Compassionate and dedicated Customer Service Professional with over 10 years of experience who exemplifies Integrity and contributes to company success. I am motivated to provide First call resolutions and overall exceed the callers expectations. I have a passion for people and a desire to help them to my fullest ability.
Inbound:Use VCC dialer system to answer incoming calls, use active listening skills to determine the type of assistance the members need while documenting required information into computer systems.
Outbound: Use the Aspect or Avaya dialer to make outbound calls to advise members on plan changes and or plan details.
Help guide and educate members about their benefits and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choose a quality care provider.
Provide accurate and appropriate information in response to member inquiries.
Build member loyalty by placing follow-up calls for members who report issues.
Make reasonable procedure exceptions to accommodate unusual member request.
Own the problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
Intervene with care providers on behalf of the members to assist with appointment scheduling or connections with internal specialists for assistance when needed.
Provided direct support to individuals with intellectual and physical disabilities.
Including but not limited to total support with personal hygiene, oral care, dressing, feeding and repositioning.
Checked individuals vital signs daily and document as required.
Provided documentation concerning responses or reactions to medications and changes in the individuals behavior.
Supported each individual by providing Skill building, support with hygiene and self care.
Daily living activities and support with mealtime, provide transportation and support during outings.
Readand follow the Individual Service Plan/Person Centered Plan for each Individual. Implemented training objectives and activities/outcomes according to the ISP/PCP.
Administered medication to Individuals as prescribed and documented.
Completed required paperwork for each individuals daily activities according to established Agency guidelines.
Noted any Medical or behavioral changes or any changes in medications.
Completed and submitted all documentation promptly as required by the supervisor.
Reported any emergencies, injuries and aggressive behavior of the individuals to the supervisor.
Relocated as need to other group homes when circumstances warranted.
MR Waiver Certification, CPR and First Aid Certification, Mandt Certification, Medication Administration Certified, Hoyer lift trained.
Answered inbound calls for faith based, non-profit, commercial, political and health organizations
Processed product orders, fundraising, special events and reservations
Used the intranet trainer, green screens and web based applications to obtain information for customers.
Processed refunds or transfers as requested.
Provided referrals to other community resources
Maintained and updated the customers accounts.
Accessed the IVR retrieval system to obtain customer orders and made call backs to ensure total customer satisfaction.
Checked for daily updates, account and policy changes to ensure that regulations are maintained.
Cross sell or upsold products or services based on the customers needs
Provided prayer or consultation as needed or requested
Proficient in AS400, Donor Ware, Microsoft Excel, Spreadsheets, Dasco
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