Ashzia Benefield

• Answered over 60 calls per day from policyholders, addressing their inquiries and concerns regarding policy details, coverage limits, and billing queries.
• Process policy changes requested by customers, including updates to personal information, coverage adjustments, and beneficiary modifications.
• Assist in claims processing by guiding policyholders on how to file a claim, documenting initial claim information, and directing claims to appropriate department for processing.
• Resolve customer complaints by identifying problems, researching answers, and providing solutions or alternative recommendations.
• Facilitate policy renewals by reviewing current policies with customers, discussing renewal terms, and processing renewal transactions.
• Educate customers on policy features, insurance products, and services by explaining benefits and limitations of their policies and suggesting additional coverage as needed.
• Handle policy cancellations upon customer request, ensuring all necessary paperwork is completed, advising on the implications of cancellation, and attempting to retain the customer through problem-solving or offering alternative solutions.

• Collects and reviews all patient insurance benefit information from the payer, to the degree authorized by the SOP of the program.
• Provides exceptional customer service to all internal team members; resolve any requests in a timely and accurate manner; escalates issues accordingly.
• Maintains frequent phone contact with assigned payers.
• Reports any reimbursement trends/delays to supervisor.
• Coordinates with inter-departmental associates, as necessary.
• Communicates effectively to payers to ensure accurate and timely benefit investigations.
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors.
• Achieves or exceeds daily and weekly performance targets for BV completion.

· Greeting patients professionally both in person and on the phone.

· Identify patients and other customers needs, clarify information, research every issue and provide solutions and/or alternatives.

· Completes initial registration information of new patients following established policies and procedures

· Updates any changes of patient’s information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate.

· Navigate through patients’ chart in the EHR to locate appropriate information

· Verifies pharmacy information and other clinical information related to a patient’s visit.

· Monitors automatic call reminder system; making sure that cancellations are

identified and reconciled with the schedule.

· Manually reminds patients of appointments when the automatic call reminder system is unable to do so.

• Provide exceptional customer service support via phone, email, and live chat, resolving an average of 75 inquires per day
• Following call center “scripts” when handling different topics
• Identifying customers' needs, clarify information, research every issue and providing solutions
• Transferring and escalating calls to appropriate department if needed
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Documenting all call information according to standard operating procedures
• Follow up customer calls where necessary
• Provide product and service information to customers