Farah Gelin
Brooklyn,NY
Summary
Highly Motivated Marketing Sales and Retention Consultant with over 10 years experience in the Healthcare Industry. Proven success exceeding goals. Retaining members and an exceptional reputation for member satisfaction.
Overview
15
15
years of professional experience
Work History
Senior Retention and Marketing Sales Consultant
US Family Health Plan
02.2012 - 08.2023
- Partnered with operations management to define performance goals, objectives and corresponding KPI's then lead implementation efforts
- Responsible for ensuring operational compliance and quality to drive retention and reduce grievances while focusing on continuous improvement in all areas
- Educated TRICARE Prime members and providers regarding the procedures of the plan
- Performed direct sales to TRICARE eligible beneficiaries to grow and exceed membership goals
- Completed enrollments over the phone, email and walk in and served as subject matter expert on all aspects of TRICARE benefits and policies
- Managed several projects to improve sales campaign effectiveness and outreach to beneficiaries
- Building great relationships with members and others within the organization to help promote and exceed the goals of the organization
- Conducted New Member Webinars via zoom to educate new members of their TRICARE Prime benefits and held Q&A sessions twice a month
- Answered inbound Marketing calls with exceptional customer service that lead to members enrollment
- Handled administrative duties such as processing enrollments via mail, managing Marketing materials and inventory
- Assisted field reps with enrollment applications and PCP selections for new members
- Respond effectively and appropriately to issues and complaints via verbal or written response based upon knowledge and/or interpretation of plan operations, policies, procedures, benefits, independent research or in collaboration with internal or external resources
- Obtained Level 2 Security Clearance from DOD
- Documented information in CRM (Salesforce) to be used to improve Marketing and Sales strategy and improve member satisfaction
Member. and Provider Services Specialist
Healthplus New York
01.2009 - 01.2012
- Interpreted contracts and service level agreements to ensure consistent and compliant program delivery
- Aggressively researched and investigated system issues, workflows and other aspects of program delivery to innovative solutions, workarounds and best practices for member pain points until resolutions were achieved
- Ensure excellent customer service for both members and providers
- Answered large volume of calls
- Effectively communicated using customer friendly and appropriate language to explain members bills, benefits and claim inquiries
- Exceeded quality control/satisfaction records for thousands of calls
- Provided backup to the onsite manager responsible for a staff of 28
- Promptly handled an average of 85 members inquiries per day with a 96% satisfaction rate
- Documented member interaction on a CRM to improve member satisfaction and first call resolution
- Developed and implemented member service policies and procedures to streamline processes
- Implemented customer service training programs to ensure customer service representatives are knowledgeable and up-to-date on Medicaid benefits and services
Education
A.A.S - Business Administration
City College of New York
Skills
- Ability to work on a team
- Time Management
- Leadership Skills
- Project Management
- Organized and Resourceful
- Detail Oriented
- Goals Driven
- Client Meetings
- Analyzing Data
- Promotions and Marketing Strategies
- KPI Monitoring
- Inbound and Outbound Marketing
- Customer Preferences
- Marketing and Distribution
- Data Collection Processes
- Sales Reporting
- Salesforce Development
- Lead Generation Campaigns
- Interpersonal Communication Skills
- Telesales Background
Accomplishments
- Achieved over 100 enrollments annually by implementing different marketing and outreach initiatives.
Languages
French
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Senior Retention and Marketing Sales Consultant
US Family Health Plan
02.2012 - 08.2023
Member. and Provider Services Specialist
Healthplus New York
01.2009 - 01.2012
A.A.S - Business Administration
City College of New York
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