Ashley Soto

• Answer phone inquiries regarding health care coverage's premiums, eligibility, rates, account status, claims, billing, address changes, benefit verification and supply requests.

• Research require information using available resources.

• Completing call notes and call reports as necessary and updating them in the CRM.

• Complete applications, gather necessary documentation, verify eligibility criteria, and submit the application accurately to ensure timely access to benefits.

• Listen to agents' call recordings to ensure compliance with Federal and Departmental rules and regulations
• Provide coaching to agents on score cards
• Provide leadership with WTD, MTD, and YTD audit reports to leadership
• Advise Leadership on any QA trends and provide recommendations.

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and

troubleshoot problems with services or products.

• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

• Answering agent questions regarding best practices or difficult calls.

• Identifying operational issues and suggesting possible improvements.

• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if

necessary.

• Established a strong relationship with prospective clients from various sources such as networking, cold calling, and referrals.
• Described the advantages and disadvantages of different policies to promote the sale of insurance plans successfully.
• Scheduled fact-finding appointments and consultations to determine client needs and financial situations.

• Training Coordinator.
• Instruct and assist agents to complete yearly certifications.
• Answer telephone, screen, and direct calls.
• Determine the specific needs of clients by researching current coverage and available options.

• Answer telephone, screen and direct calls.

• Provide customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.

• Process forms and file records.