Carla Jenkins

Responsible for dust mopping, high/low dusting, discharge room cleaning including bed and fixtures, disinfecting of bathroom and fixtures, replenishing paper supplies and products, trash removal of both non-infectious and infectious waste, vacuuming, wall washing, cleaning of identified medical devices and instrument

• Scrubbing, buffing of hard surface flooring, carpet bonnet cleaning and extraction cleaning
• Responsible for performing job duties in accordance with mission, vision and values of Tampa General hospital.
• Addressed customer concerns promptly, demonstrating commitment to exceptional service delivery in all aspects of environmental services management.
• Provided exceptional customer service to patients, visitors, and staff while performing routine duties as Environmental Services Assistant.
• Promoted adherence to regulatory requirements by staying current on evolving industry standards for environmental services housekeeping best practices.

• Organized and used industrial cleaning products following strict safety procedures
• Sanitized office spaces bathrooms and kitchens to maintain hygienic work environment for employees and visitors
• Cleaned desks, office equipment, walls, files, ledges, and countertops by dusting surfaces
• Emptied trashcans and transported waste to collection areas
• Used time management and efficient cleaning methods to meet deadlines
• Disinfected high-touch surfaces, doorknobs and light switches to prevent spread of germs and illness
• Dusted windows and mirrors to allow natural light inside office and maintain clear view of outside
• Dusted and polished furniture, surfaces and equipment to remove dust and grime
• Vacuumed and mopped floors to remove dirt and debris and maintain clean and safe work environment.

• Respond to incoming calls and answer any related questions
• Maintain patient census and reach out to patients prior to them needing their medications
• Ascertain from patient all of their supply needs and review medication inventory
• Offer any additional support or assistance, such as consultations with pharmacists
• Maintain statements and inform patients of co-pays and past due amounts
• Performed clinical documentation
• Process payments in the form of credit card transactions
• Schedule delivery of medication after all patient needs are addressed
• Document all related communications with pharmacy personnel patients, physicians, nursing agencies and other related individuals
• Assist and maintain all related pharmacy records (prescription logs, care plans, medication profiles, and any other related files) as determined by the pharmacist.
• Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
• Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
• Communicated with insurance companies to verify coverage and obtain authorizations for prescriptions delivery

Use customer service best practices to ensure a positive experience

Review all incoming enrollment quarantine items to determine whether enrollment may be accepted, requires additional information or should be rejected

• Request and review Special Enrollment Period supporting documentation to determine whether or not enrollment is valid, to ensure that all items are properly tracked and established turn-around-times are met
• Performed insurance based duties to include benefit verification and prior authorization
• Work directly with members to discuss member impact due to retroactive changes received from state-based exchange
• Work with state-based exchange or Federally Facilitated Marketplace (FFM) to resolve enrollment, premium, APTC/CSR disputes or discrepancies
• Work with members in grace period to resolve billing issues and/or collect outstanding premium
• Ensure that all customer needs and problems are properly communicated and managed in way that maintains great customer relationships.
• Communicated effectively via telephone, email, and in person with prospective customers.
• Enhanced customer service by promptly addressing inquiries and resolving issues in timely manner.
• Streamlined enrollment process for increased efficiency and enhanced user experience.
• Understood and thoroughly explained services provided to customers and potential customers.
• Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
• Utilized exceptional interpersonal skills to establish rapport with prospective students from diverse backgrounds, ultimately increasing program accessibility.

• Insurance based duties to include benefit enrollment, details of co-pay, OOP, provider search, and prescription coverage and cost
• Managed multiple CRM's and research tools simultaneously
• Referenced current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters
• Documented all activities for quality and metrics reporting through Customer Relationship Management (CRM) application.
• Utilized CRM tools to track client interactions, follow-ups, and progress toward enrollment goals efficiently.
• Streamlined enrollment process with efficient documentation and data entry, reducing processing time.
• Helped eligible low-income seniors access financial assistance programs that reduce out-of-pocket healthcare expenses associated with Medicare plans.
• Developed deep understanding of various Medicare plans and regulations to provide expert advice to clients in need of guidance.
• Resolved client inquiries and concerns promptly, ensuring their satisfaction with chosen Medicare plans.
• Increased Medicare plan enrollments by effectively presenting and explaining plan options to potential clients.
• Conducted thorough needs assessments for each client, recommending most suitable Medicare plans based on their unique requirements.
• Assisted individuals transitioning from employer-sponsored health coverage to Medicare during retirement planning processes.
• Educated seniors on available government assistance programs, helping them make informed decisions about healthcare coverage.
• Built strong relationships with clients for long-term success by providing exceptional customer service and support.

Inbound calls from clients regarding health insurance policies, benefits and coverage

• Qualify, educate and enroll individuals into healthcare plans that meet their needs
• Enroll clients based on compliance and training requirements to sell appropriate products
• Help clients with questions regarding health insurance and/or Medicare products
• Navigate through multiple systems and quoting tools to fulfill consumer requests, research inquiries, create leads for follow-up and update consumer information
• Provide customer resolutions while offering additional products that may meet customer's needs
• Document all activities for quality and metrics reporting through Customer Relationship Management (CRM) application.
• Built strong relationships with clients through consistent communication and excellent customer service.
• Responded to customer calls swiftly to resolve issues and answer questions.
• Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
• Maintained high standards of customer service by building relationships with clients.
• Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
• Prepared and reviewed insurance applications to verify compliance with regulations.
• Built relationships with clients using active listening and issue resolution to provide excellent service.
• Educated clients on importance of adequate insurance coverage, fostering trust and loyalty among existing client base.

Ability to recruit qualified providers through a strategic recruitment plan based on needs of organization

• Develop rapport with providers and maintain and on-going communication throughout recruiting process from initial contact to contract
• Negotiate fees and rates
• Excellent written and verbal skills
• Detailed oriented, organized, adaptable, and self-motivated
• Assisted to create SOP and LOA
• Resolved escalated issues in timely manner by working with appropriate internal sources
• Used Optum CES software to ensure coding rules were correct and most current
• Document all activities for quality and metrics reporting through Customer Relationship Management (CRM) application.
• Followed all company policies and procedures to deliver quality work.
• Developed strong client relationships through consistent communication and attentive service.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Built and managed relationships with key clients and partners to drive growth.
• Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures.

• Answered inbound calls from clients regarding health insurance policies, benefits and coverage
• Qualified, educated and enroll individuals into healthcare plans that meet their needs
• Helped clients with questions regarding health insurance and/or Medicare products
• Insurance based duties to include benefit enrollment, details of co-pay, OOP, provider search, and prescription coverage and cost
• Navigated through multiple systems and quoting tools to fulfill consumer requests, research inquiries, create leads for follow-up and update consumer information
• Provided customer resolutions while offering additional products that may meet customer's needs
• Documented all activities for quality and metrics reporting through Customer Relationship Management (CRM) application.
• Handled approximately 74 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
• Retained 93% of policyholders during annual renewal period.
• Closed average of 24 new sales per week after implementing new brokerage program.

• Assisted applicants with completing forms for Federal Marketplace Exchange
• Participated with community outreach to explain benefits of ACA
• Maintained good working relationship with consumers, co-workers, and management
• Followed established guidelines and procedures
• Required minimal oversight to complete job tasks, meeting all deadlines and goals
• Utilized downtime to perform routine tasks, preventing service delays.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.
• Developed and maintained courteous and effective working relationships.

• Effectively managed high-volume of inbound customer calls
• Interviewed clients in call center setting to assisted clients in maintaining maximum benefit coverage
• Completion of applications for state and federal programs (including Health Exchange/Marketplace Programs)
• Performed variety of duties including screening consumers to determine benefit eligibility, assisting in completion and submission of benefit applications and rectify eligibility issues
• Documented all activities for quality and metrics reporting through Customer Relationship Management (CRM) application.
• Assisted non-English speaking clients using translation services when needed, ensuring equal access to vital healthcare information across diverse populations.
• Established trusting relationships with clients, fostering environment conducive to open communication about their healthcare needs.
• Collaborated with team members to develop best practices for Certified Application Counselor duties, enhancing overall performance.
• Maintained up-to-date knowledge of federal and state healthcare policies, ensuring accurate information dissemination to clients.
• Facilitated smooth transitions between healthcare plans for clients experiencing life changes, such as job loss or family expansion.
• Upheld strict confidentiality standards while handling sensitive client information, fostering trust and promoting ethical practices throughout all aspects of service provision.
• Improved client satisfaction with enrollment process through attentive listening and tailored guidance.
• Communicated with individuals to gather information or provide updates for corrections.
• Educated individuals on importance of health insurance coverage, cultivating informed decision-making among clientele.
• Conducted detailed assessments of client eligibility for various healthcare programs, optimizing plan selection processes based on individual needs and circumstances.
• Identified potential barriers to enrollment and developed customized solutions to overcome challenges faced by individual clients.
• Provided exceptional customer service by addressing client concerns and resolving issues in timely manner.
• Ensured compliance with all applicable regulations while assisting clients in navigating complex healthcare systems.
• Collaborated with external agencies to obtain necessary documentation for client applications, expediting approval processes wherever possible.
• Responded to member or group questions and verified enrollment status.
• Assisted clients in understanding health insurance options by providing clear, concise information on available plans.
• Assisted clients with completion of applications and paperwork.
• Interviewed applicants and explained scope of different available benefits.
• Reviewed applications for different aid programs and determined which qualification criteria for individuals.