Tiffany Madison
Indianapolis,IN
Summary
Experienced Customer Experience Coordinator with a proven track record of enhancing customer satisfaction through innovative service strategies and meticulous attention to detail. Skilled in conflict resolution, team collaboration, and leveraging Microsoft Office to streamline feedback procedures. Dedicated to cultivating long-term customer relationships and maximizing operational effectiveness.
Overview
7
7
years of professional experience
Work History
Insurance Enrollment Specialist
The Damien Center
08.2023 - Current
- Perform biannual client assessments focused on intake referrals and insurance requirements.
- Ensure availability to accommodate clients' appointments and inquiries on enrollment.
- Managed Open Enrollment periods efficiently.
- Guided clients through the application process for state and local coverages with IDOH and Marion County Public Health Department.
- Reviewed and submitted applications for HIV medical services program with required supporting documents.
- Re-certified clients for various health-related programs to ensure uninterrupted service.
- Report changes in client status to the HIV medical service program and other similar programs, such as The Healthy Indiana Plan
- Respond to client phone calls and emails within 24 to 48 business hours.
- Facilitated meeting deadlines and completing client recertifications through regular interaction with case managers.
- Maintained accurate and up-to-date client records alongside team members.
- Met tight deadlines consistently.
- Educated on affordability programs and qualified health plans.
- Executed thorough candidate evaluations to determine suitability for targeted programs.
- Comprehended and clearly articulated services offered to customers and prospects.
- Developed training materials for new Enrollment Specialists, enhancing departmental performance and consistency in processes.
- Participated in professional development opportunities, continuously refining skills and staying current on emerging trends within higher education administration spaces
Customer Experience Coordinator
Peterman Brothers
03.2023 - 08.2023
- Ensured high customer satisfaction by addressing and resolving mistakes promptly.
- Assisted in finding solutions for customers experiencing dissatisfaction by working with managers and field staff.
- Coordinated with subcontractors to address home damage issues.
- Ensured customer satisfaction by conducting follow-ups on recent appointments, verifying the fulfillment of Peterman's 5 Star Service standard.
- Identified training needs across departments using feedback data.
- Built long-term customer relationships through regular service satisfaction discussions.
- Addressed company reviews promptly.
Mail and Delivery
Exela Technologies
10.2022 - 03.2023
- Oversaw package reception from courier trucks, ensuring timely and accurate delivery management
- Ensured precise tracking and timely delivery of all mail items
- Streamlined delivery processes, enhancing operational efficiency
- Collaborated with team to ensure secure and efficient mail handling
- Implemented new sorting techniques to reduce delivery times
- Analyzed delivery workflows to identify and mitigate risks
- Boosted mail processing efficiency by introducing innovative sorting methods
Employer Advocate
Indiana Public Retirement System
12.2021 - 10.2022
- Handled management and tracking of employer contacts to guarantee prompt issue resolution.
- Oversaw the generation and maintenance of spreadsheet data.
- Clarified complex benefit provisions of retirement plans.
- Meticulously managed extensive employer databases to uphold data integrity
- Collaborated with employers to address inquiries and resolve issues related to retirement and disability processes.
- Coordinated with employers on requests for missing or incomplete information, account status updates, and issue resolution.
- Proficient in utilizing ERM, INPAS, INPRS Web, Looker.
- Established strong relationships with Employers.
- Addressed various queries and distributed needed information that strengthened Employer communication.
- Interpret and explain the benefit provisions of all retirement plans
- Worked alongside Call Center managers to pinpoint and address deficiencies in customer service protocols.
- Routed phone inquiries to designated sections.
Patient Financial Representative
Eskenazi Health
03.2018 - 11.2021
- Monitored eligibility case progress, driving timely results.
- Handled coverage additions and terminations efficiently.
- Supported special projects such as audits, filing reports, and conducting research.
- Consistently adhered to departmental standards while maintaining individual work reports.
- Coordinated patient appointments at nine Eskenazi Clinics to enhance care.
- Assess patient eligibility for State Medicaid (MAGI, LTC) and Federal Disability programs (SSI/SSDI).
- Compiled and organized information using spreadsheets.
- Performed full registration tasks and ensured accuracy of patient demographic information.
- Generated cost estimates for services offered at Eskenazi Health.
- Tracked state cases awaiting eligibility decisions and requested additional information from patients.
- Ensured accurate addition and termination of coverage to trigger billing on schedule.
- Verifies information on appropriate accounts to determine insurance coordination of benefits.
- Handles upkeep of assigned work queues according to requirements.
- Interpreted statement data to resolve account issues.
- Logged details of patient encounters accurately.
- Upholds departmental productivity and quality standards.
- Maintain thorough knowledge of compliance requirements.
- Handled patient appeal filings as required.
Education
Associate -
Kaplan College
Indianapolis, INSkills
- Exceptional communication
- Documentation management
- Reporting and analytics
- Customer service expertise
- Data entry skills
- Strong organization
- Deadline management
- Customer service background
- Client relationship building
- Client advocacy
- Cross-functional teamwork
- Telephone and email skills
- Billing support
- Enrollment verification
- Time management proficiency
- Resolution coordination
- Insurance coverage verification
- Health insurance
- Customer follow-up
- Critical thinking
- Records maintenance
- Requirements reviews
Timeline
Insurance Enrollment Specialist
The Damien Center
08.2023 - Current
Customer Experience Coordinator
Peterman Brothers
03.2023 - 08.2023
Mail and Delivery
Exela Technologies
10.2022 - 03.2023
Employer Advocate
Indiana Public Retirement System
12.2021 - 10.2022
Patient Financial Representative
Eskenazi Health
03.2018 - 11.2021
Associate -
Kaplan College
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