Customer Service Murray Ut
Resume:
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JESSICA
AUSTIN
************@*****.***
Richmond, CA 94803
SUMMARY Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. I possess a progressive leadership style for an evolving business atmosphere and diverse workforce. I am self- motivated with a record of success in troubleshooting and problem resolution with extensive experience in the insurance industry.
SKILLS • Accounts Receivable
• Business processes
• Change management
• Coaching
• Contracts
• Clients
• Customer Service
• Customer care
• Database
• Delivery
• Direction
• Fax
• Forms
• Government
• Hiring
• Insurance
• Team Lead
• Leadership
• Marketing
• Medical Terminology
• Mentoring
• Navigation
• Problem solving
• Quality
• Receptionist
• Researching
• Supervisor
• Telecom
• Telephone
• Phone
• Written
• Database management
• Patient rapport
• Medical terminology
• Insurance terminology
• Insurance plan verification
• Organizational skills
• Critical thinking
• Multitasking
• Conflict resolution
• Active listening
• MS Office
• People skills
• Organization
• Basic math
• Analytical
EXPERIENCE SENIOR POLICY SERVICE ANALYST 05/2021 to 06/2021 Sentinel Security Life - Salt Lake City, UT
• Maintained accuracy and confidentiality for all client data by observing strict corporate and federal regulations.
• Followed specific security rules and guidelines to protect sensitive data, including patient medical records and payment card information.
• Updated all patient and insurance data regularly and carefully inputted changes into company's computer system.
• Recognized by management for providing exceptional customer service.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Skillfully and patiently explained coverage options to policyholders, answering any questions or concerns.
• Reviewed insurance inquiries, working effectively to accommodate various requests to build agency's reputation as service provider.
• Cultivated professional relations to establish long-term profitable partnerships.
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• Drove insurance sales through partnerships with financial advisors, agents, and development of new clientele.
• Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
• Monitored clients' insurance coverages to ensure changing needs were met.
• Juggled multiple projects and tasks to ensure high quality and timely delivery.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Completed diverse tasks on daily basis to serve customer needs, including processing and managing transfers, rollovers, annuity distributions, and death claims. ELIGIBILITY AND ENROLLMENT PROCESSOR/SUPERVISOR 01/2018 to 03/2020 Southwest Service Administrators - Murray, Utah
• Provide high quality customer service to all Fund members by documenting telephone, written and walk-in inquiries regarding benefits, or claim status in an efficient prompt and professional manner.
• Respond to and resolve complex issues, including those escalated by members.
• Serve as primary, daily contact to clients on delivery of services.
• Resolve complex plan provision questions and issues addressed.
• Raise issues as appropriate to Team Supervisor or Department Manager.
• Learn and use professional excellence tools and concepts to ensure efficient and quality output/service delivery.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
CASE MANAGER/UNDERWRITING ASSISTANT 10/2014 to 11/2016 Crump Life Insurance - Salt Lake City, Utah
• Prioritized calls, messages and email to smoothly manage case-related communications.
APPOINTMENT REP /MARKETING SUPERVISOR 02/2012 to 08/2014 MD Navigate - Salt Lake City, Utah
• Team Lead of 12-16 Referral Agents.
• Job responsibilities included weekly quality evaluations, bi- weekly one on one meeting with agents to discuss quality, production effectiveness and ongoing development.
• In this role I was accountable to provide system navigation and direction to Referral Agents.
• Researched and completed complex issues and handle the appropriate resolution and changed business process as necessary.
• Provided coaching and mentoring to Referral Agents and provided additional training as needed.
• I was also part of the team who lead the interviewing and hiring process for the Appointment Rep 1 position.
• Partnered with Marketing Coordinators and Directors to build events and enrollments for the Mountain Division.
• Assisted in providing input and developing/testing of new software platform for all 5 National Contact Centers across HCA.
• Partnered with Mountain Division Telecom managers to build new queues for expanding Marketing and Referral lines.
• Regence BlueCross and BlueShield of Utah Customer Service Ambassador/Resource Desk Help Line/Hiring Project.
• Created and improved materials for marketing and branding strategies.
• Measured and reported on marketing campaign performance, gained insights and compared results against goals to identify strengths and weaknesses. CASE MANAGER 06/2005 to 02/2012
Salt Lake City, Utah
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• For National Accounts.
• Managed a Portfolio of 150-200 Cases.
• Completed Initial Underwriting for Impaired Risk clients seeking to obtain a life insurance Policy.
• Responsibilities included the following:
• Receive and review new insurance applications for missing information, i.e., forms, signatures, policy criteria, etc., prior to submission to the insurance carrier.
• Order, and review underwriting requirements including Attending Physician Statements, Inspection Reports, Motor Vehicle Reports, supplemental forms and other medical requirements for submission to the carrier.
• Conducted regular follow-up via phone primarily and email and/or fax secondarily, on all outstanding underwriting requirements.
• Organized and prioritized workload to ensure case was processed, issued, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately.
• Maintained internal processing database to document work activity and communication on all assigned cases.
• Acted as a conduit for all issues associated within a case to include coordination with all internal departments.
• Responsible for reviewing issued insurance policy for accuracy before mailing to insurance agent.
• Follow-up with insurance agents on policy delivery requirements, including application amendments, health statements, insurance premium etc., to ensure policy is placed within a specified timeframe., Responsible for providing system navigation and direction to customer service specialists.
• This Role consisted of researching complex issues to determine the appropriate resolution as well as any necessary changes in business processes in accordance with corporate contracts, company policy and government regulations.
• Provided coaching and mentoring to member services staff along with additional training and performance as needed.
• Assisted with interview and hiring process for the Customer Service Specialist position.
• Successfully led a web support team that consisted of live help, and email correspondence to assist members with plan questions and navigation of myregence.com Designed and Implemented Member Service Ambassador Microsite to important documents for the role to maintain consistency and accuracy.
• Led initiatives to improve process efficiencies and consistency across multiple locations and departments.
SPECIALIST 01/2005 to 01/2006
• Accountable to provide exceptional customer care by navigating members through the healthcare system.
• Utilized problem solving abilities to solve complex inquiries and support several lines of business.
• Key Achievements: Co-lead a committee of peers to support change management and morale of team Supported leadership team by mentoring peers in member experience and problem solving Received multiple awards for exceptional service to customers and internal contacts.
SUPERVISOR, KEY ACCOUNT MANAGER
Motor Cargo Inc - Salt Lake City, UT
ADMINISTRATIVE ASSISTANT/CUSTOMER RELATIONS
Hunter Douglas Intermountain, Murray UT - Salt Lake City, UT
• (Receptionist/ Accounts Receivable/Marketing Program Support). EDUCATION AND
TRAINING
Utah Career College
Medical Terminology
2003
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Snow College
Associates of Science
1998
IHHP
Situational Leadership, Ken Blanchard
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