Deborah Graham
Customer Support I Representative at VSP Global- Claim this Profile
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Bio
Judy Fenwick
I have worked with Debbie for the past 10 years. She mentored me as a new advocate. I admire her work ethic and dedication to the people she services and the teams she supports. She strives to do her best every day, often exceeding expectations through her superior problem solving abilities. Her expertise of plan knowledge and claims processing makes her a valuable member of the team, who is also viewed as a subject matter expert for many different healthcare topics. Not only has she successfully mentored new colleagues, she has managed people who supported benefit hotlines and worked on projects to streamline tools so that colleagues can retrieve information more efficiently, in order to provide accurate and complete counseling to customers.
Judy Fenwick
I have worked with Debbie for the past 10 years. She mentored me as a new advocate. I admire her work ethic and dedication to the people she services and the teams she supports. She strives to do her best every day, often exceeding expectations through her superior problem solving abilities. Her expertise of plan knowledge and claims processing makes her a valuable member of the team, who is also viewed as a subject matter expert for many different healthcare topics. Not only has she successfully mentored new colleagues, she has managed people who supported benefit hotlines and worked on projects to streamline tools so that colleagues can retrieve information more efficiently, in order to provide accurate and complete counseling to customers.
Judy Fenwick
I have worked with Debbie for the past 10 years. She mentored me as a new advocate. I admire her work ethic and dedication to the people she services and the teams she supports. She strives to do her best every day, often exceeding expectations through her superior problem solving abilities. Her expertise of plan knowledge and claims processing makes her a valuable member of the team, who is also viewed as a subject matter expert for many different healthcare topics. Not only has she successfully mentored new colleagues, she has managed people who supported benefit hotlines and worked on projects to streamline tools so that colleagues can retrieve information more efficiently, in order to provide accurate and complete counseling to customers.
Judy Fenwick
I have worked with Debbie for the past 10 years. She mentored me as a new advocate. I admire her work ethic and dedication to the people she services and the teams she supports. She strives to do her best every day, often exceeding expectations through her superior problem solving abilities. Her expertise of plan knowledge and claims processing makes her a valuable member of the team, who is also viewed as a subject matter expert for many different healthcare topics. Not only has she successfully mentored new colleagues, she has managed people who supported benefit hotlines and worked on projects to streamline tools so that colleagues can retrieve information more efficiently, in order to provide accurate and complete counseling to customers.
Experience
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VSP Vision
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United States
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Hospitals and Health Care
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700 & Above Employee
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Customer Support I Representative
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Apr 2018 - Present
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Alight Solutions (formerly Aon Hewitt)
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Lincolnshire, IL
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Advocate III
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2015 - Dec 2017
Resolve client issues for HR company providing benefits administration; partner with Specialists and managers to ensure proper process adherence, resolution of client issues, reviewing of cases, and address escalated issues. Act as SME, assisting Specialists with benefit and healthcare policies, including Medical, Dental, Vision, Dependent Care Reimbursement Accounts, Healthcare Reimbursement Account, Health Spending Account, Flexible Spending Account and Pharmacy plans. Partner with new hires to provide coaching and mentoring, provide trainings on client plans and services, and customer service best practices; successfully assist new Advocates quickly get up to speed and provide accurate and high quality service. Review issues over 2 months old, determine appropriate research and resolution actions, and work with team to follow up with clients on next steps; ensure issues are resolved in a quick and efficient manner. Investigate operational issues and inefficiencies, developing process improvements related to issue resolution through checklists, tracking work assignments and database, and administration of SharePoint database; actions allowed for more consistent levels of service, balanced workload, and up to date, organized policy documentation. Support annual enrollment process, overseeing 15 contractors; management allowed for very satisfied customer and 5 year contract extension. Lead special projects, including launch of Annual Enrollment Hotline, with updated trainings, documentation, and call routing; new hotline enabled for smooth handling of large volume of calls, and improvements in accuracy and customer service. Work with managers to review service levels, workload, recurring issues, and employee development opportunities; coach managers in training, mentoring, and conflict resolution actions. Promoted from Advocacy Specialist II due to high performance and serving as lead on multiple clients, acting as SME.
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Aon
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United Kingdom
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Financial Services
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700 & Above Employee
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Advocacy Specialist I/II
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2005 - 2015
Directly resolved complex claims and access-to-care issues for 50 clients via phone weekly; assisted clients navigate benefits portals and information, and followed up as needed. Proactively monitored department email and voicemail boxes to triage and resolve incoming issues; handled escalated calls and acted as single-point-of-contact for high-profile accounts. Directly resolved complex claims and access-to-care issues for 50 clients via phone weekly; assisted clients navigate benefits portals and information, and followed up as needed. Proactively monitored department email and voicemail boxes to triage and resolve incoming issues; handled escalated calls and acted as single-point-of-contact for high-profile accounts.
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Trustmark Insurance Company
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Benefits Administrator
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1996 - 2005
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