TIARA HUGHES

Performs outbound transactions & back-office work in support of patient access, affordability, & care. Acts in accordance with operational requirements, processes & procedures, & training. Ensures customer satisfaction by assisting, researching, & responding to customer inquiries & concerns, providing proper information in a timely & professional manner. Functions as primary customer contact by placing, receiving, & handling telephone calls and correspondence both written & electronic concerning program, account &/or distribution activities, support &/or assistance programs. Provides assistance & investigates problems using computer technology, databases & established procedures.

Contacts customers with solutions, obtains further information as needed or refers customers to appropriate party. Works within established departmental guidelines. Provide daily front line customer service support. Effectively communicates to callers regarding program rules, requirements, & processes Contacts customers to obtain further information & documents interactions following program guidelines. Adheres to call center performance metrics, departmental guidelines, policies & procedures to support overall service levels.

• Maintained positive working relationship with fellow staff and management.
• Analyzed key performance indicators to identify effective strategies.
• Assessed company operations for compliance with safety standards.

Escalates technical issues affecting client/caller interactions in timely manner Adheres to all client standards for observing & reporting patient safety & privacy policies

• Managed high-volume calls, processed claims, and ensured fast order resolution.

• Processed applications with 99% accuracy and guided clients through requirements.

• Supported order processing, exchanges, and customer satisfaction improvements.

• Delivered rapid support and resolved escalated customer concerns.

• Submitted medical/dental/vision claims and communicated updates with members.

• Processed orders, handled lost/stolen product cases, and managed credit card transactions.

• Updated member accounts and answered service questions.

• Managed delinquent accounts and secured payments.

• Handled 75+ calls daily, resolved concerns, and evaluated customer needs.

• Assisted customers, processed transactions, and maintained store operations.