Ruby Duran Mora

• Assist team members with process, service, and system issues by educating on required forms and technical processes.
• Enhanced team productivity, effectively delegating tasks to ensure smooth operations.
• Handles escalation calls , educates Members with concerns and questions.
• Improved member satisfaction by promptly addressing concerns and providing efficient solutions
• Manages reports and completes in timely manner .
• Monitor's team members to confirm Company protocol is being followed and members are being assisted appropriately.
• assisted as Interim Supervisor from May 2023- September 2023 , managing time cards , monthly team member evaluations ,submitting Team Member Reports, Submitting Performance action plans .

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Provide members with health plan education in regard to Medi-cal benefit coverage including understanding coordination of benefits and eligibility.

Meet company Member service Call Center policy requirements includes

-complete documentation of phone call

-provide superior service that delights caller in all aspects of the interaction ,

-Demonstrate a high level of patience and respect

-Preserve members confidentiality

-Assist with navigation of questions

- Top Ten /Medi-cal Line Of Business with lean process standard work updates.

• Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
• Followed up with customers regularly via phone and email to obtain payments and schedule services.
• Handled complaints with prompt, courteous service to uphold professional reputation

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Resolved issues over phone with over 100 customers daily
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Trained new personnel regarding company operations, policies and services.
• Followed up with customers about resolved issues
• Resolved non-routine issues like third party billing, computer system and customer service issues.
• Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
• Documented customer inquiries and feedback, including service delivery suggestions, in company database.
• Confirmed that appropriate changes were made to resolve customers' problems.

• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.