Kelly Thompson

Delivered exceptional customer service by leveraging extensive knowledge of Medi-Cal products and services and creating welcoming, positive experiences.

• Demonstrated empathy when addressing customer concerns, while maintaining friendly, professional customer interactions and resolving problems effectively.
  
• Provided guidance and education regarding health plan coverage, authorizations, referrals and claims.
  
• Assisted members with using helpful decision-making tools on IEHP website regarding complex matters related to their wellbeing.
• Managed over 50+ calls per day.
  
• Responded to customer requests, via email and phone, offering excellent support and tailored recommendations to address needs.
  
• Collaborate with inter-departments staff members to enhance customer service experience, ensuring member needs are addressed appropriately with regards to Behavioral Health, Pharmacy and Interpreter services.
  
• Exceeded guidelines for call handle time, service levels, and productivity on daily basis.
  
• Exhibited high energy and professionalism when dealing with members and staff.
  
• Exceeded team goals verified through client satisfaction survey results.
  
• Continuously sought ways to improve processes and services provided

Frequently worked in fast-paced, physical team environment.

• Ensured accuracy, quality and quantity of materials received and listed in computer system.
• Picked, packed, and loaded orders onto conveyor belts for shipment.
• Using RF scanner guns, sort items into containers and place them on conveyors with high level of accuracy.
• Operated pallet jacks and material moving equipment to transport items from various locations throughout warehouse.
• Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
• Consistently lifted materials weighing as much as 50 pounds
• Worked safely around moving machinery

Provided full-time care to aging parents.

• Maintained clean, safe, and well-organized environment.
• Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
• Administered medications following prescribed instructions to alleviate symptoms and discomfort, monitored reactions.
• Maintained entire family's schedule and organized events.
• Handled incoming mail, bills and completed appropriate actions.
• Provided safe mobility support to help move around personal and public spaces.
• In order to maintain professional and computer skills, took online computer courses on regular basis.

• Responded to customer inquiries via phone, email and web-based platforms regarding products and services.
• Managed over 60 customer calls per day.
• Communicated with customers to assess and address individual needs, and expectations of companies products and services.
• Provided customers with detailed information on company products and services from perspective of customers' particular requirements.
• Prior to transferring customers to appropriate departments, updated and documented essential data to prevent redundancies and delays.
• Build strong knowledge of products DBA's, LLC's, Corporations and S Corporations services to better serve customers in selecting products to meet their individual business needs.
• Documented all customer interactions via system database.
• Followed up with customers on unresolved issues and concerns.
• Utilized customer feedback to identify sales opportunities and optimize customer satisfaction.

Worked productively in fast-moving work environment to take high volumes of calls and process claims.

• Managed over 50+ customer calls per day.
• Interview policyholders, claimants and attorneys to create accurate loss reports for automotive, property and bodily injury.
• Obtain facts to evaluate coverage, liability, mechanics, and causation/damages.
• Assessed and evaluated claims to determine company's liability and to establish appropriate reserves.
• Handle low to moderately complex cases.
• Generated, posted and attached information to claim files.
• Created 'Promise of Payment' and Liability' letters for policyholders, claimants and vendors.
• Issued payments and reimbursements.
• Supported Subrogation department with various processes including DMV research, and data input.
• Maintained strong knowledge of medical terminology to better understand services and procedures.

• Responded to all client inquiries, asked appropriate questions to facilitate resolution by professionally responding to incoming calls, web inquiries, emails and faxes.
• Managed over 45 customer calls per day.
• Support various levels of Payroll and HR clients by providing prompt and thorough responses to service inquiries.
• Maintain accurate records of client contact through documentation in Access/Clarify system.
• Confirm receipt of payroll transmission.
• Resolve payroll input errors by researching and analyzing with test transmissions.
• Provide online support with instructional navigation.
• Produce critical and accurate statutory information for time sensitive tax filings.
• Maintained up-to-date knowledge of product and service changes.