Raina Frey
Willowick,Ohio
Summary
Experienced Senior Service Advocate skilled in cultivating loyalty and building customer engagement by providing adaptable and attentive care to member needs. Proficient in a wide range of plans and procedures. Looking for a career-track position with a growing company. Compassionate customer service with 4 years of experience coordinating community programs and allocating resources. Dedicated to excellent patient care through an empathetic approach. Thrives in team-based or independently-motivated settings. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
3
3
years of professional experience
Work History
Senior Service Advocate
Aetna direct west
08.2022 - 03.2024
- Uses motivational interviewing and other consultative techniques to gather comprehensive information about a member's medical, functional, cognitive, psychosocial, and mental health needs -Accountable to the highest level of compliance integrity -Champions for the member by connecting members with urgent needs to the appropriate Aetna team, including DSNP's interdisciplinary care team and customer service -Initiates engagement with assigned members to introduce the program and drive active participation in completion of their Health Risk Assessment -Accurately and consistently documents each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirement -Protects the condentiality of member information and adheres to company policies regarding privacy/ HIPAA
- Ability to be agile, manage multiple priorities, and adapt to change with enthusiasm
- Analyzed customer inquiries and complaints to determine appropriate solutions.
- Developed and maintained positive relationships with customers through timely responses and follow-up calls.
- Assisted customers in navigating the company's website for relevant information regarding products or services.
- Adhered to established policies and procedures while providing exceptional customer service support.
- Handled escalated customer concerns in a professional manner to ensure satisfaction was achieved.
Customer Service Representative
CVs health
08.2021 - 02.2023
- Computer prociency in Windows-based applications -Comfortable relating to customers in a patient, helpful way that demonstrates a genuine concern for improving the customer quality of life -Ability to exhibit patience and empathy and express assurance and condence -Strong customer service skills, including courteous telephone etiquette and professionalism -Strong oral, interpersonal and communication skills
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
Harvey High School
Painesville, OH05-2018
Skills
- Plan benefits understanding
- Strong leadership
- Customer service expertise
- Member services
- Member relations
- Collaboration and Teamwork
- Behavioral Management Planning
- Customer Service
- Relationship Building
- Active Listening
- Maintaining Client Records
- Attention to Detail
- Teamwork and Collaboration
- Time Management
- Time management abilities
- De Escalation Tactics
- Quality Assurance
Non Vacinated
- Religious Exemption
- As a catholic, I do not believe in recieving the Covid-19 vaccine due to the vaccine containing aborted fetal cells
Timeline
Senior Service Advocate
Aetna direct west
08.2022 - 03.2024
Customer Service Representative
CVs health
08.2021 - 02.2023
Harvey High School
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