Nketsia Hatcher

• Successfully manages inbound and outbound queue operations from members and providers regarding behavioral health services ensuring timely and accurate processing.

• Contributes to ABA assessments, supporting accurate evaluations and improving workflow efficiency.

• Continues consistent work in the BH (Behavioral Health) review bucket, ensuring timely and accurate processing.

• Maintains compliance with risk management, regulatory, and accreditation requirements.

• Delivered exceptional customer support via phone, video, and chat platforms.

• Resolved inquiries related to product setup, troubleshooting, and service options.

• Maintained high customer satisfaction scores through professional and empathetic communication.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Reviewed income and applications to determine eligibility requirements.

• Entered enrollment data accurately into systems; finalized eligibility after verification.

• Conducted outbound calls to clarify or update member information.

• Assisted related departments with inbound call handling and enrollment processing.