Louise Constant
Brooklyn
Summary
Results-driven Escalation Specialist with expertise in escalation resolution, customer follow-up, and trend analysis. Proven ability to enhance internal communication and ensure timely case management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Escalation Specialist Response
Fidelis Care New York
Long Island City
08.2025 - Current
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Assisted in training new escalation specialists on procedures and processes.
- Worked closely with other teams to identify trends in escalated cases.
- Resolved member inquiries through effective communication and problem-solving techniques.
Medicare Enrollment Specialist
Fidelis Care New York
Long Island City
07.2015 - 08.2025
- Educated beneficiaries on plan options and benefits available through Fidelis Care.
- Assisted members with Medicare enrollment processes and documentation requirements.
- Processed applications and maintained accurate records in the enrollment system.
- Addressed member inquiries regarding claims, coverage, and enrollment status promptly.
- Conducted outreach to potential members to promote Medicare services offered by Fidelis Care.
- Trained new staff on enrollment procedures and best practices for member assistance.
- Worked closely with providers, vendors, carriers, brokers. to ensure timely processing of enrollments.
- Maintained current knowledge of all applicable laws governing the Medicare program.
- Processed enrollments, changes, cancellations, and terminations according to established guidelines.
- Assisted with special projects such as developing marketing materials for new products or services offered through the Medicare program.
- Developed and implemented procedures for ensuring accuracy in Medicare enrollment applications.
- Created and maintained a database to track enrollment status of applicants.
Education
Associate of Science - Medical Assistant
ASA College
Brooklyn, NY05-2005
Skills
- Escalation resolution
- Customer follow-up
- Case management
- Internal communication
- Trend analysis
- Medicare compliance
- Problem solving
- Goal setting and achievement
- Decision-making
- Customer service orientation
- Teamwork and collaboration
- Multitasking
Certification
- Medicare License accident and health
Timeline
Escalation Specialist Response
Fidelis Care New York
08.2025 - Current
Medicare Enrollment Specialist
Fidelis Care New York
07.2015 - 08.2025
Associate of Science - Medical Assistant
ASA College