Customer Service Rep
October 2008 — Present
Answered calls from Humana members, providers and brokers regarding Medicare benefits, claims, enrollments, and pharmacy in a timely manner and with high quality
Helped members understand pharmacy and medical claim issues; health care options; ordered id cards, summary of benefits and directories; pharmacy authorizations; scheduled and changed payment options; PCP changes; processed disenrollments and cancellations; updated low income subsidy information, etc.
Sent inquiries to the grievance and appelals for expedited appeals
Documented the call in the database Customer Care Portal 2 (CCP2)
Researched inquiries utilizing Customer Interface (CI), CAS, and the Premium Billing System (PBS)