Crystal Benson
Albany
Summary
Detail-oriented professional with extensive experience in healthcare plan implementation and compliance. Skilled in effective communication and analytical thinking, ensuring accurate account setups and timely task completion to enhance customer satisfaction.
Overview
21
21
years of professional experience
Work History
Sr. Plan Coordination Consultant
Aetna, a CVS Health
Hartford
10.2016 - Current
- Coordinated with cross-functional teams and plan sponsors to implement new business and revision healthcare plans successfully.
- Monitored schedules and deadlines for timely task completion.
- Collaborated with team members to create effective strategies addressing customer needs.
- Reviewed documentation for proper coding, identifying errors and making necessary revisions.
- Complete accurate set-up of complex account structure and detail benefit plans in systems.
Call Quality Assurance Specialist
Aetna, a CVS Health
Hartford
07.2012 - 10.2018
- Evaluated call recordings to ensure adherence to quality standards and compliance.
- Provided coaching and feedback to agents, improving performance and meeting expectations.
- Guided customer service representatives in resolving complaints and answering inquiries.
- Interpreted company policies, assisting staff in understanding procedures and benefits.
- Mentored newly hired employees on various company programs and best practices.
- Reviewed agent call performance, delivering constructive feedback for improvement.
- Supported representatives with complex issues, enhancing problem-solving capabilities.
- Ensured alignment with quality standards through regular review of customer interactions.
Customer Service Representative
Aetna, a CVS Health
Hartford
09.2004 - 07.2012
- Delivered exceptional customer service by addressing inquiries from members and providers promptly.
- Maintained accurate records of customer interactions, ensuring compliance with company standards.
- Resolved customer complaints efficiently, enhancing overall satisfaction.
- Trained new staff on call handling protocols and customer service excellence.
- Utilized probing questions to assess service needs and input information accurately.
- Exhibited professionalism while managing stressful situations, effectively diffusing tension.
- Provided knowledgeable assistance to every customer, fostering trust and loyalty.
Education
Legal Administration Assistance - Legal Studies
Bryant & Stratton College
NY06-1997
Skills
- Implementation planning
- Account setup
- Time management
- Team collaboration
- Policy analysis
- Analytical thinking
- Task prioritization
- Organizational abilities
- Multitasking proficiency
- Problem-solving skills
- Decision-making expertise
- Research capabilities
- Proficient in PERS, OLR, ePolicies, LAT
- Benefit plan design
- Documentation assessment
- Account setup and management
- Compliance adherence
- Customer relationship management
- Effective communication skills
- Attention to detail
- Multitasking capacity
- Teamwork skills
Timeline
Sr. Plan Coordination Consultant
Aetna, a CVS Health
10.2016 - Current
Call Quality Assurance Specialist
Aetna, a CVS Health
07.2012 - 10.2018
Customer Service Representative
Aetna, a CVS Health
09.2004 - 07.2012
Legal Administration Assistance - Legal Studies
Bryant & Stratton College