Jennifer Moore
Independence,MO
Summary
Dynamic leader with extensive experience in operations management and customer relations, honed at Blue Cross and Blue Shield of Kansas City. Expert in Medicaid & Medicare Advantage, demonstrating superior staff supervision and performance monitoring. Achieved significant process improvements and team productivity enhancements, showcasing a blend of strategic vision and interpersonal skills.
Overview
29
29
years of professional experience
Work History
Government Programs Operations Supervisor
Blue Cross and Blue Shield of Kansas City
09.2020 - 01.2025
- Played an integral role in transitioning the Medicare Advantage line of business from Lumeris back into Blue Cross and Blue Shield of Kansas City, effectively supporting the Government Programs Customer Service Department.
- Oversaw team performance while simultaneously driving various projects.
- Managed and nurtured vendor company relationships to ensure optimal contractor hiring process.
- Collaborated closely with Learning and Development department to ensure training accuracy and relevancy, while also providing pre- and post-class support.
- Oversaw the training process for Training Coordinators, Liaisons, and the Learning and Development team to elevate the competence and satisfaction of new hires during call handling.
- Conducted quality reviews to ensure accuracy and completeness, resulting in a reduction in errors.
- Successfully led a team of 20 associates, providing performance monitoring and mentoring to improve team productivity.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Customer Advocate I, II and Senior Advocate
Blue Cross and Blue Shield of Kansas City
05.2019 - 09.2020
- Actively sought out ways to improve current processes related to customer experience.
- Provided customer support through phone, email and chat channels.
- Identified trends in customer service inquiries and reported them to the management team.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Reached out to providers to help develop comprehensive solutions.
- Mentored junior team members and managed employee relationships.
- Performed follow-up procedures after customer service interaction was completed.
- Maintained records of customer interactions and transactions.
- Managed incoming calls from customers in a professional manner.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Responded promptly to customer inquiries in person, by telephone or electronically.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Reviewed and explained and adjusted complex medical and dental claims.
- Researched customer inquiries to ensure accurate resolution of their issues.
Account Representative - Customer Sales & Service
AT&T
03.1996 - 01.2019
- Resolved customer complaints in a timely manner.
- Implemented process improvements resulting in increased efficiency.
- Provided excellent customer service to ensure client satisfaction.
- Processed orders promptly according to established procedures.
- Responded quickly to customer inquiries via phone or email.
- Set up and updated customer accounts with interactions, payments and personal information.
- Educated clients on industry trends and how products and services can address their specific challenges.
- Listened to customer needs to identify and recommend best products and services.
Education
High School Diploma -
Winnetonka High School
Kansas City, MOSkills
- Staff Supervision
- Quality Assurance
- Performance Monitoring
- Operations Management
- Delegation
- Employee Development
- Medicaid & Medicare Advantage Knowledge
- CMS Kowledge
- Scheduling Coordination
- Team Training
- Claim Adjudication Knowledge
- Task Delegation
- Customer Relations
- Health Insurance Policy Knowledge
- Medicare Advantage
- Prescription Drug Plans Knowledge
Timeline
Government Programs Operations Supervisor
Blue Cross and Blue Shield of Kansas City
09.2020 - 01.2025
Customer Advocate I, II and Senior Advocate
Blue Cross and Blue Shield of Kansas City
05.2019 - 09.2020
Account Representative - Customer Sales & Service
AT&T
03.1996 - 01.2019
High School Diploma -
Winnetonka High School
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