Diana Scarber

Achieved successful outcomes by supporting sales representatives and account management in prospecting efforts. Resolved complex issues through critical thinking and problem-solving skills. Strengthened relationships with brokers and account executives, enhancing overall satisfaction. Effectively managed high-stress communications with brokers, maintaining professionalism. Streamlined multi-tasking across various responsibilities to improve efficiency. Built and maintained strong internal and external relationships. Demonstrated superior organizational skills to manage workload. Quickly adapted to internal systems, enhancing productivity.

• Responsible for assisting with the development and support of staff by monitoring and auditing job performance; determining developmental needs and providing support focussed on design thinking training.
• Provide feedback and make recommendations that enhance procedural processes.
• Identify business/technical flows of system, processes, and dependencies for effective operational and project outcomes.
• Handle escalated customer service inbound and outbound phone calls.
• Analyzing, resolving, expediting and coordinating the processing of phone inquiries.
• Effectively monitor and track the development of operational team members.
• Supports performance improvement plan and provide feedback.

• Conduct Ethnographic Research with Customers to impact Cost, Quality, Member Engagement and Member Experience in a Co-located Space.
• Collaborate with various clinical disciplines to impact the outcome of Member Experience.
• Recognize opportunity areas for members and clients to improve processes and best practices.
• Critical and creative thinking as well as ability to execute on the details.
• Strong ability and desire to solve problems, multi-task and deliver on commitments.
• Draft road map of ideas for future iterations of a toll including development of prototype for pilot.

• Responsible for being a compassionate and dedicated advocate for the member to demonstrate when assisting members with maximizing their benefits.
• Collaborate with providers, families, and patients to ensure member and treating provider needs are met.
• Assisting members in assessing tools available to help guide and inform decision-making about complex matters related to their health and wellbeing.
• Facilitate the member’s selection and access to in-network healthcare providers in pursuit of that plan.
• Providing guidance and answering questions from members about their benefits and medical claims.
• Responsible for educating members about health and wellness programs.
• HAS Product Demonstration for 17 various clients.

• Inside Sales Presentations and Benefit recommendations for Medicare Beneficiaries during Open Enrollment.
• Conduct eligibility and needs analysis to determine suitable product.
• Effectively and empathetically communicate the costs and benefits of multiple insurance plans.
• Make plan recommendations based on participants individual needs and assist the participant with the decision making process.
• Manage scheduled inbound calls with patience and an emphasis on service.
• Adhere to all State and Federal Regulations.
• Ethics Certification to navigate CMS Regulations.

• Inside Sales Presentations and Benefit recommendations for Medicare Beneficiaries during Open Enrollment and New Business.
• Make plan recommendations based on participants individual needs and assist the participant with the decision making process.
• Manage scheduled inbound calls with patience and an emphasis on service.
• Adhere to all State and Federal Regulations.
• Ethics Certification to navigate CMS Regulations.
• Provide Sales Customer Service for existing members.
• Assist Walk-In Clients with Policy Selection and Application for New Business.

• Outside Sales Presentations and Benefit recommendations for Medicare Beneficiaries during Open Enrollment and Qualified Life Events.
• Conduct eligibility and needs analysis to determine suitable product.
• Effectively and empathetically communicate the costs and benefits of multiple insurance plans.
• Make plan recommendations based on participants individual needs and assist the participant with the decision making process.
• Manage scheduled inbound calls with patience and an emphasis on service.
• Adhere to all State and Federal Regulations.
• Ethics Certification to navigate CMS Regulations.
• Policy delivery.
• Benefit Presentation.