Summary
Overview
Work History
Skills
Timeline
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Tiffany Hogan

Saint Ann,Missouri

Summary

Versatile and skillful specialist with 10+ years of experience providing high-quality service. Proven track record of effectively serving as a liaison between companies and their clients, resulting in increased customer satisfaction. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

10
10
years of professional experience

Work History

Claims- Short Term Disability

New York Life Insurance Company-Remote
01.2024 - Current
  • Responded to inbound customer inquiries regarding Short Term and State Disability benefits, eligibility, coverage, and payment status while providing phone-based solutions for clients.
  • Obtained necessary details from claimants like diagnoses, reason for leave, healthcare provider information, and essential medical documentation tied to their absence.
  • Managed and processed claimant's requests for extensions and medical updates, providing timely information to claim managers.
  • Conducted customer research and accurately entered data into assigned system.
  • Facilitated the retrieval of required medical records for disability claim purposes by effectively communicating with provider's office and assisting customers throughout the process.

Accredo Contact Center- Evernorth Patient & Client Services

Express Scripts-Cigna-Remote
St. Louis, MO
08.2020 - 01.2024
  • Efficiently guided customers in navigating prescription plans using Express Scripts
  • Providing strategies to optimize benefits through home delivery
  • Reviewed prescription plans with clients to ensure understanding of benefits and home delivery options.
  • Ensured consistent compliance with HIPPA regulations
  • Received training and developed expertise in managing Medicare, Commercial, and Tricare accounts.
  • Reviewed claims, prior authorizations, and waivers.
  • Developed and maintained deep understanding of company's products, facilitating clear communication with clients.
  • Addressed customer concerns and complaints promptly and effectively, ensuring high customer satisfaction.
  • Accredited specialty trained.
  • Received training as a Personal Enrollment Specialist.
  • Trained as a Prescription Benefit Specialist
  • Processed prescription orders for members
  • Confidentially managed patient accounts
  • Customer Service Representative.

Retention Specialist

Auto Assure-Remote
MO, MO
03.2020 - 08.2020
  • Assisted customers in managing car warranty contracts, including contract reviews and plan upgrades
  • Successfully retained business and educated customers on the significance of vehicle plans.
  • Provided exceptional customer service by actively listening to customers, addressing their concerns and finding effective solutions for car warranty contract issues.
  • Demonstrated strong customer service skills by effectively resolving and managing ongoing claims for customers
  • Customer Service Representative.
  • Developed strategies to improve customer retention and loyalty.
  • Created excellent experience to cultivate customer loyalty and retention.

Retention Specialist

Aegis Home Protection
Maryland Heights, MO
02.2019 - 03.2020
  • Assisted customers with questions regarding their protection coverage
  • Ensured accuracy of repair-related information in members' claims
  • Aided customers with payment transactions and scheduling
  • Saving deals by helping consumers understand the importance of having the plan and how it is going to save them money in the end.
  • Identified potential risks associated with retaining existing customers and developed action plans accordingly.
  • Worked closely with sales team members to ensure successful onboarding of new clients.
  • Developed strategies to improve customer experience and increase loyalty.
  • Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates.

3rd Party Collector

Client Services Inc.
Saint Charles, October 2017
10.2017 - 02.2019
  • Provided exceptional customer service while managing collections.
  • Assisted clients in developing customized payment plans to resolve Bank of America collection accounts
  • Provided support and guidance to customers in resolving outstanding debt
  • Provided education to customers regarding available payment choices
  • Discuss sensitive financial situations
  • Managed and maintained accurate records of customer accounts in the collections department.
  • Built strong customer relationships through exceptional customer service
  • Delivered exceptional service in collections for customers.
  • Assisted customers in understanding their debt obligations and provided options for resolving their debts.

Life Insurance Tele-Interviewer

Quest Diagnostics
Maryland Heights, MO
08.2016 - 10.2017
  • Conducted telephone interviews with insurance applicants
  • The interviews conducted involved collecting medical, financial, occupational, and avocation histories.
  • Maintained quality assurance by reviewing and editing interview information
  • Managed the C4 Call Management System to handle telephone calls, record call attempts, document relevant information within orders, and document call outcomes
  • Served as a reliable point of contact for clients, ensuring their requests were handled efficiently
  • Maintained a standard of accuracy when documenting interview responses
  • Adhered to all compliance policies and safety procedures outlined in the Quest Diagnostics Safety Manual and other relevant training.
  • Adhering to HIPPA laws at all times.

3rd Party Fraud Specialist

GC Services
Weldon Springs, MO
09.2014 - 09.2016
  • Assisted customers facing fraud on Verizon Wireless accounts.
  • Identified and analyzed patterns of fraudulent activity to proactively prevent future occurrences
  • Managed and processed customer applications received from Verizon Wireless retail stores
  • Conducted investigations into instances of identity theft and equipment theft, acquiring necessary police reports and documentation to verify identities and addresses
  • Conducted investigations on client provisioning systems to find associated accounts
  • Delivered exceptional client service
  • Acquired new skills in the financial services department through recent training.
  • Implemented and facilitated payment arrangements for customers, while handling phone-based payments
  • Ensured prompt service restoration upon payment/ arrangement completion.
  • Managed resolution process for customer disputes
  • Managed account follow ups to ensure resolution of outstanding issues.

Skills

  • Self-Starter
  • Work great in teams and independently
  • Pega
  • WFM
  • Detail oriented, and able to follow directions with little guidance
  • Great interpersonal and communication skills
  • Great customer service
  • Problem solving skills
  • Multitasking Skills
  • HIPPA Compliance
  • Medication Knowledge
  • Car Warranty
  • Home warranty
  • Prescription Management
  • Medicare and Tricare Knowledge
  • Product Knowledge
  • Workspace
  • CSP
  • ESD
  • Spreadsheet
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Word
  • Short Term Disability Claims
  • Familiar with Medical Terminology

Timeline

Claims- Short Term Disability

New York Life Insurance Company-Remote
01.2024 - Current

Accredo Contact Center- Evernorth Patient & Client Services

Express Scripts-Cigna-Remote
08.2020 - 01.2024

Retention Specialist

Auto Assure-Remote
03.2020 - 08.2020

Retention Specialist

Aegis Home Protection
02.2019 - 03.2020

3rd Party Collector

Client Services Inc.
10.2017 - 02.2019

Life Insurance Tele-Interviewer

Quest Diagnostics
08.2016 - 10.2017

3rd Party Fraud Specialist

GC Services
09.2014 - 09.2016

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Tiffany Hogan