Customer Service Des Moines

Leslie E. Cason, Jr.

*** ** *** ******, *** *** Des Moines, Iowa, 50309 515-***-**** **********@***.***

Customer Service Professional

Medicaid Claims Resolving Member/Customer Issues Customer Service Expert Dedicated to Confidentiality Documentation In Satisfactory Manner Tech Support Telecommunications Appointment –Scheduling Sales and Marketing Team Player Coordination and Management of Projects

Employment History

Care Navigator United Health Care Des Moines, Iowa 04/2023-Present

•Engage members over the phone to complete a comprehensive needs assessment, including assessment of medical, behavioral, functional, cultural, and socioeconomic needs.

•Following up with discharge planning and manage/Coordinate Care Transition following ER visit, inpatient admission.

•Advocate for members and families as needed to ensure the member’s needs and choices are fully represented and supported by the health care team and Create a positive experience and relationship with the member

•Practice cultural sensitivity and cultural competence in daily care. Learn and listen to member needs and barriers to help promote self advocating. As needed, help the member engage with mental health and substance use treatment. Provide member education and health literacy on community resources and benefits to encourage self sufficiency.

Fraud & Claims Operations Representative Collabera/Wells Fargo Des Moines, Iowa 10/2022-1/2023

•Mitigate potential risks and fraudulent activity for our clients

•Support fraud and claims by proactively identifying opportunities, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity.

•Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim.

•Receive direction from managers and escalate non-routine questions.

•Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications.

•Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling

•Contact third parties for research

Customer Service Collabera/Wells Fargo Mortgage Specialist Des Moines, Iowa 3/2022-9/2022

•Participate assessing customer needs through financial consultation and offering products and services.

•Act as a liaison between various functional areas and customers to reach conclusions with the customer.

•Interact regularly with prospective customers regarding their needs, promotions, new products, services and, Provide information to managers, colleagues, and stakeholders related to Contact Center Sales function.

Customer Service/Support Moms Meals/Pur Foods Des Moines Iowa 1/2020-2/2022

•Handle inbound and outbound calls to our clients placing their meal order

•Input order information into the appropriate client order screen

•Address questions, and provide exceptional customer service

•Input order information into the appropriate client order screen

•Ensure all assigned clients are contacted and have an order on file

•Contact case managers via telephone, email, and/or fax when a special situation arises regarding one of their clients.

Customer Service-Agent Allied Global Des Moines Iowa 2/2019-12/2019

•Make outbound calls for Sirius to ensure Sirius Customers are getting the best value for the services they subscribe for.

•Sold and Upgraded Customers Sirius to high package.

•Demonstrate attention to detail and Possess excellent verbal communication and active-listening skills.

•Knowledge of Microsoft Windows required

Customer Service- Tech Support I Mediacom Communications/ DES Staffing Clive, Ia 10/2017-1/2018

•Troubleshoot and resolve service issues, and pricing and billing charges, solve technical problems for customers.

•Educate customers in the use of installed products, and service offerings.

•Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer database.

•Resolve customer complaints and situations calmly and courteously.

Benefit Counselor Open Enrollment Mercer Marsh, McLennan Companies Urbandale, Ia 7/2017-9/2017

•Support existing policyholders and, Respond to inquiries.

•Fulfilling customer requests and performing required administrative functions.

•Performs research, documents as appropriate, and responds both verbally and through writing. Also make outbound calls.

•Serves as a resource of information when attempting to retain existing business.

•Enter all information related to the call for tracking and reporting purposes.

•Develops relationships with both internal and external customers, Elevates reoccurring issues to management.

Care Coordinator/ Dispatcher Access 2 Care /Remedy Staffing West Des Moines, IA 4/2017- 7/2017

•Answer/handle incoming phone calls and emails in a timely manner Assist with coordination and management of team projects, set priorities.

•Copying, typing, faxing, sending/receiving and distribution of emails/documents.

•Interact with team members, other A2C department personnel, health plan personnel, health plan member’s medical providers/health care facilities and transportation providers.

•The Care Coordinator will also confirm eligibility, determining transportation requirements and mode of transportation. Utilizes scheduling software to manage recurring, short notice and future trips.

Employee Service Representative I ADP/Aerotek Staffing Des Moines, IA 01/2017-04/2017

•I administer and assist in coordination of leave in accordance with federal- and state-mandated regulations with ADP Company policies. I administer and assist in coordination of: Family and Medical Leave Act (FMLA), Short-Term Disability, Long-Term Disability Military Leave, Maternity/Paternity Leave, Sabbatical, Bereavement Jury Duty.

•I Calculated leave eligibility at the federal, state and level based on a worker's years of service, hours worked and other legal criteria.

•I Monitored leave activity and identify patterns of abuse.

Customer Service Representative MorphoTrust USA Des Moines, IA 05/2016 – 10/2016

•Provide appointment-scheduling services to applicants via phone, fax & web site.

•Provide excellent customer service.

•Provide basic answers to applicants with questions about fingerprinting processes.

•Provide basic problem solving for applicants with questions or problems.

•Provide follow up services such as faxing of receipts, forms, general information, and price sheets.

•Able to adhere to all company and departmental employment policies.

•Represents the company in a credible and positive manner.

•Responsible for upholding the principals of confidentiality as they relate to this position.

Customer Service Representative Iowa Medicaid Enterprise Des Moines, IA 11/2015 – 04/2016

•Assisted customers with accessing and updating account information

•Operated phone system, desktop computer, and Microsoft programs

•Provided customer with efficient and friendly service

•Maintained updated knowledge of member claims, billing procedures, hardship or deferment requests, MCO changes and tax form requirements

Route Sales Representative G and K Pleasant Hill, IA 04/2015 – 09/2015

•Built strong customer relationships with uniform-wearers and decision-makers by providing exceptional service, develop sales and marketing approaches to generate additional revenue from existing customers

•Delivered products and up sell services to a designated customer base within a geographic area

Education

Bachelor of Arts – Psychology Minor in Social Work Norfolk State University

Certifications

Life Coach Certification transformation Academy

Tax Preparation H & R Block

Testifying-in-Court Training Course Iowa Law Association

Mandatory Child/Adult Abuse Training State of Iowa

Certified Literacy Teacher Des Moines Area Community College

Art Therapy Training Lutheran Services of Iowa

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