Billie (BJ) Bauer
Joplin
Summary
Compassionate Medicare Advantage Specialist with a proven track record of delivering exceptional support and fostering positive client relationships. Expertise in navigating collaborative remote work environments, utilizing strong communication and problem-solving skills to enhance team performance. Proficient in interpreting complex eligibility, claims, and benefit inquiries while ensuring full compliance with CMS regulations. Dedicated to driving customer satisfaction and operational efficiency, with a strong ability to adapt to the evolving needs of a dynamic organization.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Broad-Path
Arizona
06.2022 - Current
- Resolved customer inquiries through various communication channels, enhancing satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Trained new team members on best practices for customer interaction and system navigation.
- Implemented feedback mechanisms to gather customer insights, driving continuous service improvement initiatives.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
SME
Broadpath
Remote
2022 - Current
- Ensured compliance with HIPAA regulations while delivering exceptional service to Medicare Advantage members.
- Directed resolution of escalated customer issues, ensuring professionalism and empathy throughout the process.
- Conducted regular team meetings to communicate updates, share best practices, and address any concerns or challenges faced by the team members
- Provided ongoing coaching & mentoring support including side-by-side monitoring & feedback sessions
- Demonstrated excellent problem-solving skills by resolving customer complaints and issues in a timely and satisfactory manner
- Mentored new hires, providing training on company policies, procedures, and best practices for delivering exceptional customer service
Customer Service Representative
Self Employed
Remote
03.2017 - 07.2022
- Achieved high levels of customer satisfaction through effective conflict resolution and data entry. Enhanced sales performance by utilizing customer service expertise across various contract roles.
Customer Service Representative
eviCore healthcare
Colorado Springs, CO
11.2018 - 08.2019
- Managed communication and documentation for prior authorizations, enhancing operational efficiency in healthcare delivery.
Family Support Partner
Mission Possible
Colorado Springs, CO
2012 - 2014
- Achieved effective management of juvenile justice system involvement for families through targeted support. Delivered vital resources and surrogate assistance to meet system expectations. Fostered family autonomy in process navigation by providing extensive training and support.
Advisor 1 Claims Processor
Concentrix Services US, Inc
Greenville, SC
2017 - 2018
- Managed comprehensive review and processing of Medicare health insurance claims, facilitating efficient service delivery for Aetna members and providers.
Education
Bachelor's - Healthcare Administration
Brighton College
05-2028
Skills
- Skilled in Windows operating system
- Typing
- Documentation review
- VMWare
- Microsoft Office
- Medicare Advantage Member support specialist
- Communication skills
- HIPAA
- Computer skills
- Call Center
- Phone etiquette
Certification
- Auto Producer/Agent
- August 2018 to July 2021
- State Licensed in the State of Colorado to sell Auto Policies
Additional Information
- Book Club Leader- 2010-2012
- Parent Volunteer Leader
- I led 6th -8th grade girls in a book club. Led discussions about chosen books and provided a support group for the members.
- PTO Secretary- 2009-2011
- Was Parent Volunteer Secretary for the Parent Teacher Organization
- Volleyball Coach- 2011
- Volunteer Parent Coach with 5th and 6th grade girls with Woodland Park, Parks and Rec
- Cub Scout Leader 2009-2011
- Led first and second grade boys in Cub Scout activities.
- Girl Scout Leader 2008-2009
- I led kindergarten to 5th grade girls in Girl Scout activities.
- Wrap Training 2012
- Substance Abuse Symposium May 2012
- Suicide Prevention Presentation May 2012
- Family Representative for IOG meetings Teller County Dec 2011-Nov 2012
Timeline
Customer Support Specialist
Broad-Path
06.2022 - Current
Customer Service Representative
eviCore healthcare
11.2018 - 08.2019
Customer Service Representative
Self Employed
03.2017 - 07.2022
SME
Broadpath
2022 - Current
Family Support Partner
Mission Possible
2012 - 2014
Advisor 1 Claims Processor
Concentrix Services US, Inc
2017 - 2018
Bachelor's - Healthcare Administration
Brighton College