Jessica Kernels

• Subject matter expert for State Health Benefit Plan of Georgia
• Responsible for providing technical direction, guidance and resources to claims, customer service, or membership associates on a day-to-day basis.
• Serves as a first line resource for operation associates for workflow and technical related processes
• Provides operational training

o Oversaw hiring of two new hire classes to include training room expertise and transition to floor

• Assists associates by answering day-to-day technical questions
• Encourages a teamwork environment
• Monitors inventory to ensure workflow remains uninterrupted
• Handles complex case research and resolution
• Reviews, interprets and maintains records of service level, quality, accuracy, and productivity

• Interacts with members verbally and in written form to ensure appropriate engagement is achieved
• Answer inbound calls and chats for SHBP members and providers

o Solve both routine and non-routine problems

o Educate on benefits, claims processing, and additional services available

• Respond to written correspondence and appeal requests
• Code Medallia surveys

o Listen to related calls and determine if Elevance Health can resolve the issue and what the next steps are

o Compile results into reports for management

• Correspondence work to include coordination of benefits and provider messaging

• Answer inbound calls from SHBP members and providers and explain benefits and claims processing

• Research and follow up on complex issues

• Helped manage my team’s shared mailbox by responding to questions via email and routing requests to the appropriate area

• Mentor new hires and team mates

• Submit epacts and escalations, as needed, for my team

• Served as CARING Captain

• Selected to attend Open Enrollment benefit fairs for SHBP

• Assisted with team inventory and pulling reports

• Received recognition on multiple occasions from members, providers, and management for excellent customer service

• Responsibilities included ensuring patient safety while providing the exercise-instruction needed for their rehabilitation. All duties were performed under the supervision of a licensed physical therapist