Idrissa Ndiaye
The Bronx,NY
Summary
Detail-oriented professional with extensive experience in member services and healthcare support. Provide clear communication, timely resolution, and consistent compliance for complex inquiries, transactions, and grievances. Collaborate with cross-functional teams to improve service quality and member experience.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Member Service Representative
VillageCareMAX
Manhattan, New York
12.2024 - 09.2026
- Managed high-volume inbound call queue, assisting members and providers with complex benefit eligibility and coverage questions to ensure clarity and satisfaction.
- De-escalated situations with anxious or frustrated members, demonstrating empathy and patience, resulting in top marks in the monthly member satisfaction survey.
- Resolved complaints and grievances through effective communication, fostering trust and satisfaction among members.
- Assisted members with account inquiries, transaction processing, and issue resolution.
- Verified member information while following HIPAA privacy standards.
Member Service Representative
Riverspring Health
The Bronx, New York
01.2018 - 05.2024
- Handled 95+ incoming calls from members and providers in a high-volume setting.
- Assisted members with account questions, transaction processing, and issue resolution.
- Protected member confidentiality following HIPAA and PHI guidelines and regulations.
- Monitored daily data entry activities to ensure compliance with operational procedures.
- Reviewed member medical transportation metrics to enhance safety and comfort for users.
Customer Service Coordinator
Maximus-NY Medicaid Choice
Manhattan, New York
12.2014 - 11.2017
- Managed Medicaid intake, enrollment, transfer, recertification, and cancellation processes, ensuring accurate information collection and empathetic guidance for diverse clients.
- Answered 85+ inbound calls daily, providing courteous support to members and families.
- Delivered customer service that adhered to organizational standards during interactions.
- Resolved member disputes using interpersonal and conflict resolution skills, ensuring quick and effective resolutions.
Education
Bachelor of Arts -
Lycee De Palaiseau
Paris, FranceAssociate of General Studies - General Studies
College Louis Pasteur
Marseille, FranceSkills
- Call center operations
- Medical terminology
- Data entry accuracy
- Microsoft Office proficiency
- Multitasking abilities
- Organizational skills
- Team collaboration
- Conflict resolution
- Flexible scheduling
Languages
English
Professional
French
Professional
Russian
Professional
Timeline
Member Service Representative
VillageCareMAX
12.2024 - 09.2026
Member Service Representative
Riverspring Health
01.2018 - 05.2024
Customer Service Coordinator
Maximus-NY Medicaid Choice
12.2014 - 11.2017
Bachelor of Arts -
Lycee De Palaiseau
Associate of General Studies - General Studies
College Louis Pasteur