Jessica Floyd

• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
• Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.

Tracked progress and completion of prescription orders.

Addressed discrepancies in claim summary information.

• Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
• Conducted regular client follow-ups, strengthening positive rapport while gathering valuable feedback on areas for improvement.
• Reduced customer complaints through timely resolution of issues and proactive identification of potential problems.
• Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
• Guided customers in selecting suitable health benefits.

• Researched and resolved billing discrepancies to enable accurate billing.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Worked with multiple departments to check proper billing information.
• Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Explanation of benfit choises
• Provided detailed HSA, PPO, and HRA explanations.