Summary
Overview
Work History
Education
Skills
Additional Information
Gardening; Spending time with family
Timeline

Jeannie Haehl

Glendale,AZ

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, ad providing customized solutions to build loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Sutter Health
04.2022 - Current
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

SR SERVICE ADVOCATE

Aetna
03.2019 - 01.2022
  • I research cpt codes for certain radiology and obtain estimates for them
  • I make outbound calls to members to educate them on the costs and and also educate them on their extra benefits, which may include nurse care management, diabetes care, mail order, and so on
  • I also researched members medications and called them if they missed picking up a dose or were late picking it up
  • I helped them if they needed help to set up mail order or if they could not afford their medication
  • When Members would go to the ER, I would call and make sure they were doing better and also educate them on their options of care when they could not see their PCP, when appropriate
  • I would offer a nurse if they had any question from their visit
  • Often times, members would have lower back pain and would see a surgeon for possible surgery
  • I follow up and see how their appointment went
  • More often then not, I found they have not had surgery yet, so I let them know where they can find resources they may find helpful, as well as offer speaking to a nurse.
  • Coordinated with clinical professionals to evaluate concerns and resolve problems.

customer service

Meritain
08.2016 - 03.2019
  • I answered calls/questions from, reps about claims, plans, subrogations and everything
  • I took escalated calls from Members and Providers that could not be resolved by the first rep
  • I answered and forwarded emails and faxes that came in as needed
  • Research was needed on some of the correspondence, as well as follow up
  • I activated referrals to the correct departments and sent corrections as needed.

CUSTOMER SERVICE REP/SMECUSTOMER SERVICE REP

SME, Meritain
06.2013 - 08.2016
  • SMECUSTOMER SERVICE REP/SMECUSTOMER SERVICE REP, I answered calls from members about benefits, claims, subrogation and dental
  • I updated COB, as well as helped with COBRA, and sent out ID cards
  • I answered calls from medical and dental providers and gave benefits and gave claim status
  • I sent out EOBs, and also gave out payment information
  • SME duties included helping my peers with questions as needed
  • EXPERIENCEEXPERIENCEEXPERIENCEEXPERIENCE

Education

School Diploma -

WASHINGTON HIGH SCHOOL, Phoenix, AZ
04.1986

EDUCATIONEDUCATIONEDUCATIONEDUCATION I am skilled in Microsoft and Word and office, as well as DG/Rumba.

Skills

  • Customer Focus Individual
  • Fast Learner
  • Insurance and Office based experienced
  • Many skills to bring to the table

Additional Information

  • ADDITIONAL SKILLSADDITIONAL SKILLSADDITIONAL SKILLSADDITIONAL SKILLS , SR SERVICE ADVOCATESR SERVICE ADVOCATESR SERVICE ADVOCATESR SERVICE ADVOCATE
  • requestReferences available upon requestReferences available upon requestReferences available upon request

Gardening; Spending time with family


I have one grandson and one on the way. My grandson makes my heart smiles.

I love to plant flowers and vegetables. 

Timeline

Customer Service Representative - Sutter Health
04.2022 - Current
SR SERVICE ADVOCATE - Aetna
03.2019 - 01.2022
customer service - Meritain
08.2016 - 03.2019
CUSTOMER SERVICE REP/SMECUSTOMER SERVICE REP - SME, Meritain
06.2013 - 08.2016
WASHINGTON HIGH SCHOOL - School Diploma,

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Jeannie Haehl