Tasha Abbott
Killeen,Texas
Summary
Resident Producer for the State of Michigan. Specializes in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Thorough with 13 years of experience working in the Health Insurance industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts as well as retaining current customers.
Overview
13
13
years of professional experience
Work History
Small Business Account Executive
Priority Health
06.2021 - Current
- State of Michigan Licensed Producer serving small group market
- Assisted in reaching 93% retention of existing clients and new business goal of 18,500 new members in 2022
- Assess client needs based on current demographic area, and business composition
- Assist agents with renewal tool and quoting for small group plans and provide renewal paperwork for completion of annual renewals
- Retention outreach to retain membership
- Solving service-related issues by providing stellar customer service by utilizing multi-departmental approach
- Delivered renewing and new group proposals, policy information, summaries of coverage and renewal information
- Consistently developing relationships with new & existing customers utilizing a high level of interpersonal skills and compassion
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about swift results.
- Reviewed successes and failures to learn from previous mistakes.
- Developed new strategies for customer retention activities.
- Established customer retention programs to improve loyalty and increase lifetime value.
- Evaluated current customer retention strategies and recommended improvements.
Large Business Sales Coordinator
Priority Health
09.2019 - 06.2021
- Review agent submitted RFP
- Create new business opportunities visible in all systems
- Contact agents via email or telephone to discuss business opportunities
- Facilitator in onboarding new groups
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Liaised with sales, underwriting, and management teams to develop solutions and accomplish shared objectives.
- Create summaries of benefits in accordance to the purchased product
- Submit EGI forms, create CIGNA forms, and upload documents for new groups
- Process and resolve internal inquiries, email correspondences (internal and external)
- Audit a sold group's enrollment to ensure members are enrolled properly
- Invoice review
- Relationship building with customers and the community to establish long-term business growth.
Sr. Enrollment Representative
EDI and ID Cards
07.2011 - 09.2019
- Manual processing of enrollment forms in a timely fashion to ensure that Priority Health members (new and existing) can obtain medical and pharmacy services
- Evaluating online enrollment transactions performed by employer groups and agents for processing accuracy and problem resolution
- Utilize OnBase to retrieve new group information, enrollment forms, locate documents relevant to the enrollment department
- National Change of Address (NCOA) scrub
- EDI Cross-training and processing
- Resolving EDI errors and discrepancies from several large and key employer groups
- Ability to review EDI file transmissions and create spreadsheets of EDI errors
- Maintain and process provider demographic updates electronically
- Acting liaison between Priority Health and employer groups for minor billing issues, urgent handling of online transactions and all enrollment concerns including billing discrepancies
- ID Card Cross-training and processing
- Create daily ID card files
- Review group level and member level ID cards before and after production
- Reconciling monthly ID card invoices
- Identify and resolve discrepancies
- Creating the Medicare, and Medigap weekly ID card distribution lists
- Provided information about the current enrollment procedures.
Customer Service Representative
Priority Health
04.2010 - 07.2011
- Successfully completed Disney Training to tremendously improve in delivering a consistently exceptional consumer experience
- Evaluating claims to ensure proper processing and timely claims resolution
- Detailed benefit explanation to Priority Health members to ensure that members understood “how-their-policy works”
- On-going Healthcare Reform training as well as annual compliance training
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Business Administration - Health Services Administration
Davenport University
Grand Rapids, MI05.2011
Medical Coding Certificate -
Davenport University
Grand Rapids, MI2008
Medical Billing Certificate -
Davenport University
Grand Rapids, MI2008
Skills
- Software skills: Facets, Onbase, Microsoft Office suite, Excel, Word, PowerPoint, EncodePro, SmartQuote, SalesForce, Priority Quote, Zelis Docs
- Data and Trend Forecasting
- Client retention and acquisition
- Retention Strategies
- Client Rapport-Building
- Good Telephone Etiquette
- Interpersonal Communication
- Self-Motivated
- Problem-Solving
- Excellent Communication
- Dependable and Responsible
- Analytical and Critical Thinking
Accomplishments
- Through understanding of HMO, POS, PPO, and Medicare
- Outstanding ability to train employees, as well as develop effective training materials and tools
- Excellent customer service skills: remarkable ability to communicate effectively, both orally and in writing also possess a strong ability to interact with individuals via telephone, email and in person
- Successfully completed the Individual Contributor Development Program
- Worked extensively with Electronic Data Interchange (EDI) for medical claims and enrollment files
- Analytical skills and excellent problem resolution skills
- Ability to create daily ID card files for all lines of business
- Self-motivated and quick learner, able to grasp new ideas, concepts, and methods
- Extensive knowledge of the American Healthcare Delivery System as well as federal ACA compliance
- ICD-9 and ICD-10, HCPCS, and CPT coding knowledge
- Knowledgeable in the Medicare market
Timeline
Small Business Account Executive
Priority Health
06.2021 - Current
Large Business Sales Coordinator
Priority Health
09.2019 - 06.2021
Sr. Enrollment Representative
EDI and ID Cards
07.2011 - 09.2019
Customer Service Representative
Priority Health
04.2010 - 07.2011
Bachelor of Business Administration - Health Services Administration
Davenport University
Medical Coding Certificate -
Davenport University
Medical Billing Certificate -
Davenport University
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