Associate

• May 2022 - Present

Senior Customer Service Lead

• Jul 2020 - May 2022

Developed a People First culture that allows associates to grow and succeed Be a visible and accessible resource for Care Center and Retail Associates including answering product related questions, clarifying SOP’s and providing guidance as needed Monitor potential performance and coaching opportunities Contact vendors directly for any outstanding orders on behalf of the customer while maintaining internal/external partnerships Establish and maintain effective relationships with associates, peers, and managers within the organization Service all escalations and provided assistance on the carebot platform for associates requesting assistance with questions Lead through example by performing department tasks safely, correctly, and quickly; demonstrating integrity and acting in a responsible and accountable manner Proactively communicate care center, brand, policy and procedure information/updates to care center and retail field

Medicaid Eligibility Specialist

• Jun 2019 - Mar 2020

Retain knowledge of federal and state Medicaid eligibility regulations related to Long Term Care. Capable of explaining complicated Medicaid policy to applicants/ beneficiaries/authorized representatives; general public; attorneys; social workers; administrators; and other interested parties. Expertise and comprehensive knowledge of the Medicaid eligibility process related to the research and analysis, and the spend-down of financial instruments, including but not limited to bank and investment accounts. Proficient in researching and analyzing real property deeds, estates and burial arrangements. Proficiency in understanding and explaining Supplemental Security Income (SSI) related policy and Medicare policy related to long term care living arrangements. Direct appropriate referrals to the Medicaid policy and legal divisions

Open Enrollment Specialist

• Aug 2018 - Mar 2019

Serves as primary point relationship owner for assigned clients, including Benefits Administration and Annual Enrollment. • Supports / oversees the data gathering, requirements analysis and ADP project management activities associated with the maintenance of WFN/HRB and related interfaces/connections during the client's annual enrollment period. • Coordinates and manages Benefits Administration and Annual Enrollment tasks, including coordination with back-office and off-shore teams to supplement execution of tasks/activities. • Secures / updates / confirms appropriate information / materials from enrollment-related internal and external sources (e.g., brokers, carrier account managers, client leadership, etc.) to support the configuration of the WFN/HRB application and associated integration/connections resulting in a successful annual enrollment event.

Medicaid authorization intake coordinator

• May 2016 - Jul 2018

Respond to inbound pharmacy/customer/provider calls or faxes Enter authorizations for inpatient and outpatient services and provide status of any existing authorizations and determining if authorization is required Ensure operational competencies/performance metrics Manage admission/discharge process while maintaining the HIPAA guidelines and regulations Knowledge of Medicaid and Medicare guidelines Completion of cases in specific timeframes as required by federal regulators Correct authorizations based on daily error reports

Information Technology Help Desk Support

• Sep 2017 - May 2018

• Provided excellent customer services by supporting a wide range of technical and network solutions. • Gather and analyze information about the users issue to answer questions about installation, operations, configuration customization and usage of assigned products to determine the best way to resolve their problem. • Solutions include: uninstalling/reinstalling software applications resolving username and password problems, verifying proper hardware and software setup, resolving network connectivity issues and troubleshooting email issues. • Assisted with navigating around application menus which may have required remote access to customer computers.

Branch Coordinator

• Nov 2014 - Jan 2016

Provided reception services as first point of contact including telephone reception and in-person. Performed a number of processing duties for the branch as necessary including, but not limited to working with intakes, reviewing ACIS screens to assist customers with billing issues; and confirming deliveries. Handled request from the Billing Center for audit/documentation purposes. Assist with Respiratory Therapist schedules and supporting Oximetry Coordinator functions Provided reception services as first point of contact including telephone reception and in-person. Performed a number of processing duties for the branch as necessary including, but not limited to working with intakes, reviewing ACIS screens to assist customers with billing issues; and confirming deliveries. Handled request from the Billing Center for audit/documentation purposes. Assist with Respiratory Therapist schedules and supporting Oximetry Coordinator functions

Senior Customer Service Agent

• Jun 2006 - Aug 2008