Joyce Tolson

To resolve the customer's claim via the web portal.

To communicate with the customer clear and accurate information rearing their claim or account inquires.

Based on the customers history and data to provide them a path for resolution for their claim or inquiry.

To report any system issues to the project leads.

• Maintained high-quality service by adhering to company policies and standards in all member interactions.
• Give the members their current benefits they had with their Medicare Advantage package.
• Took payments for the members premiums or their co-payments for their providers
• Used SPOT their intranet system they used to look up their benefits or different procedures being done.
• Used EPIC their main interface system they used for billing
• Used Microsoft TEAMs for all of the team huddles to discuss the day duties. and also to talk with all team members of Kaiser,

• Helped with porting phone numbers into Ziply Fiber using various different programs that they had us creating local service requests from several carriers.
• Managed and submitted phone number order requests for local rate centers.
• Assisted with processing premium directory listings
• various other projects when needed.

• Received calls from customers that were making payments, or that was in need of take out a payday loan.
• Responded to customers requests for products, services and or company information.
• Recorded account information to open new customer accounts.

• Consulted with customers to resolve both basic and complex technical issues while providing exceptional Customer Service
• Utilized their ACSS program to look up Verizon client accounts and contacted other carriers to port in previous carriers phone number
• Manually built port requests in order to recover phone numbers that had been disconnected for more than 30 days