As a learning specialist in an health care account, I conduct new hire and upskill training focused on US heathcare processes, insurance policies and HIPAA compliance. I monitor trainees progress through coaching, side by side call listening and knowledge checks. I also provide refresher and performance improvement plans for tenured agents to meet the quality and compliance standards.
As a Customer Service Representative, I handle inbound calls related to health insurance claims, eligibility, benefits, billing inquires. Part of my responsibilities to make sure that all interactions with the customers are properly documented in CRM system. I escalate complex and urgent concerns to apppropriate department for best solution. I make sure to meet and exceed quality, accuracy, and customer satisfaction. Also stayed updated on policy changes and compliance requirement to ensure accurate information delivery.
