Kyndra Thompson

Resolve member inquires by email, chat, and mail.

Provide empathetic support to members while navigating diverse and complex inquires; including resolving membership questions, billing and claim questions, updating demographics, answering benefit questions, resolving complaints, etc.

Meticulously manage member data updates and inquiries, ensuring accuracy in demographic information and claim processing for improved service delivery.

Drive customer satisfaction through efficient query resolution and proactive issue management, consistently meeting and exceeding service quality goals.

Collaborate with appropriate departments to resolve member issues.

Assist with other lines of business as needed (e.g. Member Services, Provider Assistance, Claims, Billing, Membership etc).

Resolved provider inquires by phone; including verifying member eligibility and benefits, verifying/correcting claims, assisting with submitting authorization requests, etc.

Collaborated with appropriate departments to resolve issues.

Assisted with other lines of business as needed (e.g. Member Services, Claims, etc.)

Resolved member inquiries by phone through performing activities such as resolving member questions, verifying insurance benefits, resolving/clarifying billing and claims questions, updating demographics, etc.

Assured positive member experience and resolved member complaints by addressing member concerns, demonstrating empathy, and resolved problems on the spot.

Collaborated with appropriate departments to resolve member issues.

Trained in HMO, PPO, Self-Funded, Health Benefit Exchange (HBE), and Medicare Advantage.

Resolved patient issues via fax and phone by performing activities such as adding, correcting or verifying insurance, processing payments, correcting billing issues, etc.

Referred unresolved patient grievances to designated departments for further investigation.

Investigated accounts to prevent from being assigned to collections.

Posted collection payments.

Journaled payments.

Processed refunds when necessary.

Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information.

Guaranteed positive customer experiences and resolved customer complaints by address customer concerns, demonstrating empathy, and resolving problems on the spot.

Directed calls to appropriate individuals and departments.

Cross-trained and provided backup for other customer service representatives as needed.