Taniya Hendley

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
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• Investigate, process, resolve and respond to member, provider or agent inquiries regarding benefits, eligibility, material forms, ID cards, claims, complex inquiries and quality of care issues received via telephone, written correspondence, or in person.

• Educate new and existing members, providers, or agents concerning Medicare Advantage policies, procedures and benefits through daily telephone inquiries.

• Initiate status calls to the inquirer when delays occur in responding to an inquiry/claims as required, and reroute misdirected inquiries.

• Documents pertinent facts regarding inquiries, and update appropriate files.