Job Search Status
Open to workDesired start date: Flexible
Open To Work
Candace Madans
Midway Park,NC
Work Preference
Summary
Dynamic Coordination of Benefits Specialist at TMG Health with a proven track record in resolving complex health benefit inquiries and enhancing participant understanding. Skilled in documentation and reporting, I excel in relationship building and conflict resolution, ensuring compliance and participant satisfaction through effective communication and attention to detail.
Overview
13
13
years of professional experience
Work History
Coordination of Benefits Specialisy
TMG Health
College Station, TX
01.2014 - Current
- Managed resolution of issues and inquiries from plan participants related to health benefits, ensuring clarity through telephone interactions.
- Clarified benefits for plan participants, ensuring comprehensive understanding of available options.
- Monitored adherence to established guidelines for maintaining data confidentiality and planning participant protection.
- Conducted thorough checks on participants benefits enrollment for accuracy and systematically recorded all information in software.
- Managed dispute resolution processes with insurance companies, guaranteeing participants access to entitled benefits.
Customer Service Rep
TMG Health
College Station, TX
09.2013 - Current
- Addressed customer inquiries through phone, email, and chat, ensuring prompt issue resolution.
- Leveraged CRM systems to document interactions and streamline service request tracking.
- Facilitated collaboration among cross-functional teams to resolve complex customer concerns.
- Facilitated training sessions for new team members on customer service protocols and system navigation.
- Elevated customer satisfaction by proactively resolving concerns and delivering precise information.
- Resolved escalated calls with efficiency, ensuring satisfactory outcomes for customers and the organization.
- Addressed customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
- Addressed escalated complaints with empathy while upholding professionalism in high-pressure situations.
- Delivered product information and support to enhance customer satisfaction and loyalty.
- Oversaw meticulous documentation of customer interactions to ensure effective follow-up and issue resolution.
- Facilitated coaching and mentoring for new hires to enhance team integration.
- Oversaw meticulous documentation of customer interactions to enhance database accuracy.
- Resolved customer inquiries to enhance satisfaction and promote a positive service experience.
- Fostered team morale through consistent recognition of colleagues' contributions and achievements.
- Facilitated resolution discussions with dissatisfied customers, transforming potential negative reviews into positive testimonials.
- Addressed escalated customer issues, reinforcing commitment to service excellence.
- Engaged in training programs to deepen product knowledge and elevate customer service skills.
- Oversaw meticulous record-keeping of customer interactions and transactions to ensure precise documentation and timely follow-up.
- Delivered exceptional support by addressing customer requests and providing tailored recommendations.
- Monitored and updated knowledge of product and service changes to ensure informed decision-making.
- Adhered to customer call guidelines to optimize service levels and manage handle time effectively.
- Ensured customer satisfaction by following up on resolved issues and addressing any remaining concerns.
- Informed customers about billing payment processing and support policies and procedures.
- Adapted swiftly to dynamic changes, ensuring seamless transitions.
- Enhanced customer experience by proactively addressing concerns with empathy and efficiently resolving issues.
- Guided new personnel through comprehensive training on company operations, policies, and services.
Education
High School Diploma -
Vaughn Christian School
Vaughn, WA05.1988
Skills
New employee enrollment
Verbal and written communication
Healthcare benefits
Benefits explanation
Written and oral communication
Policy interpretation
Relationship building
Documentation and reporting
Proficient in software
New employee orientations
Leave management
Benefits interpretation
Attention to detail
Regulatory compliance
Interpersonal communication
Records maintenance
Teamwork
Multitasking
Reliability
Excellent communication
Critical thinking
Active listening
Effective communication
Adaptability and flexibility
Microsoft Excel proficiency
Self motivation
Conflict resolution
Professionalism
Time management abilities
Continuous improvement
Adaptability
Written communication
Professional demeanor
Problem-solving aptitude
Communication skills
Timeline
Coordination of Benefits Specialisy
TMG Health
01.2014 - Current
Customer Service Rep
TMG Health
09.2013 - Current
High School Diploma -
Vaughn Christian School