Chicago, Illinois, United States
Provided targeted personalized service based on a holistic view of the member, benefit health information through engagement. Handles customer service inquiries and concerns via telephone, chats and/or emails. Engages, consults and educates members upon the member's unique needs, preferences and understanding of Health & Welfare supplemental benefit plans and tools and resources to help guide the member along a clear path to healthcare.
Provided concierge based phone support to new and existing constituents regarding ASCP certification, re-certification and membership. Order entry of payments for membership dues, teleconferences, subscriptions, meeting, books and continuing education products into Personify database. Responded to customer inquiries via phone, email and chat lines and properly document each interaction into the CRM tracking system. Liaised with other departments to resolve technical discrepancies and payment issues. Provided web site navigation assistance to customers.
Review and monitor call center statistics in order to maintain high service levels. Set goals for call center representatives concerning call and quality metrics. Developed call center procedures and training manuals Implemented call center performance standards and expectations, thereby reducing abandoned rate by 10%. Implemented recognition incentives, enhancing employee morale and productivity. Ensure compliance to all departmental policies and procedures and communicated same to staff. . Trained and hired call center representatives and facilitated in continuously improving process
Responsible for verifying and establishing eligibility for applications for energy assistance to low-income families. Managed post-intake functions of various energy program applications Troubleshoot problem applications in enrollment, delinquency and re-certification Conduct follow up on applications pending additional information Worked directly with utility vendors to resolve enrollment, billing and payment issues Handled customer inquiries via phone and written complaints Provided individual customer service to walk-in clients to resolve inquiries Provide customers with referrals to community based partners and agencies Perform intake functions during peak enrollment periods
Managed several units within the Claims Operations departments- Distribution Center, Document Retention Center, Receptionist area, Repricing Unit and Provider Maintenance Unit.