Experienced Member Advocate in Healthcare Support
Resume:
Janna Barfield
Experienced Member Advocate Healthcare Service Representative
Able to de escalate customers with empathy, active listening and care While achieving high-call volume proficiency
*** *ebo Lane
Lakeland, FL 33813
************@*****.***
EXPERIENCE
Nations Benefits- (Plantation,FL) remote Member
Experience Advisor
March 2022-May 2026
Member Experience Advisor assisting members with all over the counter benefits via various medicare and dual caid-care health plans for benefits including but not limited to dental,vision, hearing, groceries, over the counter,transportation,personal emergency response systems, and post discharge chronic meal delivery.
Cognizant Healthcare Solutions- (remote) HealthCare Advocate
10/2021-02/2022
Answering inbound member calls regarding dental, vision benefits. provider listing, assisting in making appointments with participating locations.Benefit education. Coverage counseling
Maximus Federal Contact Center Operations-(Tampa, FL) Dual Medicare/Medicaid Customer Care Agent Marketplace 09/2020-10/2021
answered incoming calls from customers regarding application for healthcare via the Marketplace, coverage education,data entry, active listening/ask probing questions to best determine and meet customer needs EDUCATION
Polk State College
May 1995-June 1999
Associates of Arts Business Administration
George Jenkins High School Lakeland, FL
Aug 1993-May 1995
High School Diploma
SKILLS
Proficiency Microsoft
Office Suite
Specialty in
Healthcare Business
Practices & Policies
Retention Counseling
AS400 Proficient
Multi-Line System:
Outbound & Inbound
Typing Over 35 wpm
Adaptability
Remote Working
experience
Medical Terminology
various EMR/EHR
systems
patient/customer
de-escalation
Experience:
Over ten years of
employment within the
customer service industry
with a specialty in healthcare
business and billing practices,
my experience and knowledge
include moderating diverse
situations, operating
programs, resolving difficult
scenarios, relating with
people of various
backgrounds,exhibiting
professionalism, and most
importantly 1 call resolution.
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