Jaylin Barrera

• Fostered strong, positive relationships with key providers by coordinating, facilitating and leading partnership meetings and identifying on-site enrollment opportunities.
• Initiated physician and hospital orientations to support ongoing education of health care provider community.
• Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.

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• Built professional relationships with service providers.
• Followed up with clients and specialists to inquire about experience and collect reports.
• Partnered with other departments to provide top-notch service to clients.
• Coordinated with medical staff and patients to find cost-effective options for services.
• Organized and maintained patient chart filing system to promote quick data finding for staff.

• Coached employees through day-to-day work and complex problems.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Resolved account issues to build rapport and relationships with clients.
• Created customer support strategy to increase customer retention.

• Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals.
• Coached, mentored, and developed advocates to exceed client requirements on a day to day basis
• Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.

• Received calls from members providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner
• Educated members on benefits, providers, and claims provided by insurance policy
• Document our members' accounts using the correct process needed for future interactions the member might have with customer service.

• Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
• Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
• Conduct customer interaction and ticket reviews, and complete evaluations
• Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices