Erin Thompson

* Handle inbound calls from Medicare Advantage members regarding plan benefits and coverage details.

* Assist members with questions related to claims, including statuses, denials, payment breakdowns, and explanation of benefits (EOBs).

* Contact providers directly to gather clarification or resolve inquiries related to claims and billing.

* Explain member cost responsibilities, including deductibles, co-pays, coinsurance, and out-of-pocket maximums.

* Educate members on the use of their health plan, including prior authorization, referrals, and in-network provider usage.

* Document all interactions and outcomes accurately in internal systems while maintaining HIPAA compliance.

* De-escalate complex or emotional situations while maintaining a calm, respectful, and professional demeanor.

• Operated POS for cash, check and credit card transactions with 99% accuracy levels
• Assisted customers with all courtesy booth transactions which included, vehicle registration tags, bill payments, processing money orders, and cashing of payroll and personal checks
• Worked flexible schedule and extra shifts to meet business needs
• Managed self-checkout stations used by customers as well as answering questions about merchandise locations
• Restocked and organized merchandise placed near the front lines of the store

• Helped with a large volume of incoming calls from customers and kept a positive attitude, focusing on customer satisfaction
• Educated and assisted members with inquiries about their benefit coverage
• Researched and reconciled data to process reimbursement claims

• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
• Prepared sales floor merchandise for buy folding and tagging items with their price
• Processed customer returns and ensured a timely check out after selections were chosen