Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mark Hanes

St Louis,MO

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

9
9
years of professional experience

Work History

Plan Advisor

UMR
07.2021 - Current
  • Build an maintain strong relationships to provide premium customer service, removing burdens and providing end-to-end resolution for members
  • Answer up to 30-60 incoming calls, emails, chats, and workflows per day from members of health / dental plans
  • Identify the areas of assistance and offer resolution for benefits, eligibility, claims, correspondence, and self-service options
  • Research complex issues across multiple databases and work with support resources to resolve member issues and collaborate with others to resolve escalated issues
  • Navigate through multiple platforms and databases to retrieve information regarding medical plans, dental plans, prescription plans, claims submissions, and clinical programs

Sr Tech Support Specialist

CastiaRx/Optum
09.2016 - 05.2021
  • Collaborated with team members to provide reporting, system admin, technical training, and troubleshooting services to clients and internal departments
  • Managed the Prescription Monitoring Program for a mail order pharmacy licensed in 50 states ensuring that all controlled substances are being reported accurately according to state guidelines
  • Developed a training program for new employees and clients on all claim processing and reporting systems
  • Assisted with the development and deployment of a new member portal
  • Diagnosed technical issues with member portal app

Education

Bachelor of Science - Marketing Management

Missouri State University
Springfield, MO
06-2016

Skills

  • Interpersonal, written, and verbal communication
  • Problem solving and critical thinking
  • Attention to detail
  • Proficient in Microsoft Word, Excel, and Outlook

Timeline

Plan Advisor

UMR
07.2021 - Current

Sr Tech Support Specialist

CastiaRx/Optum
09.2016 - 05.2021

Bachelor of Science - Marketing Management

Missouri State University

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Mark Hanes