Dawn Pederson

My duties included answering questions, researching and solving issues, and educating customers about their plan and how to make it work best for them. I provided excellent customer service to members, providers, other health insurance companies, and internal departments with incoming calls. My job also included reaching out to other insurance companies, providers, members, and other departments to get accurate claim information and explain that information to our customers in a clear and concise manner. When updated information was needed, I reached out to these resources to get the information updated in the system. This included accurately documenting necessary information from those phone calls. I have also had experience assisting to train new representatives and helping them to do their best. I was also available to help on an immediate basis if someone was struggling on a current call.

Continuously and efficiently treated teamster members, providers, union representatives, and employers with excellent customer service. Requested and aided in processing claims by contacting necessary resources to get needed information. Provided support in department training for system use and plan benefits. Exceeded Northwest Administrators' high standard of productivity and reliability. Sufficiently managed high volumes of incoming and outgoing calls regarding plan benefits and claims processing. Accurately researched and located necessary information from correct resources. Worked closely and confidently with co-workers to ensure efficient and consistent problem solutions.

Consistently provided "world-class" customer service to internal and external customers. Learned, performed, and aided in training Xerox computer database system. Met and exceeded Xerox high standards of productivity and reliability. Efficiently managed high volumes of incoming calls and worked responsively together with others as a team that provider quality service solutions. Facilitated and participated in workgroup meetings. Participated in workgroup scheduling. Analyzed workgroup members' reliability and production. Developed and implemented personal computer scheduling process to all personnel.