Darlene Keller

The TSC researches, resolves, and responds to Medi-Cal Provider and Beneficiary telephone inquiries.

The main function is to support any Beneficiary or provider questions and/or issues.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
• Learned and maintained in-depth understanding of Medi-Cal, providing knowledgeable responses to diverse questions
• Answered customer questions regarding status of their Medi-Cal
• Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
• Answer calls from members, and providers. A majority of calls are from members regarding eligibility, authorizations, enrollment, payments/billing, claims, and ID cards.
• Select, and explain the best solution to solve the issue. Expedite correction or adjustment; follow up to ensure resolution.
  

• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
• Educated customers on product and service details and information
• Educated customers how to use company systems, complete forms and obtain desired services
• Received multiple positive reviews acknowledging dedication to excellent customer service
• Responded to customer requests for products, services and company information
• Answered over 100 calls per 8 hour shift to meet fast-paced call center demands

• Educated customers on promotions to enhance sales
• Answered customer telephone calls promptly and in appropriate manner
• Responded to customer requests for products, services and company information
• Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge
• Warm transferred calls to Loan Officers

• Educated customers on product and service details and information
• Responded to customer requests for products, services and company information
• Received multiple positive reviews acknowledging dedication to excellent customer service
• Maintained high level of customer service through friendly and polite demeanor
• Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties
• Supported customers by managing 80 calls per day efficiently while maintaining professionalism and upbeat tone
• Responded to all customer inquiries thoroughly and professionally
• Answered customer telephone calls promptly and in appropriate manner

• Made average of 80 outbound and inbound calls per day
• Overcame objections using friendly, persuasive strategies
• Delivered scripted sales talks to customers reached automatic dialing systems
• Answered inbound telephone calls from interested customers
• Received multiple positive reviews acknowledging dedication to excellent customer service
• Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
• Educated customers how to use company systems, complete forms and obtain desired services
• Logged call information and solutions provided into database
• Answered customer telephone calls promptly and in appropriate manner