Experience

CADDIS

• United States
• Real Estate
• 1 - 100 Employee

• Customer Service Representative

  • Dec 2021 - Present



Principal Financial Group

• United States
• Financial Services

• Senior Member Service Representative/Quality Reviewer/Help Line Representative/Research Team

  • Nov 2003 - Dec 2021

  Balanced workload among virtual team, including delegating and monitoring progress.Completed service observes and quality checking in a timely manner, and delivered tactful and constructive coaching in clear and effective manner.Provided mentoring, coaching, leadership, and education to individual team members to improve their quality and customer service. Including formal training for new policies and procedures. Turn strategy and plans into results and consistently deliver aggressive performance goals. Quote benefits accurately and appropriately to avoid potential impact to claim payment.Answer customer inquiries in an efficient manner, including problem solving and resolving customer complaints. Serve as a technical resource for internal staff, so that they could accurately assist the customer with benefits, authorizations, and eligibility. Comprehensive knowledge of Medical/Dental terminology, FSA, HSA, HRA, Health/Dental/Vision insurance, including state and federal mandates.Research Team• Respond promptly and accurately to broker inquiries by phone and email regarding member and group level changes; assist them with inquiries regarding group account customer policies including billing and delinquency. • Work closely with a team of customer service experts to support our brokers.• Develop strong partnerships with our Elite and Platinum brokers with the common goal of meeting our customers servicing needs.



Associated Third Party Administrators

• United States
• Environmental Services

• Medical/Dental Claim Examiner

  • Mar 2001 - Dec 2002

  Responsible for the overall satisfaction for multiple self-funded customers. Primary contact for Union members, including meeting with them to resolve claims issues or direction. Responsible for processing medical/dental claims while consistently exceeding all quality and service time requirements. Responsible for the overall satisfaction for multiple self-funded customers. Primary contact for Union members, including meeting with them to resolve claims issues or direction. Responsible for processing medical/dental claims while consistently exceeding all quality and service time requirements.

• Medical/Dental Claims Examiner

  • Oct 1994 - Mar 2001

  Consistently exceeded all quality and service timing requirements.Responsible for processing medical, dental, vision, FSA and prescription drug claims.Participated in finalist presentations to potential clients, implementations, and renewals of current clients. Consistently exceeded all quality and service timing requirements.Responsible for processing medical, dental, vision, FSA and prescription drug claims.Participated in finalist presentations to potential clients, implementations, and renewals of current clients.