Valencia Petrina Townsend

• Implements departmental policies and standards in conjunction with management to streamline internal processes.
• Accurately obtains required information for hospital, physician reports, and governmental requirements for billing, and third-party payer needs.
• Manages appointment settings, cancellations, and rescheduling for clients, enhancing customer satisfaction.
• Set and confirmed customer appointments.
• Transcribe orders via fax.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Responded promptly to all customer inquiries regarding availability or schedule changes.
• Schedule and send letters for a diagnostic mammogram and ultrasound for a second opinion.
• Schedule breast MRI for patients who are high-risk and need to be monitored semi-annually.

Answer calls and emails in a prompt , friendly and professional manner.

*Input injured workers claim information into system to be assigned to an adjuster that will process the claim.

*Assist in finding a authorized provider for the injured worker to see based off the triage nurses recommendation.

* Schudule injured workers through telemedicine video consultation with medical providers.

*Guide injured worker to the waiting room; setting them up with telemedicine app creating a username and password.

• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
• Evaluated customer account information to assess current issues and determine potential solutions.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Addressed customer problems by researching and resolving concerns through effectively reviewing there policy contracts.
• Consulted with customers to determine best methods to resolve service and billing issues.
• Reviewed policies to establish and enforce rules when customers request information on their Long Term policies.
• Consulted with customers regarding Long Term Care needs, addressing policy concerns.

• Delivered exceptional customer service to all clients by effectively communicating information and actively listening to concerns.
• Answered calls per to answer customer questions.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Coordinated vendor services, including emergency repair, cleaning companies and contractors, to optimize handling of customer claims.
• Uploaded documentation and reports to corporate database system using spreadsheets to facilitate smooth claims processing.
• Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.

• Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Answered Eighty calls per dat to answer customer questions.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
• Developed insurance cross-selling opportunities in partnership with other business products.
• Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.

• Received service request for mutual funds, brokerage, or college savings plan from current members through in bound phone calls.
• Accurately fulfilled members request through appropriate channels.
• Provided members information on tax documents that would be generated based on previous years investment activity.
• Handled high net member request.

• Responsible for providing basic information on a members life insurance policy and Medicare supplemental policies.
• Responded to members inquires on billing and payments received.
• Acted as a liaison between our members and our complex team to communicate changes or adjustments made to their policies.
• Documented all conversations with members with a detail of inquires or complaints and action steps that were taken.