timeline
Medicare Retention Research Analyst
GOMEDIGAP/EHEALTH
12.2020 - Current
Enrollment Representative
GoMedigap
10.2017 - 12.2020
Intern Palliative Care Team
Sentara Virginia Beach General Hospital
06.2016 - 09.2017
Licensed Insurance Agent
Gass-Becker Insurance
Nov - 08.2004
Bachelor of Science - Health Administration
ECPI University
Bachelor of Science (B.S - Healthcare Administration
ECPI University