Janie Hiesberger

• 2014-2018-Customer Service 1, 2, SR and Lead Position for Sunflower Medicaid Plan under Centene.
• 2018-2020-Supervisor over Ambetter/Allwell Team until plan was absolved by the corporate office.
• 2020-Present-CSA IV for Sunflower Medicaid

Duties-

• Onboard new hires
• Uptrain existing hires
• Create training materials and job aids
• Coach agents on quality
• Identify trends in calls
• Answer agents questions in a timely manner
• Coordinate with other departments to resolve complex issues
• Work escalated issues from State entities to resolve
• Work Excel Reports
• Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
• Balanced multiple priorities during peak times while maintaining composure under pressure situations.
• Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.

• Worked for Medicare contract, assisting beneficiaries with general questions regarding Medicare, and Advantage/Drug plans.
• Assist consumers in comparing and enrolling into Medicare drug plans.
• Promoted to Part B claims representative in 2007.
• Assist consumers with questions regarding Part B doctors claims.
• Company bought out by GDIT in 2013. Stayed home from 2008-2013 caring for children until they reached school age.
• Promoted at GDIT 2013 as part of the Advanced resolution team for the Marketplace.
• Work directly with Centers for Medicare and Medicaid services to research and find answers to consumers questions regarding the Affordable Care Act and the Marketplace.
• Assist consumers with enrollment into Marketplace health insurance plans.
• Research and provide callbacks within 48-72 hours for calls that were escalated to the Advanced Resolution Center.
• Provide support to supervisors by taking supervisor escalated calls for co-workers.