PHYLLIS

Delivered actionable roadside assistance solutions via phone and chat.

Processing payments for membership transactions.

• Handled basic and routine customer service inquiries and problems via telephone, internet, or written correspondence
• Documented and tracked contacts with members, providers, and plan sponsors
• Guided members through plan benefits, Aetna policies, and procedures, creating emotional connections
• Educated providers on self-service options and assisted with credentialing/re-credentialing issues
• Utilized the customer service threshold framework to make financial decisions and resolve member issues

• Coordinates follow-up care plan needs for members by scheduling appointments or enrolling members in programs
• Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims

• Assisted customers with diverse technical support needs for a range of devices
• Managed overdue payment tickets and ensured customer satisfaction