Stacey Fisher

• Supervised team of client advocates to enhance customer support quality and maintain service standards.
• Coached, provided feedback, and trained team members to elevate performance and service delivery.
• Handled escalated customer concerns with professionalism and efficiency, achieving high resolution rates.
• Collaborated with leadership to pinpoint process improvements and streamline communication workflows.
• Analyzed performance metrics and prepared weekly reports for senior management.
• Recognized for strong leadership, empathy, and ability to de-escalate complex client issues

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• · Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offering ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim. Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed

• Answer inbound calls from members and quickly identify reason for the callGuide members to wellness by answering questions and concerns related to eligibility, claims, appeals and grievances, coordination of benefits, prior authorizations, pharmacy issues, finding primary care providers, behavioral health providers, specialists, dentist and vision health