Elizabeth Garland

Answered inbound telephone calls from interested customers to persuasively discuss offerings.

• Provided positive first impressions to welcome existing, new and potential customers.
• Engaged with customers to build rapport and loyalty.
• Answered questions about company offerings with knowledgeable responses about products and services. Identifying needs to match the best services to the clients goals.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
• Opened new accounts and documented personal, demographic and payment information in system.
• Updating daily trackers to monitor trends and progress.
• Using SOPs to provide excellent customer service to existing members, adding additional counseling services as needed based on needs
• Overcame objections using friendly, persuasive strategies.

• Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
• Reviewed Medicare patient escalated cases with 5 days resolution turnaround, verified insurance coverage information. Made contact with insurance carriers to discuss policies and individual patient benefits.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Observed strict procedures to protect sensitive patient information, medical records and payment data.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting, utilizing Microsoft Outlook ( review and sent emails), using Microsoft Word to create business correspondence, update information within forms/templates
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Assessed information gleaned from interviews, educational and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services using complex computer system applications
• Contributed to team success by completing jobs quickly and accurately.
• Entered customer interaction details in sales system to track requests, document problems and record solutions offered.

• Inbound customer support for Medicare Advantage insurance plans.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Followed up on denials, late payments, extensions and other special circumstances.
• Resolved discrepancies in insurance payments by collaborating with carriers.
• Maintained confidentiality of patient finances, records and health statuses.
• Upsold additional products and services after identifying customer needs and requirements.
• Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.

Pursued learning opportunities to advance knowledge and take on leadership position.