Shana Bolling

Assist members in changing primary care providers (PCPs) and managing prescription (RX) needs.

Resolve member inquiries and issues, ensuring a high level of satisfaction and retention.

Provide guidance and support on the coordination of benefit issues to ensure seamless service.

Update and maintain accurate member demographic records.

Deliver detailed benefits information to members, explaining coverage, and addressing concerns.

Subject Matter Expert (SME), offering insights and mentorship to team members.

Consistently maintains or exceeds required quality scores, ensuring compliance with organizational standards.

• Organized and updated schedules to optimize coverage for expected customer demands.
• Cultivated strong customer relations and developed effective customer service standards.
• Led employee performance evaluations and rewarded top performers to retain quality personnel.
• Delegated work to employees based on shift requirements, individual strengths and unique training.
• Recruited and trained new employees to meet job requirements.
• Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.