Katherine Dodd
Anchorage,AK
Summary
Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining patient confidentiality. Follow all HIPAA laws. Knowledge in all Medicaid applications and HPE Certified.
Overview
8
8
years of professional experience
Work History
Call Center Representative
HMS GAINWELL TECHNOLOGIES
05.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity. Manage 20-30 calls daily.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Medicaid Benefit Advisor
Parallon Workforce Solutions
04.2022 - Current
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked patient's benefits enrollment for accuracy and inputted all data into PME.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Enhanced client satisfaction by providing comprehensive benefits guidance and tailored solutions to individual needs.
- Streamlined benefits enrollment processes for increased efficiency and improved client experiences.
- Conducted thorough needs assessments for accurate benefits recommendations, resulting in optimal plan selections.
- Managed extensive caseloads with precision, ensuring timely follow-up and resolution of all client inquiries and concerns.
- Served as knowledgeable resource for colleagues, sharing industry insights and best practices for enhanced team performance.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Checked clients benefits enrollment for accuracy and inputted all data into computer program for company.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
Care Management Associate, Fair Hearings Specialist
Conduent LLC
04.2016 - 04.2022
- Service SME, Assisted Alaska Medicaid members and D of Public
- Assistance with eligibility issues, pharmacy claims questions, travel and transportation issues
- Generated Medicaid Eligibility Medicaid Coupons, monthly
- Care Management Program Associate
- Customer service for members and providers
- Worked with Alaska Medicaid Members, Provides, and Division of
- Public Assistance
- Call Center Agent New Hire Trainer
- Created spreadsheets and reports
- Wrote Policy and Procedures for Care Management Program for
- Company
- Fair Hearings Associate
- Created notice and Referrals, Position Statements and Exhibits for Fair
- Hearing's Department and Office
- Administrative Hearings
- Distributed to all parties for hearings,
- By DSM Email and USPS
- Created weekly and reports for Fair Hearings.
Education
High School Diploma -
Olympic High School
Concord, CANo Degree - HPE Certified
State of Alaska DPA
Anchorage, AK04.2022
Skills
- Compensation and Benefits
- Legal Requirements
- New Employee Orientation
- Eligibility Determinations
- Government Rules and Regulations
- Patient Interviews
- Insurance Terminology
- Documentation
- Data Communications
- Patient Data Management Systems
- Call Control
Additional Information
May 1sy to current
HMS Gainwell Technologies
Call Center Agent answering calls as they come into the call center from Medicaid members and Providers. Try to assist with all questions and find answers for all callers. Add detailed notes in MMIS. Also send any emails as needed for assistance on calls. Gave out contact information to members, so they can get into contact with the correct department for current information.
Timeline
Call Center Representative
HMS GAINWELL TECHNOLOGIES
05.2023 - Current
Medicaid Benefit Advisor
Parallon Workforce Solutions
04.2022 - Current
Care Management Associate, Fair Hearings Specialist
Conduent LLC
04.2016 - 04.2022
High School Diploma -
Olympic High School
No Degree - HPE Certified
State of Alaska DPA
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