Lily A. Shockley
Fontana,CA
Summary
Personable and dedicated Senior Member Services Representative with 3 years of experience with supporting the department with professional needs. Successfully manage high-volume workloads in rapidly changing environment. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with co-workers. Motivated to maintain customer satisfaction and contribute to company success.
Overview
8
8
years of professional experience
Work History
Senior Member Services Representative
Inland Empire Health Plan
Rancho Cucamonga
01.2021 - Current
- Offers support to MSRs with process questions through the chat and escalation queue.
- Lead Huddles and maintain IEHP team culture.
- Navigate and assist with corrections on Grievance reports
- Assist MSRs with questions regarding coachings and assist with corrections.
- Assist escalated MBRs with explaining IEHP process and go above and beyond to try an assist the best i can with resolving their concern.
Member Services Representative
Inland Empire Health Plan
coachingscoaching'sRancho Cucamonga
10.2020 - 01.2021
- Spoke with Medi-Cal/IEHP members about their insurance benefits, questions and concerns. Quickly grasping issues and applying soft skills and company procedure to resolve concerns.
- Provided member assistance with resolving account issues and navigated internal systems.
- Assisted members with making coutesy outbound calls to Providers to help resolve referral concerns.
Service Advisor
Fontana Nissan
Fontana
10.2015 - 10.2020
- Consulted with customers to understand their desires and decide the best products to meet their needs.
Education
High School Diploma -
Hueneme High School
Oxnard06-2005
Skills
- Customer Service Expertise
- Proven Leader
- Strong written and verbal communication skills
- Superior Organizational skills
- Documentation control
Timeline
Senior Member Services Representative
Inland Empire Health Plan
01.2021 - Current
Member Services Representative
Inland Empire Health Plan
10.2020 - 01.2021
Service Advisor
Fontana Nissan
10.2015 - 10.2020
High School Diploma -
Hueneme High School