Stephanie Miller

Answer incoming calls from members Document customer interactions Escalate complex or unresolved issues to leadership. Follow up with customers to ensure their issues have been resolved. Provide guidance and support to customer service representatives Monitor my performance metrics to ensure I meet quarterly goals. Serve as a subject matter expert on Medicare products and services to assist in new hire training Implement first call resolution at a high level. Assist in listening lounges, coaching's as well as chair sides. Support the Escalation Line, answer inquiries, research, and address updates.

Answer incoming calls from members in a pleasant and professional manner Document customer interactions and maintain accurate records of all calls Provide accurate information about plan benefits, enrollments, claims, Id cards, PHI updates and provide other options on how benefits can be accessed. Resolve customer inquiries in a timely and efficient manner. Adhere to call center scripts and protocols to ensure consistent customer service. Participate in ongoing training and development to improve my customer service skills and knowledge.

• Responsible for the oversight of a group home, this includes budget and records keeping, scheduling staff, assessment of residents, and assisting individuals with their self-help, daily living, and communication skills.

• Helping with daily living skills, assisting with personal care, transporting to day programs, completing household chores, and promoting independence.