Nicole Shaffer
Ridge Manor,FL
Summary
Experienced Telesales Medicare Advisor skilled in handling plan changes, enrolling new members, and providing customer and agent support. Meticulous in reviewing details to identify and resolve system flaws, ensuring member satisfaction. Exceptional attention to detail and extensive knowledge of the Medicare system allows for tailored solutions to individual needs. Strong communication skills and positive, charismatic personality naturally build rapport and trust. Thrives in collaborative environments, actively seeking new avenues for improvement. Recognized by Sales Director and successfully transitioned into a field agent role, finding personal engagement fulfilling. Passionate about making a tangible difference in the lives of individuals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Member Support Associate
SECO Energy
Sumterville, FL
08.2024 - Current
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
- Reduced response times for client issues through effective prioritization and task management.
- Balanced multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
- Displayed flexibility to adapt to quarterly policy changes and database re-organization.
Medicare Enrollment Specialist
Ultimate Health Plans
Springhill, FL
10.2022 - 07.2024
- Streamlined the Medicare enrollment process by effectively managing and organizing application documentation
- Supported team members in achieving departmental goals by sharing knowledge and expertise on best practices for Medicare enrollment processes
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations
- Participated in ongoing education and training sessions to remain updated on changes in Medicare regulations and policies
- Enhanced member satisfaction with accurate and timely processing of Medicare applications
- Managed a high volume of applications while maintaining attention to detail and adhering to tight deadlines
- Identified potential areas for improvement in the enrollment process, implementing changes that increased overall efficiency
- Ensured timely completion of daily tasks by setting priorities based on urgency levels
- Handled escalated member cases with professionalism, working diligently towards a satisfactory resolution
- Provided exceptional customer service during application submission, addressing any concerns or issues promptly and professionally
- Assisted members in understanding complex Medicare policies, guiding them through the enrollment process step-by-step
- Established strong relationships with healthcare providers, facilitating seamless coordination during the enrollment process
- Increased team productivity through effective workload delegation among team members according to individual strengths and skillsets
- Improved data integrity within the system through diligent verification of applicant information, reducing errors and discrepancies.
Medicare Broker Telesales Agent
E-telequote Insurance
Brooksville, FL
08.2019 - 09.2021
- Prepared contracts and related documentation according to strict standards
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support
- Conducted research to answer questions and handle issues using multiple systems and resources
- Adhered to health and prescription insurance products, delivery systems, and claims systems
- Completed training programs to remain updated and further develop proficiency of important industry information
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product
- Compiled and analyzed data to determine approaches to improve sales and performance
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Education
Diploma -
Gates County Senior High School
NCHealth/Life Insurance License -
Ridge Manor
FLSkills
- Negotiation
- Documentation
- Medicare knowledge
- Organization
- Community Engagement
- Eligibility Determination
- Cold calling expertise
- Performance Tracking
- Lead Conversion
- Enrollment processing
- Objection handling
- Problem-Solving
- Professionalism
- Effective Communication
- Adaptability
- Knowledgeable in Software
- Program knowledge
- Documentation and paperwork
- Analytical Thinking
- Time management abilities
- Application Review
- Self Motivation
- Appointment Scheduling
- Organizational Skills
- Schedule Management
- Task Prioritization
- Teamwork and Collaboration
- Problem-solving aptitude
- Telephone Etiquette
- Attention to Detail
- Resource information
- Reliability
- Adaptability and Flexibility
Certification
2-15 Life and Health Insurance License
Timeline
Member Support Associate
SECO Energy
08.2024 - Current
Medicare Enrollment Specialist
Ultimate Health Plans
10.2022 - 07.2024
Medicare Broker Telesales Agent
E-telequote Insurance
08.2019 - 09.2021
Diploma -
Gates County Senior High School
Health/Life Insurance License -
Ridge Manor