raquel perez

* Resolved escalated calls to member and provider satisfaction * Knowledgeable in Medicare, Medicaid, HMO, PPO and HIPPA policies * Monitored phone calls for quality and training purposes * High volume of inbound calls; 115-150 calls daily * Worked alongside supervisors to provide coaching to reps who continuously came up with low quality scores * Provided resources for reps who contacted to advisor hotline

* Scheduled and managed transportation for residents to various doctors’ appointments * Managed incoming and outgoing mail and faxes; monitored postage meters and packages delivered * Accounts payable; manage resident trust accounts * Assisted with Medicaid billing to the State of CT * Answered, transferred, and paged on multiple phone lines * Medical Records-thinned patient charts, closed out discharged patient charts, provided all necessary medical forms to nursing units, completed Medicare requests

* Inbound calls; 85-100 calls daily * Assisted customers with telephone issues such as static on the line, ringback, and loss of dial tone * Processed payments, scheduled service appointments, and updated contact information

* Sr. Specialist * Maintained QC reports for 25-35 reps working on various projects * Staged conference calls for discussions on major projects within Charter * Led team meetings, discussed updates and process changes * Updated job aids for all processes worked by Strategic Accts team * Handled escalations from team reps and guided customers through promotional offers * Promoted to Sr. Specialist in August 2014 * Strategic Accounts Coordinator * Worked on various projects and managed customer accounts * Maintained excellent individual productivity metrics * Communicated process changes and updates to other reps * Provided floor support to colleagues * Contract position to direct hire in June 2014