Rachael Dunn

Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies. Track and document all inquiries using the applicable systems
· Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans
· Transfer/refer consumers to appropriate entities according to the established guidelines
· Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested
· Facilitate the fulfillment of caller requests for materials via mail, email, or download
· Facilitates translation services for non-English speaking callers according to procedures
· Escalate calls or issues to the appropriate designated staff for resolution as needed
· Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems
· Meet Quality Assurance with a 98% (QA) and other key performance metrics
· Update the Daily Cumulative Call board
· Certified Shadow/Mentor for new hires
· Multiple Certificates of Recognition for Quarterly Execellence
· Responsible for reviewing all team Escalations prior to them being forwarded to DOH
· Perform other duties as assigned by management

-Manage labor, cash control, RGM trained, inventory control, bank deposits, Administrative/Clerical
· Train new hires and cross train team members, ensure passage of Health Inspections
-Worked in 18 different locations

-Mediated and resolved customer or staffing concerns

Trained new hires and cross-trained employees; RGM trained
· Mediated and resolved customer or staffing concerns
· Opened and closed store operations which required replenishment of inventories, accurate financial balances and deposits, ensuring security and sanitation, and scheduling staff

• Trained new employees and delegated daily tasks and responsibilities.
• Completed store opening and closing procedures and balanced tills.
• Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
• Responded to and resolved customer questions and concerns.
• Cross-trained employees while supporting 1-4 work stations
  · Mediated and resolved customer or staffing concerns
  · Opened and closed store operations which required replenishment of inventories, accurate financial balances and deposits, ensuring security and sanitation, and scheduling staff

• Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
• Assisted patients with daily living activities for enhanced comfort and wellbeing.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
• Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
• Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
• Assisted nurses with wound care procedures ensuring proper healing processes took place.