Cowana Green

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• Assisted customers with Medicare inquiries and explained coverage options.
• Resolved billing issues and processed claims for timely reimbursements.
• Educated clients on Medicare benefits and enrollment procedures.
• Collaborated with healthcare providers to ensure accurate patient information.
• Maintained customer records in the company's database for easy access.
• Handled complex cases and escalated issues to management as necessary.
• Monitored changes in Medicare policies to keep clients informed effectively.
• Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
• Resolved customer complaints and concerns in a timely manner.
• Responded promptly to customer inquiries about coverage options, claims status, and other related topics.

Compliance an advocate for the company's policies and procedures to meet statutory, quality and overall strategies.

• Assisted customers with inquiries and account management.
• Processed service requests using CRM software efficiently.
• Resolved customer complaints through effective communication techniques.
• Educated clients on product features and benefits.
• Collaborated with team members to enhance service delivery standards.
• Maintained accurate records of customer interactions and transactions.
• Monitored service quality to ensure compliance with company guidelines.
• Provided support to members regarding account inquiries, processing transactions, and resolving issues.
• Answered incoming calls regarding membership benefits and services.
• Responsible for coaching areas of improvement based on performances.
• Initiates presentations to improve performances and area of improvements.
• Assist with services and maintaining mechanisms for monitoring outcomes of performances of agent and team leads.
• Schedule and coordinates meetings, training courses, and materials.
• Provides links with hospitals, patients, doctors and families in areas of conflicts concerning treatments or customer service concerns.
• Having strong verbal skills, writing skills, management skills and strong interpersonal skills.

• Assisted clients with Medicare enrollment processes and documentation requirements.
• Educated beneficiaries about Medicare options and benefits available to them.
• Maintained accurate records of client interactions and enrollment status updates.
• Collaborated with team members to streamline enrollment procedures and improve efficiency.
• Provided support during open enrollment periods to ensure timely processing of applications.
• Resolved client inquiries regarding eligibility, coverage, and plan specifics effectively.
• Utilized CRM systems to track client information and manage follow-up tasks efficiently.

• Handling incoming call and chats from members and clients regarding various needs.
• Demonstrate and maintain professional oral and written communications with co-workers, patients or customers.
• Navigating multiple database for research and resolutions.
• Answering questions about products, clients charts, members, and product issues. Posses a friendly and professional attitude to quickly develop rapport with the callers.
• Uses excellent listening skills with the ability to ask probing questions, understand issues and overcoming objections.
• Accepting repetitive work tasks performed in a confined work area.
• Maintenance of thorough knowledge of systems so that information is given to the caller.
• Handle high volume of inbound calls from customers and direct them to proper departments.
• Strong problem-solving skills to quickly identify the root cause of the customer issues and resolve necessary.
• Process Payments to resolve customer accounts.
• Excellent customer service, communication, and listening skills.