Manali Saffren
Katy,TX
Overview
7
7
years of professional experience
Work History
Verification Specialist
GoHealth Insurance
06.2024 - 11.2024
- Managed a high volume of inbound calls while maintaining excellent rapport with customers throughout interactions
- Adhered to all HIPPA regulations while verifying personal and demographic information
- Maintained a high level of professionalism when communicating with internal and external parties
- Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times
- Applied problem-solving skills when faced with challenges or discrepancies
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development
- Delivered exceptional customer service within the CRM system and accurately documented each session
Insurance Agent
Aflac
05.2022 - 03.2024
- Responded to a high volume of inbound calls, collected data, and analyzed needs
- Conducted thorough assessments and created claims for life, disability, and absence
- Complied with all of the federal, company, and HIPPA regulations, policies, and procedures
- Promoted client retention by providing high-quality service to internal and external clientele and business partners
- Reviewed and explained Explanation of Benefits (EOB)
- Maintained proper documentation using established formats and software
- Provided accurate knowledge to support inquiries, complaints, and reports
- Offered emotional, mental health, and financial resources
- Utilized SalesForce to navigate through client accounts and information
Intake Specialist
Aflac
01.2022 - 05.2022
- Received incoming calls and verified personal and demographic information
- Gathered relevant medical history and created documents for Case Managers and Medical Underwriters
- Provided clients with an Explanation of Benefits (EOB)
- Documented information accurately and protected patient privacy according to the HIPAA guidelines
- Directed clients to the appropriate departments
Customer Service Representative
Apple
01.2021 - 12.2021
- Managed a high volume of inbound and outbound calls
- Provided technical support and troubleshooted software and hardware issues
- Resolved various concerns regarding customer accounts, billing, and merchandise
- Documented all of the sessions through internal ticketing system
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Complied with all of the confidentiality policies
Shift Manager
Walgreens
11.2018 - 11.2020
- Modeled and delivered a professional and delightful customer experience
- Conducted comprehensive training and mentoring for new employees
- Monitored employee performance, financial activity, and inventory
- Completed product returns, order voids, customer refunds, cash drops to the safe
- Supervised all of the departments while providing constructive feedback
- Assisted with bookkeeping activities, including cash report, cash counts, ledgers, and bill payment
- Opened and closed the store in the absence of store management
Patient Advocate
Cape Coral Hospital
06.2017 - 04.2018
- Interacted with patients in different departments of the hospital
- Assisted patients with benefits and medical applications
- Communicated with the healthcare professionals when necessary
- Followed up with patients requests, concerns, or complaints
- Maintained a clean and sanitary environment
- Navigated patients and their families throughout the hospital
Education
High School Diploma -
Mariner High School
Cape Coral, FL06.2018
Skills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Leadership
- Microsoft word
- Microsoft excel
- Written Communication
- Verbal Communication
- Detail Oriented
- Data Entry
- Interpersonal Skills
- Inventory Control
- Multi-Tasking
- Critical Thinking
- Mentoring
- Active Listening
- Decision Making
- Organizational Skills
- Microsoft Powerpoint
- Salesforce
- Collaborative relationships
- Patient confidentiality
- Data entry proficiency
- Prior authorization processing
- Private insurance
- Insurance benefits verification
- Client interaction
- Inbound and outbound calls
- Team building
- Conflict Resolution
Timeline
Verification Specialist
GoHealth Insurance
06.2024 - 11.2024
Insurance Agent
Aflac
05.2022 - 03.2024
Intake Specialist
Aflac
01.2022 - 05.2022
Customer Service Representative
Apple
01.2021 - 12.2021
Shift Manager
Walgreens
11.2018 - 11.2020
Patient Advocate
Cape Coral Hospital
06.2017 - 04.2018
High School Diploma -
Mariner High School
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