Jordan Crane
Palmyra
Summary
I am a hardworking, detail-oriented, dedicated eCA (Electronic Customer Advocate) with a proven track record in resolving member concerns, mentoring new hires, and maintaining detailed records. I have over 7 years of experience in member support, benefits, claim and appeal processing as well as providing mentoring support to my peers.
Overview
9
9
years of professional experience
Work History
Electronic Customer Advocate
Health Care Service Corporation
Quincy
04.2019 - Current
- Managed high-volume appeal requests, ensuring accuracy and compliance with all procedures.
- Reviewed and processed appeals for benefit claims and eligibility determinations.
- Assessed appeals and grievances to determine eligibility for reconsideration or review.
- Assisted in training new representatives on appeal processes and procedures.
- Mentored new hires, enhancing their techniques for effectively assisting members with inquiries.
- Provided constructive feedback and positive reinforcement to keep new hires motivated.
- Collaborated with team members to resolve member concerns, improving overall member satisfaction.
- Provided member support through phone and email channels.
- Recorded detailed notes in member accounts for future reference and follow-up.
Customer Advocate
Health Care Service Corporation
Quincy
04.2017 - 04.2019
- Resolved member complaints using effective communication and problem-solving techniques.
- Managed member inquiries about health benefits and services, ensuring clarity and understanding.
- Conducted research on member issues to ensure accurate resolutions.
- Researched member inquiries to ensure accurate resolution of their issues.
- Documented comprehensive notes in member accounts to facilitate future interactions.
- Escalated complex cases to appropriate teams for timely resolution.
- Resolved issues with benefits accounts and services, enhancing member satisfaction.
Education
High School Diploma -
Palmyra R-1
Palmyra, MO05-2006
Skills
- Benefit Claims Processing
- Appeal Management
- Benefits Determination
- Case Resolution
- Complaint Handling
- Member Support
- Inquiry Investigation
- Member Research
- Problem Solving
- Detail Orientation
- Communication Tools
- Adaptability
- Assertiveness
- Constructive Feedback
Timeline
Electronic Customer Advocate
Health Care Service Corporation
04.2019 - Current
Customer Advocate
Health Care Service Corporation
04.2017 - 04.2019
High School Diploma -
Palmyra R-1