Ashley N De Jesus Borges

• Handled high-volume inbound calls providing information about plan benefits, providers, prescriptions, and eligibility.

• Resolved member concerns and service issues while delivering high-quality customer service.

• Assisted Devoted Health members with inquiries regarding Medicare Advantage plan benefits, coverage, claims, and healthcare services during the Open Enrollment Period (OEP).

• Documented member interactions and updated account information in CRM systems.

• Ensured compliance with HIPAA and Medicare regulations when handling sensitive health information.

• Managed inbound and outbound communications with prospective Medicare members via phone and SMS regarding Devoted Health plans.

• Provided clear information about plan benefits, eligibility, and coverage options to support informed decision-making.

• Performed enrollment handoffs by transferring qualified prospects to licensed agents to complete Medicare Advantage enrollments.

• Maintained accurate documentation of prospect interactions in CRM systems while adhering to Medicare compliance guidelines.

• Operated, maintained, and calibrated Angle Pad machine to ensure optimal performance
• Conducted routine inspections to verify proper equipment functionality
• Ensured quality assurance by maintaining high standards for product excellence

• Guided and mentored direct reports in handling and preparing baked goods, ensuring quality and consistency
• Monitored food preparation to uphold health and safety regulations, contributing to a safe dining environment
• Handled sensitive information, including new hire paperwork and employee checks.