Jennifer Gettler

• Specialized skilled trained Member Advocate in Pharmacy, Strategic , VIP , JBS, HEB, HCSC, Chats and Message Accounts. Mentor in our Collective grow program, PR Checks For Team, Complex Phone Calls, Active Listener, Claims, Escalations, Provider / Network Searches.
• I use our companies 4 core values with every call I take with our members, provider and clients. By always engaging authentically, leading with Empathy, Who follows my curiosity daring to solve hard problems.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Knowledgeable in all areas of Healthcare.
• Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
• Developed strong relationships with members, fostering trust and loyalty to the organization.
• Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
• Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
• Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.

• Developed strong client relationships through consistent communication and attentive service.
• Negotiated favorable contracts with vendors, securing high-quality products at competitive prices.
• Managed budgets effectively, consistently staying within financial constraints while maximizing resource allocation for optimal results.
• Observed packing operations to verify conformance to specifications.
• Followed all company policies and procedures to deliver quality work.

• Inbound/ Outbound Emails, Clinical Support, Helping customers with their Dental aligner Issues
• Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
• Streamlined support process for quicker resolution times, ensuring timely assistance to members.
• Developed strong relationships with members through empathetic communication and effective problem-solving skills.
• Contributed to the improvement of member retention rate by delivering exceptional support experiences.
• Managed high call volumes while maintaining a professional demeanor and providing accurate information to each caller.
• Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
• Actively participated in team meetings, sharing insights on how to improve customer experience across various touchpoints within the organization.
• Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• WFO, Prior Authorization Submissions, Formulary Checks, Test Claims, Reversals, Lost/ Stolen Overrides, Vacation Overrides, Escalations, Emails.
• Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
• Streamlined communication channels for increased efficiency in handling member inquiries and requests.
• Developed strong relationships with members, fostering trust and loyalty to the organization.
• Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
• Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
• Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.

Patient Assistance Management, Veterans Affairs, Care Navigation,Transportation Management Specialist, Quality Assurance, Escalations, Active Listening, Building Exceptional Rapport With Clients.

• Streamlined call center processes for improved efficiency and reduced wait times.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.