Denise Fenske

Demonstrate strong analytical skills with the ability to evaluate, develop and deliver resolution or course of action to resolution to many points of contacts

• PC proficiency on a multiple of computer platforms including but not limited to AS400, Compass, Marx, People safe
• Key Point of contact for PHD, CSR's, Premium billing, Prescribers offices, pharmacies, PBM clients etc
• Knowledge of CD&A procedure & Guidelines
• Knowledge of Premium billing-payments, dunning, AEP, SEP & Good cause
• Inbound of Escalated & Supervisor calls
• "Outside of box" Thinking skills for Best Member experience & Resolution
• SME trainer to new CCR New Hires
• SME trainer to Senior New Hires
• Assist in all levels of line of business
• Strong oral, interpersonal & written communication skills
• Self directed with minimal supervision
• Recognize & Provide Heartbeat Values
• Professional phone etiquette and Following through for End Result resolution

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Maintained high-stress situations to de-escalate and avoid call transferring
• Enhance customer satisfaction by providing accurate information and addressing concerns
• Collaborate with Colleagues & Coworkers to achieve over all customer service
• Help guide and educate members to support them in their overall health
• Making emotional connections to create a memorable experience
• Be Proactive in addressing Members concerns
• File Grievances under the Medicare Guidelines
• Handle high volume of calls on a daily basis
• Help assist Customers in navigating company website
• Maintain detail records of customer interaction to avoid future miscommunication

• Assisted patients with daily living activities, improving their overall quality of life
• Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions
• Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients
• Developed strong relationships with patients and families through open communication channels and empathetic listening skills
• Demonstrated adaptability when faced with unexpected situations or emergencies by implementing appropriate interventions quickly and efficiently
• Provided Hospice Care to Patients
• Monitored vital signs and reported any abnormalities to medical professionals promptly
• Conducted regular assessments of patients'' conditions, updating care plans as necessary.

• Provided patients with assistance in completing daily tasks, reducing daily burden on family members
• Administered medication as directed by physician
• Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships
• Upheld strict standards of privacy and confidentiality in all aspects of caregiving, maintaining dignity and respect for patients at all times
• Prepared nutritious meals according to dietary requirements, contributing to improved overall health for patients
• Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm

• Effectively handled various & Diverse home health care responsibilities based on individual patient needs
• Properly followed safety procedures for assisting with Dementia/Alzheimer Care
• Transport patients to and from various appointments
• Provided Hospice care to patients along with emotional support
• Safely administered medications according to detailed directions
• Fostered positive & professional patient relationships
• Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs
• Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support
• Prepared nutritious meals according to dietary requirements, contributing to improved overall health for patients
• Monitored progress and documented patient health status changes to keep care team updated.

• Developed high-performing team members by providing mentorship, guidance, and opportunities for professional growth
• Built relationships with customers and the community to establish long term business goals
• Dedicated to continuously improve sales and continue business knowledge practices
• Continuous Customer follow-up
• Resolve customer concerns, questions &/or complaints
• Handled & Maintained over 40 members on team
• High Team sales of over 500K
• Certifications in all aspects needed in job position

• Implemented new sales techniques and tools that led to increased efficiency and effectiveness in acquiring new customers
• Helped drive sales goals & Improvements
• Achieved & Surpassed monthly goals
• Fostered an environment of collaboration within the sales team which encouraged knowledge sharing and group problem solving
• Answered 50-75 calls in fast paced call center
• Gained in-depth knowledge of multiple departments including Marketing, Collections, Sales & Customer Service
• Maintained accurate records of member accounts & legal forms
• Managed workflow to maximize efficiently & exceed quality service goals
• Supervised Sales Team
• Team Lead of Customer Support Call Center responsible for problem solving, de-escalation & conflict resolution
• Provided Excellent customer Service to existing, new & potential customers
• Provided effective communication between customer service & other departments