At Health Plan One, I conduct daily quality evaluations for 22+ agents, reviewing customer interactions for accuracy, compliance, documentation quality, and policy adherence. I document recurring errors and communicate actionable feedback to support consistent performance.
I monitor quality trends and recurring defects, identify potential root causes, and support corrective and preventive improvements. I also maintain evaluation records and audit documentation while protecting confidential information.
At Your Way Insurance, I review member information, enrollment documentation, plan records, and account details for accuracy and alignment with Medicare requirements. I coordinate follow-up on missing information and maintain member records and case notes in CRM and workflow systems.
Earlier, I supported Medicare enrollment and customer service at GoHealth and SelectQuote, coordinated project workflows at Emerson Automation Solutions, and investigated billing discrepancies at FirstEnergy. My work has included CRM documentation, operational reporting, and following established privacy and regulatory procedures.
