Shacara Blunt

• Developed and implemented outreach strategies aimed at engaging high-risk pregnant individuals to enhance maternal health outcomes.
• Managed the process of obtaining and scheduling appointments with registered nurses to ensure timely patient support.
• Coordinated engagement initiatives to enhance member experiences and improve satisfaction.
• Coordinated and prioritized inbound emails and phone calls to ensure support for expecting mothers.

• Managed billing invoice processes for group policies, facilitating communication with employer's administrative department to ensure compliance and accuracy.

• Managed incoming calls and emails from employers to facilitate employee coverage adjustments for health, dental, and life policies.

• Managed a diverse portfolio of accounts by ensuring timely invoice reconciliation each month.

• Managed open enrollment changes and updates efficiently.

• Prioritized and resolved urgent escalations to minimize impact on service delivery.

• Assisted members with inquiries regarding benefits and coverage options.
• Provided support in resolving claims-related issues and discrepancies.
• Educated members on health plan features and services available.
• Collaborated with team to streamline communication processes for better service delivery.
• Adapted quickly to changes in policies and procedures to ensure compliance.
• Facilitated training sessions for new hires on service protocols and tools used.
• Contributed to process improvement initiatives, enhancing overall customer satisfaction rates.
• Supported team members, fostering a collaborative and productive work environment.
• Improved customer satisfaction by promptly addressing inquiries and resolving issues.
• Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
• Maintained detailed knowledge of company products and services to provide accurate information to clients.
• Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
• Documented calls accurately, maintaining organized records for future reference or escalation purposes if needed.
• Managed high call volumes while maintaining quality service standards and positive customer interactions.
• Increased first-call resolutions by employing effective problem-solving strategies tailored to each unique situation.
• Facilitated premium payment processing through telephone interactions and guided members in online payment procedures.
• Delivered technical website support to customers while efficiently triaging issues to appropriate channels.

• Assisted in daily operations to ensure efficient service and customer satisfaction.
• Trained new team members on company procedures and customer service standards.
• Resolved customer complaints promptly, maintaining positive guest experiences.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

• Developed and implemented outreach strategies aimed at engaging high-risk pregnant individuals to enhance maternal health outcomes.
• Managed the process of obtaining and scheduling appointments with registered nurses to ensure timely patient support.
• Coordinated engagement initiatives to enhance member experiences and improve satisfaction.
• Coordinated and prioritized inbound emails and phone calls to ensure support for expecting mothers.