Service-focused customer service rep bringing unparalleled skills for those in need in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in Microsoft with 10+ years of expertise in related roles. Multi-talented Customer service rep consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
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Worked in call center environment , originally taking 85+ calls assisting individuals with completing applications for the Badgercare (family Medicaid)and then promoted to working with employers to assist in completing applications for the employees requesting medicaid benefits for families. successfully provided the reported the information provided in a timely manner providing call center calls from employers to provide insurance information about insurance offered by their individual companies. for this position took approx 30 calls per .
- Provided excellent service and attention to customers through phone conversations
- Handled all delegated tasks, including reporting all information in a timely manner a d sending information to the state case workers
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Collaborated in development of computer related procedures with the dept of health
- Earned reputation for good attendance and hard work
- Answered 30 to 85 calls per day to answer customer questions and assist with applications
- Worked with Individual customers to understand needs and provide insurance
- Managed parent support groups addressing topics such as positive discipline and parenting styles
- Worked with community resources to engage youth in pro-social activities and help families access services
- Conferred with clients to discuss options and goals for various services
- Met with clients to determine necessary services and make treatment recommendations
- Educated patients and loved ones about different treatment options and outside care approaches, reducing burden on hospital resources
- Manages caseload of 45 + individuals
- Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions
- Managed and provided leadership to help staff with direct and indirect patient care and telemetry monitoring
- Counseled caregivers and families on end-of-life planning and educated on patient care options
- Oversaw implementation of treatment programs, collaborating with management to implement smooth operation of all aspects of program and responding to any operational setbacks
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs
- Program Development: · 20 plus years experience in case management and therapeutic services. · Development of multiple outpatient and day treatment programs, dealing with issues of mental health, HIV/AIDS and substance abuse, resulting in individuals' success upon completion of programs. · Productive Case Management training for new employees. · Training Seminars for coworkers and people from other agencies. · Positive team member. · Processing and determining eligibility for individuals requesting state and federal benefits for the State of Wisconsin, such as Foodshare, Badgercare Core Plan for childless adults, Badgecare Plus for families, and Medicaid. Communication · Direct, concise and goal-oriented communication, both written and verbal, for the benefit of the individuals served, and service providers. · Efficient organizational skills, including ability to mutli-task and maintain easily accessible information for all. · Highly motivated and confident in ability to learn new skills and techniques. Case management · Operational case management and group facilitation supervision. · Provided Quality Assurance reviews quarterly to ensure HIPAA, federal and state guidelines are appropriately met. · Basic duties, such as assessments, intake, psychosocial assessments, treatment planning, service planning, group and individual counseling, and aftercare planning. · Experience in residential treatment, day treatment, outpatient and in-home services. · Experience in processing applications, renewals and change reports for benefits with State of Wisconsin, by phone and on-line, in a call center setting.
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School Attended
- University of Wisconsin - Madison
Job Titles Held:
- Evhi Analyst
- Family Service Advocate
- Case Management Specialist
- Case Manager/Counselor
Degrees
- Bachelor of Arts
- Completion of Nat'l Medical Training Certification Program
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