Sabrina Swartz
Mount Vernon ,OH
Summary
Proven Client Advocate at Aetna, adept in Microsoft Office and client relationship building, enhanced client satisfaction through strategic problem-solving and cross-functional collaboration. Achieved significant improvements in client retention and service delivery, demonstrating professionalism and assertiveness without exceeding a 55-word limit.
Overview
12
12
years of professional experience
Work History
Client Advocate
Aetna
New Albany, OH
09.2019 - Current
- Educated clients on available resources, guiding them through processes to achieve desired outcomes more efficiently.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Organized events such as webinars or training sessions that provided valuable information about products or services offered.
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes for better results.
- Managed escalated cases effectively by working closely with other teams and departments, leading to successful resolutions and satisfied clients.
- Collaborated with cross-functional teams to develop strategies for improving overall client satisfaction levels.
- Maintained high levels of client retention with personalized follow-up
- Working in systems such as gps, asd, rumba, claimsxten, verint, etc
- Reviewing, educating, reworking, and rebutting claims.
- Watching que, allowing collaboration, assigning after hour voicemail messages to advocates to return calls.
Health Concierge
Aetna
New Albany, OH
07.2012 - 08.2019
- Streamlined appointment scheduling for improved member experience and reduced wait times.
- Educated members on available resources and programs, empowering them to make informed decisions about their health.
- Collaborated with healthcare providers to ensure timely delivery of services, enhancing member outcomes.
- Contributed to a welcoming environment by greeting members upon arrival and addressing any immediate needs or concerns.
- Assisted members in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Facilitated communication between members and medical professionals, ensuring clarity and understanding for all parties involved.
- Resolved conflicts and addressed concerns promptly, fostering a positive environment for patients and staff alike.
- Provided compassionate emotional support to members coping with illness or injury, contributing to their overall wellbeing.
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Evaluated member feedback and made necessary adjustments to processes, ensuring continuous improvement in service delivery.
- Maintained accurate records of member interactions, ensuring effective communication within the care team.
- Participated in ongoing professional development opportunities to stay current on industry best practices and enhance the quality of care provided.
- Enhanced member satisfaction by providing personalized assistance and addressing their healthcare needs promptly.
- Maintained full and current understanding of available plans, products and services.
- Handled more than Number daily inbound calls from health plan customers.
- Resolved problems related to benefits, eligibility and claims.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Answered incoming calls, and scheduled appointments.
- Provided excellent customer service to members.
- Followed document protocols to safeguard confidentiality of member records.
- Updated members coordination of benefits, and held trainings for new advocates.
Education
High School Diploma -
Northridge High School
Johnstown, OH06.1990
Skills
- Client Relationship Building
- Paperwork assistance
- Telephone Etiquette
- Assertiveness
- Strong Organization
- Time management
- Goal Setting and Achievement
- Performance Tracking
- Cross-Functional Teamwork
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
Timeline
Client Advocate
Aetna
09.2019 - Current
Health Concierge
Aetna
07.2012 - 08.2019
High School Diploma -
Northridge High School