Jacob Damlo
Kansas City,MO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
PILOT M&R Navigator
United Healthcare
Jacksonville, MO
11.2011 - Current
- Test new systems and process.
- Responsible for providing service navigation for our members eligible for Dual Special Needs Plans (DSNP).
- Support assigned members in navigating the healthcare system and closing gaps in care.
- Anticipate and help eliminate member hassles, facilitate next best actions, assist with resolution of cost and financial barriers as well as help ensure access to care / providers.
- Address Social Determinants of Health – researching and connecting members to community resources to address food insecurities, housing needs, social support, etc.
C&S DSNP Navigator NY
United Healthcare
Kansas City, MO
12.2021 - 11.2022
- Seamlessly transitioned from M&R to C&S.
- Changed my communication style to meet the expectations of a fast paced environment.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Service Led M&R Navigator for Cardiac Events
United Healthcare
Kansas City, MO
06.2021 - 11.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Serviced plans nation wide that had a recent cardiac claim.
- Refined my ability to use Maestro, Knowledge Central and many other plan specific & broad use systems.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Arts - Science
University of Minnesota - Duluth
Duluth, MN05.2020
Skills
- Microsoft Applications
- Public Speaking
- Training & Development
- Organization and Time management
- Detailed Oriented
- Team Building
- Flexible & Adaptable
- Conflict Resolution
- Written Communication
Accomplishments
- Delivery Assistant 9/2022-1/2023
- Wellbeing Champion
Assisted in the teaching and delivery of new hire classes.
Helped launch the new wellbeing website.
Coordinated wellbeing challenges for our larger team.
Timeline
C&S DSNP Navigator NY
United Healthcare
12.2021 - 11.2022
Service Led M&R Navigator for Cardiac Events
United Healthcare
06.2021 - 11.2021
PILOT M&R Navigator
United Healthcare
11.2011 - Current
Bachelor of Arts - Science
University of Minnesota - Duluth