CIERA BOOKER

• Managed inbound service requests via phone and email, ensuring timely, accurate, and professional responses that enhanced customer satisfaction
• Resolve customer inquiries related to policies, endorsements, renewals, and general servicing needs
• Assist customers with insurance documentation, including certificates of insurance, declaration pages, and proof of coverage
• Supported policy renewals by gathering updated customer information and coordinating with licensed agents to streamline customer experience
• Partnered with licensed agents to resolve customer issues and escalated complex matters, ensuring efficient handling of inquiries
• Maintain accurate and complete records in CRM, agency management systems (AMS), and carrier platforms to ensure compliance and data integrity

· Ability to manage multiple tasks

· Displaying conflict resolution, problem solving, and prioritization.

• Coordinated appeals and dispute resolution workflows, documented case actions, and triaged issues to facilitate first-call resolutions and escalate complex cases to subject-matter experts.
• Requested and reviewed medical records and plan documents to identify remediation steps, enhancing turnaround time through strict process adherence and effective stakeholder communication.
• Reviewed and analyzed appeals for healthcare coverage decisions.
• Communicated with members and providers to gather necessary documentation.
• Collaborated with legal teams on complex cases and compliance issues.

• Maintained HIPAA-compliant records and performed insurance verifications and claims submissions, ensuring regulatory compliance and accuracy in incident documentation.
• Created patient authorizations and coordinated scheduling with providers, prioritizing customer-focused resolutions through effective follow-up and communication.
• Managed patient records to ensure compliance with privacy regulations.
• Organized medical files using electronic health record systems efficiently.
• Reviewed documentation for accuracy and completeness before filing.

• Coordinated high-volume inbound calls and roadside assistance using multiple systems, consistently meeting response-time expectations and resolving escalated customer situations.
• Utilized analytical reasoning and provided status updates to drivers and members, ensuring clear communication and timely resolution while maintaining accurate incident logs.
• Coordinated roadside assistance services for members across diverse locations.
• Managed communication between service providers and customers to ensure timely support.
• Utilized dispatch software to track service requests and vehicle locations effectively.