Malayshia Rossie
DeLand,FL
Summary
Strong problem-solver dedicated to positively impacting company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist
Central Hudson Remote
01.2024 - Current
- Demonstrated knowledge and understanding of the new accounts systems by opening, maintaining, and closing customer accounts
- Provided high level customer service via telephone to assist customers with account inquiries and/or concerns
- Built trust with current and potential customers to understand their product/service needs, and provided solutions that will benefit them
- Educated customers on how to Identity Fraud
- Performed other duties as assigned by the leadership team.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Disability Specialist
Broadspire Remote
03.2022 - 12.2023
- Received claim assignment, confirmed eligibility and directed acknowledgement of claims
- Approved and determined benefits due to a disability plan
- Informed claimants of documentation required to process claims and time frames
- Determined if claimant meets the eligibility requirements for Disability, FMLA, or ADA
- Interpreted and made decisions on claims based on eligibility requirements
- After initial review of a claim, decided if the claim needed additional medical, employment or educational documentation to confirm the presence or extent of a disability
- Determined if claimants meet the eligibility requirements after investigating and evaluating the information provided
- Medically managed claims ensuring compliance with guidelines, procedures and plan provisions.
Member Advocate
Convey Health Solutions Remote
11.2020 - 01.2022
- Assisted members with day-to-day benefits and healthcare-related questions and/or issues
- Answered phones and responded to incoming inquiries timely and compassionately
- Conducted member contacts related to benefit support, referral follow-up, and resource inquiries
- Assessed callers' needs and triaged to the appropriate internal team members per documented guidelines
- Processed incoming calls, voicemails, and chats from members and providers resolving their benefits-related questions and issues in accordance with guidelines and policies
- Completed outbound calls to members and providers scheduling a variety of medical services in accordance with member and provider availability.
Education
Bachelor of Business Administration -
Florida Technical College
Florida06.2024
Skills
- Multi-tasking
- Critical thinking
- Communication
- Customer service
- Time management
- Teamwork
Timeline
Customer Service Specialist
Central Hudson Remote
01.2024 - Current
Disability Specialist
Broadspire Remote
03.2022 - 12.2023
Member Advocate
Convey Health Solutions Remote
11.2020 - 01.2022
Bachelor of Business Administration -
Florida Technical College
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