Lashanna Green

• Handle a high volume of calls in a professional and courteous manner.
• Assist members with questions regarding health plan benefits, eligibility, claims, and authorizations.
• Resolve member and provider issues efficiently while maintaining a strong customer focus.
• Document all calls and interactions accurately in the system per compliance standards.
• Educate members on Molina programs, preventative care, and services available.
• Collaborate with other departments to resolve escalated issues.
• Follow call scripts and procedures to meet quality and regulatory standards.
• Meet performance targets for call handling time, quality, and customer satisfaction.
• Improved customer service experience for members, providing clear explanations of eligibility requirements and addressing concerns promptly.

• Utilize telephone, online chat, and email platforms to deliver outstanding customer service.
• Trained staff on operating procedures and company services.
• Serve as the first point of contact for frontline representatives needing assistance with member/provider issues.
• Monitor and evaluate call quality, accuracy, and compliance of team members.
• Coach and mentor customer service representatives to meet or exceed performance metrics.
• Handle escalated or complex customer interactions and resolve them professionally and efficiently.
• Assist supervisors in onboarding new team members and providing continuous training.
• Analyze trends in call types, member complaints, and operational issues; recommend solutions.
• Provide feedback to supervisors regarding team performance, morale, and development needs.
• Help ensure adherence to state/federal regulatory requirements (Medicaid).
• Support projects related to member outreach, satisfaction, and quality improvement.
• Cross-trained and backed up other team Leads.
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• Pulled orders quickly to maintain demanding productivity goals.
• Printed labels, packaged boxes, and loaded into outbound containers.
• Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
• Scanned packages and boxes and moved to loading dock for shipment.
• Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment.

• Led daily team meetings to review performance, set targets and motivate staff.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Conferred with customers about concerns with products or services to resolve problems and expediting corrections or adjustments.

• Collaborated with supervisors and team leads to correct mistakes, track scheduled adherence and handle customer complaints.

• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Assisted supervisors by providing monthly evaluations and performance reports to provide information on areas for improvement.

• Verified and submitted timekeeping information for accurate and efficient payroll processing.

• Interviewed potential employees.