THY NGO

• Serve as the primary point of contact for members, resolving inquiries related to medical, Medicare, and Medicaid plans with accuracy and professionalism.
• Manage claims processing, resolving discrepancies, and providing clear explanations of benefits (EOBs).
• Coordinate pre-authorizations for medical procedures, medications, and specialty services, collaborating with providers and facilities.
• Simplify complex medical and insurance terms to enhance member understanding and satisfaction.
• Ensure compliance with HIPAA regulations and company policies, maintaining data integrity.

• Supported the State of Oregon by assisting Oregonians with applications for SNAP, TANF, medical aid, Medicare, Medicaid, ERDC, and child welfare programs.
• Handled 15 – 35calls daily, addressing high call volumes during peak periods and maintaining quality service.
• Provided compassionate support for sensitive cases, including domestic violence and financial hardship, ensuring access to appropriate resources.
• Streamlined application processes by guiding members through eligibility and documentation requirements.
• Maintained accurate records while ensuring strict confidentiality and compliance with state policies.

Led airport operations, assisting an average of 150+ passengers daily through check-in, boarding, and departure processes, ensuring a seamless travel experience.

• Resolved customer issues with empathy and efficiency, de-escalating up to 10 challenging situations per shift by identifying root causes and implementing tailored solutions.
• Processed passenger check-in and boarding for an average of 4-5 daily flights, maintaining 100% compliance with airport documentation and safety regulations.
• Supported management by onboarding and training 2-3 new hires, and coaching staff to meet operational standards and team goals.
• Contributed to developing procedures that improved team efficiency by 20%, streamlining workflows, and enhancing overall productivity.

• Assisted an average of 100+ guests daily with ticketing, check-in, boarding, and baggage processing in a high-pressure environment.
• Coordinated seat assignments, special meal requests, and upgrades, ensuring smooth pre-flight preparation for 5-10 flights per shift.
• Performed gate duties such as announcements, passenger assistance, and verifying cabin security, maintaining compliance with safety standards.
• Delivered exceptional customer service by multitasking efficiently, resolving guest concerns, and ensuring a seamless travel experience.

• Provided administrative and resource support for 4-5 campus events and 10+ student clubs, ensuring smooth operations and efficient communication.
• Led data analysis projects that identified operational inefficiencies, improving productivity by 15% through streamlined processes.
• Fostered a collaborative and inclusive environment, engaging with 100+ students and staff to enhance campus community initiatives.