Destiny McConville

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Met customer call guidelines for service levels, handle time and productivity.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responsible for providing education, assistance, and eligibility services to Massachusetts
• Medicaid customers
• Responsible for providing support to ensure that callers understand the application process
• and documentation required.
• Eligibility assistance over the phone
• Assisting individuals and families gain access to health care services.
• Providing accurate and consistent information.
• Documenting calls and creating workflows.
• Understanding of Medicaid Programs preferred.
• Handle high call volume in a fast-paced environment.
• HIX, Health Track, Workplace and MMIS trained

• Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
• Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Achieved or exceeded company-defined sales quotas.
• Built relationships with customers and community to promote long term business growth.
• Selected correct products based on customer needs, product specifications and applicable regulations.
• Scheduled appointments for agents’ existing clients to review their current policies.
• Making sure policyholders leave feeling protected and aware of what policies they have.
• Created daily call playlists of submitted names using OnTrack and sustained Account
• Management Performance daily, weekly and monthly on OnTrack
• Successfully handled a full-time workload, by working 95% of my hours on shift.
• Maintained a workload of 28 agents with call lists of 50-200 names submitted monthly each agent, equally out to 1800-2000 client names submitted to schedule insurance reviews monthly.
• Full-Time Workload: The amount of the names packages for all the agents assigned to me. A full-time workload is 1800- 2000 names per month.
• Successfully managed a full-time workload, by producing150-200+ Review Appointment
• calls per day to clients to schedule insurance reviews.
• Successfully balanced a full-time workload, by spending 65-75% of my shift making RA calls
• To successfully manage a full-time workload, my Calls Per Hour averaged of 18-20+ throughout a 8 hour shift when multi-tasking. However, CPH averaged out to 30 calls per hour when solely making calls to clients.
• Contact Ratio typically was between 29-31%.: Contact Ratio: Percentage of clients who answered the phone.
• Scheduled appointments between 300-400+ within a 30-day period. Called to confirm appointments the day before.
• Successfully managed a full-time workload, by having a close ratio of 45-50%+: Close
• Ratio is the amount of time you can schedule an appointment when a client answers.
• Knowing how and when to use rebuttals to close out an appointment
• Re-scheduled any missed, pending, or urgent appointments.
• Monthly check-ins with agents to ensure they are happy with the service.
• Utilized Monthly checking with agents as friendly reminders to submit listed names for
• monthly calls, confirm their desired daily, weekly and monthly appointment throttles and
• check preferences for booking appointments such as home, office, phone or virtual appointments
• Provided excellent customer service to clients.
• Collaborated with other teams in the company to produce high quality results.
• Sustained the ability to communicate via phone, and e-mail with agents and team members.
• Communicated & worked efficiency with team members.
• Worked under low supervision.
• Strong multi-tasking skills.
• Great typing skills.

Made each business decision based upon eight core values that included the following:

• Outcomes-Results matter most; merely working hard is insufficient
• Love- caring deeply about coworkers, customers, & community.
• Customers- understanding and delivering on customers definition of success.
• Growth-Success is when employees, customers and the company all grow & thrive.
• Change- rewarding & promoting people who challenge the status quo and achieve excellence.
• Freedom-People are amazing. Except when you try to control them.
• Stewardship-We treat our customers’ business like our own.
• Team-We are working together to accomplish something great.