Chloé Marshall
Lawrenceville,Georgia
Summary
Experienced professional with a strong background in customer service and administrative roles. Proven ability to deliver exceptional support, resolve inquiries, and streamline administrative processes. Detail-oriented with excellent organizational and communication skills. Adept at managing tasks efficiently and providing top-tier service to clients. Eager to leverage expertise in a dynamic work environment that values dedication and excellence.
Overview
10
10
years of professional experience
Work History
Resolution Specialist
Kaiser Permanente
01.2020 - 01.2021
- Responsible for responding and resolving up to 50 escalated issues per day and ensuring first call resolution for members/callers and accurately documenting results specific but not limited to assisting members/callers with complaints, external handoffs, and potential issues that could be escalated to senior leadership
- Advocate for members by utilizing current customer service strategies, established relationships external partners (Appointment Call Center, Medical Facilities, Claims, Membership Administration and Patient Financial Services) to collaboratively perform research to resolve escalated and complex issues.
- Responsible for educating providers, staff and members on health plan benefits and services.
- Skilled at working independently and collaboratively in team environment
- Managed time efficiently in order to complete all tasks within deadlines
- Used critical thinking to break down problems, evaluate solutions and make decisions
Customer Service Operations Sr.
Kaiser Permanente
01.2017 - 01.2020
- Maintained joint accountability with Customer Service Representatives (CSRs) for overall operations of Member Service Contact Center (MSCC)
- Upheld superior standards for productivity and service quality through 1:1 training and coaching of CSRs
- Utilized monitoring/tracking systems and technologies of complex nature to conduct day to day work
- Provided independent judgment for case solutions
- Demonstrated extensive knowledge of organization, products, and/or services
- Handled problem resolution which may require follow-up and networking with senior internal/external personnel in areas of expertise for escalations
- Also was responsible for recommending process changes and enhancements within internal and external departments.
Health Plan Service Specialist
Kaiser Permanente
01.2014 - 01.2017
- Provided individual development to Customer Service Representatives (CSRs) which included 1:1s and Quality Assurance reviews with CSRs
- Responded to escalated issues and assisted with CSR problems and questions
- Provided member call backs for issue resolution to escalated calls
- Conducted training for processing credit card payments and post-classroom training support, as needed
- Processed End of Day payment reconciliation for entire department
- Point of contact for Patient Financial Services within Member Services Contact Center (MSCC)
- Supported payroll process for Local 105 Union staff, and supported MSCC’s Super Unit Based Team to help improve business processes and procedure within internal and external departments.
Customer Service Representative
Kaiser Permanente
01.2012 - 01.2014
- Assisted hundreds of members of by providing benefits and detailed plan information as well as other insurance questions
- Was also responsible for explaining medical service billing statements, processing credit card payments for services, answering general questions and making sure to get caller complete and correct information and if necessary, transferring member to correct department for further assistance
- Other responsibilities consisted of off phone duties such as floor support for new representatives, testing new computer and phones systems and assisting with minor escalated issues for members.
Call Center Service Associate
Kaiser Permanente
01.2011 - 01.2012
- Responsible for receiving up to 60 incoming calls per day to assist with scheduling doctor appointments for Kaiser Permanente patients with their Primary Care Provider
- Also responsible for sending messages to clinics per patients’ request, transferring phone calls to correct tide lines/phone numbers, relaying positive lab results to patients, printing and preparing immunization information and other customer service-related duties.
Education
High School Diploma -
George Washington High School
Denver, CO05.2008
Skills
- Customer Service
- Conflict management
- Team Building
- Coaching
- Communications
- Training
- Leadership
- MS Office (Word, Excel, PPT)
Pages
2
Timeline
Resolution Specialist
Kaiser Permanente
01.2020 - 01.2021
Customer Service Operations Sr.
Kaiser Permanente
01.2017 - 01.2020
Health Plan Service Specialist
Kaiser Permanente
01.2014 - 01.2017
Customer Service Representative
Kaiser Permanente
01.2012 - 01.2014
Call Center Service Associate
Kaiser Permanente
01.2011 - 01.2012
High School Diploma -
George Washington High School
Similar Profiles
Marie A. StevensonMarie A. Stevenson
Patient at Patient FinancialAdvisor, Kaiser Permanente Eligibility and FinancialServices, FinancialAdvisor, Kaiser PermanentePatient at Patient FinancialAdvisor, Kaiser Permanente Eligibility and FinancialServices, FinancialAdvisor, Kaiser Permanente
Edith NagunaEdith Naguna
Special Needs Program Care Mgt RN Consultant at Kaiser Permanente - Southern California Permanente Medical GroupSpecial Needs Program Care Mgt RN Consultant at Kaiser Permanente - Southern California Permanente Medical Group
MICHAEL NAVAMICHAEL NAVA
Area Director at Kaiser Permanente – The Permanente Medical GroupArea Director at Kaiser Permanente – The Permanente Medical Group
Diana IovescuDiana Iovescu
Program Manager III- Centers for Reproductive Health/IVF at Kaiser Permanente- The Permanente Medical GroupProgram Manager III- Centers for Reproductive Health/IVF at Kaiser Permanente- The Permanente Medical Group
Michelle ArguetaMichelle Argueta
Bartender at BOTICABartender at BOTICA