Noelle-marie Johnson

-Coach and support Member Services Representatives with content knowledge, workflows, and de-escalation strategies through written and verbal communications.

- Proactively identify gaps in Member Services Representative’s training to target areas requiring improvement for increased efficiency.

-Take over escalated incoming calls and secure messages when needed to ensure member satisfaction.

-Resolve complex member issues; analyzing problems and using documented workflows to communicate with Claims, Provider Outreach, Eligibility, Medical Review and IT teams.

- Make outbound calls to members, healthcare providers and the Health Insurance Marketplace to facilitate resolutions to member's issues.

-Accurately document all member related interactions in Jira system.

• Create a personal schedule to ensure all goals are met with built in flexibility to make immediate adjustments to meet company needs.
• Audit Member Services Representative’s written and oral communications with members based on tone, escalation appropriateness, accuracy, grammar
  and documentation.
• Verify collected data is in the Periscope system for quality assurance tracking.
• Provide a written review to the Member Services Representatives and their Supervisors.
• Provide coaching and support to Member Services Representatives with content knowledge, workflows, and de-escalation strategies through written and verbal communications.
• Navigate internal metrics data in Periscope and Nice InContact call center system.
  

- Quickly answer incoming calls, greeting members in a friendly and professional manner.
- Research all available resources to resolve member’s issues and appropriately escalate to other teams.
- Follow approved workflows to provide accurate benefit and provider information.
- Make outbound calls to members, facilities, providers and the Federal Marketplace when needed.
- Accurately document in detail all member interactions.
- Train and support teammates through Slack, shadowing sessions and team meetings.

• Assist students with special needs during classes and activities.
• Teach lessons to small special needs student groups to increase focus, comprehension and retention.
• Oversee students in classroom and common areas to monitor, enforce rules, and support lead teacher.
• Develop and teach art lessons to students in the district summer refugee program.
• Maintain an inclusive learning environment to enable students to gain maximum benefit from lessons.
• Collaborate with parents and guardians to increase support and provide best learning environment.