Member Advocate Service

Crystal Jeffries

Pittsboro, IN ***** • 317-***-**** • ************@*****.***

Professional Summary

Dynamic and detail-oriented Member Advocate with a proven track record at Centene, adept in problem-solving and office administration. Excelled in enhancing member satisfaction and loyalty through effective communication and meticulous record-keeping. Skilled in Microsoft Office Suite and demonstrating exceptional professionalism, I significantly contributed to improving operational efficiency and member service quality.

Experienced with member advocacy, focusing on resolving member concerns and enhancing satisfaction. Utilizes strong communication and problem-solving skills to navigate complex situations effectively. Track record of building meaningful relationships and fostering teamwork to achieve successful outcomes.

Skills

Complaint processing Problem-solving abilities

Multitasking Reliability

Detail Oriented Professionalism

Time management abilities Answer telephones

Confidentiality

Work History

Member Advocate, 07/2016 to Current

Centene – Pittsboro, IN

Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.

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Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.

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• Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.

• Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.

• Developed strong relationships with members, fostering trust and loyalty to the organization.

• Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.

• Educated members on available resources and services, increasing their engagement with the organization.

• Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.

• Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.

• Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.

• Answered telephone calls to offer office information, answer questions, and direct calls to staff.

• Answered telephone calls from members approximately anywhere from 20-50 calls per day. Customer Service Representative, 01/2013 to 06/2016 Indiana Medicaid Office – Beech Grove

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Was responsible to answer between 30-60 calls a day to help individuals with applying to understanding there health benefits and food benefits.

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Education

Associate of Applied Science: Accounting

Indiana Institute of Technology - Fort Wayne, IN

• Dean's List

Bachelor of Science: Business Administration

Indiana Institute of Technology - Fort Wayne, IN

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