Rashonda Calhoun

• Manage high-volume inbound calls from members regarding benefits, claims, and authorizations, consistently meeting performance goals for quality, accuracy, and handle time.
• Utilize persuasive communication and problem-solving skills to explain plan options, resolve disputes, and enhance member experience.
• Adhere to HIPAA and compliance standards while handling sensitive health data.
• Support training and peer coaching to improve team performance and knowledge retention.

.

• Handled both inbound and outbound member calls, providing education on benefits, wellness programs, and preventative care.
• Scheduled appointments, coordinated care, and provided proactive outreach to improve member health outcomes.
• Consistently exceeded department call and quality goals while maintaining professional courtesy and empathy.
• Tracked productivity and contributed to team success in a metrics-driven environment.

• Manage high-volume inbound calls from members regarding benefits, claims, and authorizations, consistently meeting performance goals for quality, accuracy, and handle time.
• Utilize persuasive communication and problem-solving skills to explain plan options, resolve disputes, and enhance member experience.
• Adhere to HIPAA and compliance standards while handling sensitive health data.
• Support training and peer coaching to improve team performance and knowledge retention.

.