Ciarra Dunlap

Provided professional and empathetic support for customer service inquiries at all levels.

• Managed high volumes of email inquiries and inbound calls, achieving timely resolutions.
• Resolved moderately complex issues related to billing, service changes, and accounts.
• Acted as a support resource for Customer Service Representatives during escalations.
• Ensured compliance by accurately documenting all customer interactions.
• Updated service and route data consistently to improve billing accuracy.
• Achieved high performance standards in productivity and quality metrics.
• Partnered with management on strategies to enhance processes and customer experience.

Resolved high-impact escalations as final support level for Medicare and Medicaid recipients.

• Audited grievances for compliance with healthcare regulations and documented findings.
• Initiated prior authorizations for medical and prescription services.
• Submitted appeals for denied medical and prescription claims.
• Prepared comprehensive complaint documentation for health insurance providers.
• Overrode pharmacy and medical codes to effectively address member issues.
• Managed administrative tasks including correspondence, scheduling, and documentation maintenance.
• Maintained accuracy and confidentiality within a highly regulated environment.