Naimah Ahmad

• Responsible for billing over 275,000 accounts monthly/bi-monthly in the Customer Care and Billing System (CC&B).

• Compile and maintain reports, spreadsheets, and databases needed to track and monitor field activities and report process measure using desktop software.

• Analyzing and reviewing mass data reports which includes Pending Bill, Bill Segment Error, Inspector Meter Exchange, Scrap Meter, and No Billing Reports.

• Research problem accounts resulting in multiple billings and cancel re-bills, billing discrepancies and address issues delaying a billing process.

• Maintain and research projects given and ensure completion by deadlines.

• Evaluate areas of improvement for backlog management, billing, metering, and field processes.

• Serve as a key liaison in planning and preparing work to be completed in the field by streamlining service calls and providing vendor support.

• Create, compile, and update Standard Operating Procedures (SOP) manuals, flow charts, relationship charts, and business process and system documentation to ensure they reflect up-to-date processes, policies, procedures.

• Provide assistance to customers regarding inquiries/complaints concerning billing statements, payment arrangement, status of water service, etc
• Both in call center (phone, email & escalation line) and remittance
• Determine the action necessary to resolve questions, concerns and complaints and follow-up to ensure a successful resolution
• Special project work: Generate and process 5 collections reports (Active Collections: Severance zero balance and Autopay Preferred Due Date: Autopay Preferred Due Date with Late Charges; Stormwater only & Water Accounts with incorrect Collections Class) daily using SQL Developer & CC&B
• Coach and assist team members with customer service techniques via the Escalation Line
• Work closely with Manager/Supervisors in resolving escalated callbacks offering resolutions and determine which calls should be escalated for further assistance
• Adhere to company standards of productivity measurements
• Comply with company policies and procedures to provide accurate and consistent information to internal/external customers
• Perform other duties as assigned based on priority

• Accurately key members applications
• Make phone calls to members
• Write and send letters to members
• Research eligibility status for members
• Make updates to members information in the system
• Help educate members on various tools or processes available to them
• Problem solve incomplete enrollment applications and request any additional information to complete the application process

• Handled high volume of inbound calls from brokers within Anthem
• Assist Brokers with various questions and concerns
• Documented all pertinent information into the internal database
• Toggled between multiple screens to locate necessary information

• Handled outbound call center calls related to recruiting members to enroll company services
• Responded to customers inquiries, processed client orders and conducted health survey assessments
• Adhered to organizational policies, procedures, and recommended operational improvements
• Verified customer data received and entered description of action taken or transactions in system
• Maintained and up-to-date product knowledge and changes in client, campaign and procedural requirements
• Utilized productivity reports to look for area of improvement and increase enrollment success rate
• Performed all other duties assigned