LISA BENNETT
Healthfirst Management Services LLC
Summary
Customer Service over 20 years of experience in call centers, offices, government agencies, and School Districts. Committed to providing quick and thorough resolutions for customers by phone and email. Willing to take on any task to support the team and help business succeed. Offers strong organization and problem solving skills.
Work History
Medicare Service Agent
2 Years 2 Months- Resolved member inquiries about benefits, eligibility, claims, and enrollment with accurate service and clear communication.
- Guided members through authorization, billing, and provider questions while ensuring timely follow-up.
- Maintained service quality during high-volume periods by prioritizing urgent cases and managing complex inquiries.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures for optimal performance.
- Reviewed account details to identify discrepancies and coordinate resolutions across internal departments.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
Medicaid Transportation Advocate
2 Years 2 Months- Answered inbound/outbound calls in MTA Queue, managed escalation calls, processed invoice overrides, monitored and corrected trip and NYS form issues, tracked pending review trips, and assisted enrollees, medical providers, transportation vendors with inquiries, scheduling, and changes or cancellations of transportation to medical appointments, verified insurance.
- Developed policies and procedures to enhance program operations.
- Coordinated with social service providers and medical professionals to support clients.
Contact Center Agent
8 Months- Answered an average of 100 calls from patients weekly, resolving complex inquiries and enhancing patient experience Scheduled appointments for all specialties, including primary care, OB/GYN, and dermatology. Liaised with insurance companies to secure prior authorization requests, facilitating timely access to care for patients. Improved customer satisfaction and loyalty by 50% by learning about customer needs and trends
- Managed high-volume inbound patient calls with professionalism and accurate service resolution.
- Scheduled appointments, updated demographics, and maintained accurate contact center records.
- Verified insurance details and collected required information for patient account processing.
Bus Monitor
5 Months- Ensured safety and enforced policies while transporting 25+ students each trip Documented student attendance records accurately to ensure compliance with school policies. for students and kept accurate attendance records according to best practices Responded to medical and behavioral issues while assisting students on the bus
- Supervised student boarding and exiting, maintaining safe, orderly bus procedures.
- Monitored student behavior, redirecting disruptions and reinforcing transportation rules.
- Assisted drivers with seat assignments, route routines, and daily passenger accountability.
Front Desk Receptionist / Babysitter
9 Months- Welcomed clients and visitors into organized reception area, ensuring positive first impressions. Handled 15+ calls weekly, addressing inquiries and delivering exceptional customer service Supervised children in babysitting area, ensuring their safety and engagement in activities. in the babysitting area and communicated information with parents about kids
- Managed member check-ins, guest registrations, and front desk traffic with professionalism and accuracy.
- Answered multi-line calls, resolved inquiries, and directed members to appropriate services promptly.
- Processed membership updates, payments, and account changes using club systems accurately.
Call Center Agent
6 Months- Navigated multiple computer applications to provide efficient support during customer interactions.
- Resolved customer concerns, following internal database prompts and company scripts.
- Delivered precise product, service, and procedural information to enhance customer understanding.
- Delivered accurate organizational information about products, services and procedures.
- Completed high volume of inbound and outbound calls within deadlines.
- Resolved customer concerns by effectively utilizing internal database prompts and company scripts.
- Complied with data security and confidentiality policies to safeguard customer information.
Education
High School Diploma - Business Management
First Aid/CPR Certification
Skills
Knowledge Medicare Systems
Medical experience
Medical knowledge
Case Documentation
Customer service
Problem-solving
Multitasking Skills
Team collaboration
Adaptability
Claims processing
Timeline
Medicare Service Agent
Healthfirst Management Services LLC
08.2024 - CurrentRead More
Medicaid Transportation Advocate
Medical Answering Services
10.2021 - 12.2023Read More
Contact Center Agent
CareMount Health Solutions
06.2019 - 02.2020Read More
Bus Monitor
Ossining Union Free School District
12.2018 - 05.2019Read More
Call Center Agent
Sunrise Solar Solutions
02.2018 - 08.2018Read More
Front Desk Receptionist / Babysitter
NYSC
01.2018 - 10.2018Read More
American Red Cross
First Aid/CPR Certification
Read More
Lincoln High School
High School Diploma from Business Management
Read More