Maria Hanna

• Answered incoming calls from prospective members, effectively identifying their needs and recommending suitable plans to convert calls into qualified leads or sales.
• Assessed clients' needs by actively listening and asking targeted questions, maximizing sales opportunities while enhancing customer retention rates.
• Assisted prospects with completing enrollment applications over the phone, ensuring accuracy and a smooth customer experience.

Answer daily phone calls to pay premiums or resolve any premium billing issues efficiently

• Delivered high level of service and support to each customer calling to pay their premium bill, and understand their billing Informed customers about billing procedures, processed payments, and provided payment options setup assistance
• Uphold privacy and security requirements established by market regulatory agencies
• Meeting adherence goals daily

• Consulted with customers regarding commercial HM, Self-Funded, IU65, and Medicare Advantage lines of health insurance benefits
• Shared detailed information regarding their health insurance benefits and contractual guidelines for medical services
• Responsible for providing quality customer service to members by answering complex benefit questions, resolving issues, and educating members about their medical benefits
• Intake of grievances and appeals as necessary ensuring the proper resolution to members
• Ability to work independently and under pressure while handling multiple tasks simultaneously