Summary
Overview
Work History
Skills
Timeline
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Daysie Teng

Summary

Highly motivated and analytical professional with over 15 years of experience in the healthcare industry at Kaiser Permanente. Exceptional customer service and conflict resolution skills with a strong background in Medicare Eligibility and handling CTM complaints. Proven ability to manage complex cases and enhance the member experience. Currently excelling in the Customer Resolution Team by providing effective support and resolution for various member issues.

Overview

17
17
years of professional experience

Work History

Account Administrative Representative CRT

Kaiser Permanente
06.2016 - Current
  • Handle inbound and outbound calls, assisting members with various issues including enrollment and disenrollment.
  • Conduct research and provide resolution for Incident Reports (IRs).
  • Collaborate with case management to address and resolve complex member cases.
  • Maintain a high standard of customer service, ensuring member satisfaction and positive experiences.

Account Administrative Representative CTM

Kaiser Permanente
06.2008 - 06.2016
  • Managed and resolved CTM complaints with the Centers for Medicare & Medicaid Services (CMS).
  • Handled complex cases to improve Medicare members' experiences and ensure compliance with regulatory standards.
  • Utilized strong analytical skills to identify root causes and implement effective solutions.
  • Works closely with team to ensure workload is completed on time and goals met.

Account Administrative Representative

Kaiser Permanente
07.2007 - 06.2008
  • Accurately processed and analyzed billing and reconciliation reports in Foundation System and Common Membership System.
  • Enrolled members onto the Senior Advantage program, ensuring eligibility criteria were met.
  • Provided exceptional customer service and support to prospective and current Medicare members.
  • Assisted in the resolution of eligibility issues and maintained accurate enrollment records.

Skills

  • Excellent Customer Service
  • Conflict Resolution
  • Analytical Skills
  • Case Management
  • Medicare Eligibility
  • CTM Complaint Resolution
  • Research and Problem Solving
  • Effective Communication
  • Document Management
  • Time Management

Timeline

Account Administrative Representative CRT

Kaiser Permanente
06.2016 - Current

Account Administrative Representative CTM

Kaiser Permanente
06.2008 - 06.2016

Account Administrative Representative

Kaiser Permanente
07.2007 - 06.2008

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Daysie Teng