Chon'e Benjamin

Research and resolution of provider and client billing inquires including renegotiating claims as necessary to secure savings.

While meeting or exceeding department KPI goals.

Maintains tracking of all necessary information related to the research and resolution of assigned work.

Works closely with internal staff, including Client Services, Network and Vendor Management, Out of Network Services and Bill

Review & Audit for coordinate and promptly resolve issues

Assists other department members in resolving complex claims or escalated provider issues.

Communicates directly with clients to provide status updates and notification of resolved issues

Maintain awareness of and ensure adherence to HIPAA and Zelis standards regarding privacy.

Provides coverage and support for the Customer Care Team when needed

Performs other related responsibilities as assigned

Utilized the Epic electronic health record (EHR) system to access and update patient information, review member eligibility and benefits, document customer interactions, process service requests, and support accurate, timely resolution of healthcare inquiries.

Provided customer support through in-app chat, messaging, and email, assisting customers with account, payment, transaction, and product-related inquiries. Used CRM tools to document interactions, resolve issues, escalate product bugs, and collaborate with internal teams. Maintained strong quality, productivity, and customer satisfaction standards while handling a high volume of digital support cases.

Provided exceptional customer support to members, patients, and providers through chat, email, and CRM platforms by resolving inquiries accurately and efficiently. Assisted customers with eligibility, benefits, ID cards, provider services, website support, and general account questions while ensuring compliance with company policies. Built positive relationships by delivering empathetic service, advocating for customer needs, and guiding individuals through healthcare processes. Collaborated with cross-functional teams to resolve complex issues, document product concerns, identify trends, and recommend process improvements that enhanced customer satisfaction, retention, and overall service quality.