Michael C. Boosalis
Minneapolis,MN
Summary
Dedicated professional with extensive experience in health insurance customer service, poised to tackle new challenges and seize growth opportunities. Reliable for building strong rapport with clients while consistently delivering exceptional service and ensuring a high level of satisfaction. A collaborative team player dedicated to understanding client needs and facilitating thorough inquiry resolution and request fulfillment. Expertise lies in fostering quality interactions through active listening, combining articulate communication with empathy to deliver accurate and effective solutions.
Overview
13
13
years of professional experience
Work History
CSS Member Services Representative (Second Level)
UCare Minnesota
07.2021 - Current
- Assists dozens of members and customer service representatives every day with positive attitude attention to detail.
- Provides thorough intake of Appeals and Grievances for Members capturing the critical information about their concerns and requests.
- Researches and resolves escalated member issues collaborating with Enrollment, claims and pharmacy departments.
- Works as a subject matter expert, coaching Representatives on Customer Service procedure and plan benefits, pointing to work instructions and reviewing, plan contracts, as well as Medicare and DHS policies.
- Triages work items from a shared work queue to , insuring they get properly routed to other departments and escalated when appropriate.
- Drafts and prepares documents with templates and instructions to fulfill member requests.
- Maintains high quality scores in audits of phone calls
- Worked supervisory managerial role on Saturday shift, while
- Supervisor: Shawn Finstad
Member Services Representative
UCare Minnesota
10.2014 - 06.2021
- Developed a deep knowledge of Core Insurance Products (Medicare Advantage, Medicare Part D, MHCP plans, SNBC plans, MSHO Individual and Family plans).
- Gained familiarity with enrollment process and systems for MA eligibility and enrollment (i.e. MNITS) as well as senior plans, SNBC and dual coverage.
- Recorded exceptional quality scores in call audits and worked to improve efficiency in call handling.
- Dedicated himself to serving members with empathy while following work instructions to insure accuracy, confidentiality and compliance.
- Supervisor: Joshua Paciorek
AmeriCorps Literacy Tutor
MN Reading Corps
08.2013 - 07.2014
Barista & Shift Supervisor
Caribou Coffee Co.
06.2012 - 02.2014
Education
B.A. - English Literature
Gustavus Adolphus College
St. Peter, MN05.2012
Skills
- Flexible and fast learner
- Strong interpersonal communication
- Accurate and efficient data entry
- Content creation and formatting
- Proficient in Microsoft Office
- Effective problem-solving
- Excellent at rephrasing
- Individual coaching
Timeline
CSS Member Services Representative (Second Level)
UCare Minnesota
07.2021 - Current
Member Services Representative
UCare Minnesota
10.2014 - 06.2021
AmeriCorps Literacy Tutor
MN Reading Corps
08.2013 - 07.2014
Barista & Shift Supervisor
Caribou Coffee Co.
06.2012 - 02.2014
B.A. - English Literature
Gustavus Adolphus College