Jamalia Williams

-Delivered HIPAA-compliant phone support for health insurance members with inquiries on benefits, eligibility, and claims processing.
- Resolved high-complexity issues regarding referrals, coverage gaps, and appeals with empathy and accuracy.
- Collaborated with departments such as Utilization Management and Claims to expedite issue resolution and provide a seamless member experience.
- Achieved and maintained high call quality scores and productivity metrics in a fast-paced remote work environment.

-Responded to Medicaid member inquiries regarding application status, plan details, and provider availability across multiple states.
- Managed high call volumes while maintaining compliance and call accuracy standards.
- Documented all conversations and actions in internal systems to ensure continuity of care and issue resolution.
- Exceeded call handling goals consistently while remaining patient-focused.

- Provided in-person customer service support, with a focus on account setup, financing, and post-sale issue resolution.
- Handled sensitive customer financial data and maintained documentation of purchase agreements.
- Developed skills in upselling, account management, and maintaining strong client relationships.