Vanessa Cowan

I help implement current compliance standards and guidelines by auditing WellCare PMT agents' calls and providing coaching to help improve call quality and compliance. In addition, I respond to appeals within the appropriate time frame, log calls into our Excel sheet, and meet the end-of-month quota as assigned by leadership. All while aiming to maintain a variance under 3%, which ensures alignment with the carrier's expectations.

I previously worked as a licensed insurance agent, taking inbound and outbound calls. I educated potential clients on insurance options by recommending the type and amount of coverage based on an analysis of the customer's circumstances. I also established trust with clients by leveraging knowledge of company insurance products and through transparent communication regarding policy costs, coverages, and eligibility while remaining compliant and ethical.

As a healthcare account specialist, I assisted individuals in managing their healthcare savings and flexible spending accounts. In this position, my role was to check balances, file fraud and dispute reports, replace lost/stolen cards, offer online banking access assistance, protect accounts by implementing UMB protocol, and authenticate each caller to ensure no sensitive information was leaked. I also upheld compliance, resolved problems by performing both routine and complex updates, and maintained quality and service standards.

I assisted clients with enrolling in products such as PDPs, MAPDs, and MA plans. As an Enrollment Specialist, I presented and sold prescription drug plan products to clients, listened to and understood customer needs, complied with CMS guidelines, and reached out to potential clients to schedule appointments.

My objective was to assist the Compliance Manager in monitoring and maintaining customer satisfaction and CMS compliance with every call made by Select Quote Senior agents. I accomplished this objective by listening to and scoring calls using the Select Quote scorecard and other assessment tools, sitting alongside agents as they enroll customers, and providing coaching to improve call quality and compliance.