Erica Brent

• Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters
• Provide assistance to members and/or providers regarding website registration and navigation
• Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries.

• Deescalate upset customers, provide coaching to associates, Assist associates withdeescalation and resources on their calls with challenging customers
• Created complaintlogs
• Processed disputes and research for missing items
• Technical support for all Appleproducts.

• Managed clients escalated complaints,and clients escalated request, resolving with in compliance and FDA standards.
• Cross-trained and provided backup support for organizational leadership.
• Implemented and developed customer service training processes.
• Prepared and maintained reports, dashboards and monthly packages.
• Provided training on dashboard and package development to team members and management.