JESSICA BROWN
US
Summary
Dynamic professional with a proven track record at Results Companies, Blue Cross Blue Shield of Tenn., enhancing Medicare plan enrollments and excelling in customer support. Expert in claims processing and Medicare compliance, coupled with exceptional customer service skills. Achieved top performer status by exceeding expectations, demonstrating a commitment to excellence and continuous skill development in CRM software and claims analysis.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Medicare Sales/Member Service Representative
Results Companies, Blue Cross Blue Shield of Tenn.
10.2018 - Current
- Assist Medicare/Medicaid recipients by providing solutions to their medical, dental, vision, pharmaceutical, and general health care needs.
- Increased Medicare plan enrollments by effectively presenting and explaining plan options to potential clients.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Agent Advocate
Pilot Catastrophe Services
05.2023 - 01.2024
- Primary resource and Liaison between the claims department and the agency staff through information and knowledge of claims issues and coverage concerns to support customers through the claims process.
- Followed up with customers on unresolved issues.
- Improved the accuracy of processed claims through meticulous review and verification of all supporting documents.
Call Center Manager
Alorica/ Verizon Wireless
05.2010 - 06.2017
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Education
High School Diploma -
University of Phoenix
Tempe, AZ05.2026
Skills
- Claims Investigation
- Claims Processing
- Claims analysis
- Medicare Compliance
- Live Chat Software
- CRM Software
- Customer service and Support
- Remote Office Availability
- HIPAA Compliance
- AEP Medicare Enrollments
LICENSE
AL-Property and Casualty
FL- All Lines
KY- Property and Casualty
LA- Property and Casualty
TX- All Lines
MI- Fire and Other Hazards
TN- Accident and Health
GA- Accident and Health
AL- Accident and Health
Certification
Statefarm Estimatics
Statefarm Auto
Statefarm Policy
TWIA/TFPA Commercial Claims Examiner
TWIA/TFPA Claims Examiner
Timeline
Agent Advocate
Pilot Catastrophe Services
05.2023 - 01.2024
Medicare Sales/Member Service Representative
Results Companies, Blue Cross Blue Shield of Tenn.
10.2018 - Current
Call Center Manager
Alorica/ Verizon Wireless
05.2010 - 06.2017
High School Diploma -
University of Phoenix
Statefarm Estimatics
Statefarm Auto
Statefarm Policy
TWIA/TFPA Commercial Claims Examiner
TWIA/TFPA Claims Examiner
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