Len-Cola Barner
Indianapolis,IN
Summary
Lead Customer Service Representative, with over 6 years of experience with Medicaid insurance. Possess ability to multitask in a fast-paced call center environment with minimum supervision and effectively facilitate escalated customer issues through strong communication and organizational and interpersonal skills.
Overview
16
16
years of professional experience
Work History
Lead Customer Service Representative
Centene
04.2007 - Current
- Resolve customers inquires by phone, email, and web support in a timely and appropriate manner
- Analyze and escalate complaints, customer issues, claims issues, eligibility, prior authorizations to health plan or designated departments.
- Educate customers on products and services offered by the health plan.
- Process billing payments and resolve disputes.
- Troubleshoot members and providers accounts due to inactivity or lockouts.
- Assist with refresher training, new hire training, live listening and side by side mentoring.
- Assisting the customer supervisor in managing a team of customer service representatives.
- Cross-trained for provider service, member service and web support.
- Work on special projects: Just Cause Grievance, Process disenrollment’s, Pre-birth selections, PCP Changes, Incoming mail, Processing guardianship documents and ICCD mailbox.
Customer Service Representative II
Centene
07.2015 - 04.2017
- Responsible for incoming calls for member service, provider service, behavioral health and web support.
- Research and identify processing errors, payment details and claim adjustments,
- Check claims status and members eligibility for providers
- Educate members and providers on covered benefits and authorizations.
- Documents call injuries in a timely and accurate matter
- Troubleshoot members and providers accounts due to inactivity or lockouts.
- Assist with side by side mentoring and live listening
- Helped out on escalation line when needed
Customer Service Representative I
Centene
02.2015 - 07.2015
- Respond to incoming calls in timely and accurate matter.
- Educating members on covered benefits.
- Process billing payment
- Update member information
- Submit for ID Cards, Rewards cards, etc
Education
High School Diploma -
Key Learning Community
Indianapolis, IN06.2006
Skills
- Problem Solving
- Leadership
- Time management
- Teamwork
- Customer service expertise
- training and development
Timeline
Customer Service Representative II
Centene
07.2015 - 04.2017
Customer Service Representative I
Centene
02.2015 - 07.2015
Lead Customer Service Representative
Centene
04.2007 - Current
High School Diploma -
Key Learning Community
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