Lanessa Jackson

• Verified participant eligibility and plan coverage using benefits administration systems and carrier portals.
• Interpreted enrollment details to resolve discrepancies and prevent downstream claims issues.
• Reviewed supporting documentation for accuracy before submitting benefit verification requests.
• Communicated with carriers, clients, and members to clarify coverage requirements and plan provisions.
• Mentored team members on benefit plan interpretation, system navigation, and documentation standards.
• Collaborated with healthcare providers to ensure accurate billing and benefit coverage information.

Resolved customer complaints with empathy and professionalism, strengthening customer satisfaction, loyalty, and repeat business.

• Managed high-stress situations effectively while maintaining composure and professionalism during disputes and conflicts.

• Handled escalated customer calls efficiently, identifying solutions that addressed customer concerns while aligning with company policies.

• Resolved discrepancies with client applications to verify eligibility.
• Established databases to track, analyze and automate eligibility application processes.
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

• Maintained a high level of product knowledge, providing accurate information to customers.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.