Danielle Phillips
Rantoul
Summary
Dynamic Enrollment Specialist with a proven track record at Carle Health Alliance, excelling in insurance processing and regulatory compliance. Adept at enhancing customer engagement and achieving production goals, I leverage strong organizational skills and attention to detail to ensure accuracy in complex data environments. Committed to delivering exceptional service and fostering collaborative relationships.
Overview
15
15
years of professional experience
Work History
Enrollment Specialist
Carle Health Alliance
Champaign
01.2018 - Current
- Processes records and issues new insurance policies for, changes to, reinstatement of, and cancellations of insurance.
- Verifies eligibility requirements to meet Department of Insurance and Medicare regulations, along with standards set by the organization for individual, Medicare, and commercial group enrollees.
- Analyze data received from various sources to ensure the accuracy of the claims and billing system.
- Modifies, updates, and processes existing member policies to reflect any change in beneficiary, demographics, amount of coverage, or type of insurance, to ensure accurate billing to members.
- Calculates, enters, and communicates premium information to members.
- Analyze and reconcile regular internal and external reports to ensure the accuracy and integrity of system information.
- Serves as a Subject Matter Expert for other departments regarding enrollment processes and procedures. Must maintain current awareness and understanding of CMS Medicare Marketing and Enrollment Guidelines, and Illinois Division of Insurance regulations, including the Federally Funded Marketplace.
- Must meet and maintain production expectations and competencies set by the organization.
- Create and maintain professional relationships with internal and external customers.
- Excel, Microsoft Word, EPIC, Outlook, Salesforce, and other experience.
- Monitored the client's insurance coverages to ensure that changing needs were met.
- Reviewed applications for accuracy before submitting them for approval.
- Customer Service
Customer Service Representative
AT&T
Rantoul
01.2015 - 12.2017
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Surpassed sales goals through implementation of successful marketing strategies.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained a high level of professionalism when dealing with difficult customers.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided accurate information about products and services to customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Developed positive relationships with customers through friendly interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Identified opportunities for upselling additional products or services based on customer needs.
- Supported sales team members to drive growth and development.
- Operated a variety of machinery and tools safely and efficiently.
- Worked effectively in team environments to make the workplace more productive.
Security Supervisor
Securitas Security Services USA
Champaign
01.2012 - 12.2014
- Coordinated security efforts for special events and high-profile visits.
- Developed and implemented training procedures for newly hired personnel.
- Floated between security locations to check in with officers, assess security and make proactive adjustments based on changing conditions.
- Upheld strict confidentiality regarding sensitive information and security measures.
- Supervised access control at all entrance points of the facility, ensuring only authorized personnel are granted entry.
- Conducted site reviews and security audits and made recommendations to management based on findings.
- Developed and implemented preventative measures against accidents, thefts and other risks.
- Interacted regularly with other departments within the organization to promote collaboration between teams.
- Investigated security breaches and took appropriate measures to minimize damage.
- Coordinated with law enforcement and emergency responders during security incidents.
- Conducted investigations into security breaches and prepared detailed reports.
- Monitored CCTV systems to ensure comprehensive surveillance of the facility.
- Managed scheduling and deployment of security personnel across various shifts.
- Secured premises and personnel by patrolling property and monitoring surveillance cameras.
- Managed staff schedules for shifts and events to minimize overtime costs.
- Evaluated performance of security staff and provided constructive feedback.
- Recorded required data for incident reports and files.
- Worked efficiently in busy, high-risk settings while maintaining best-in-class standards of excellence for security initiatives.
- Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety.
- Led and directed investigations of accidents, thefts and property loss on premises.
- Responded immediately to security threats, breaches and emergencies, following proper protocols.
- Created schedules for security personnel shift rotations and monitored staffing levels to ensure adequate coverage at all times.
- Maintained accurate records of security incidents and responses for compliance purposes.
- Maintained records of all incidents that occurred on site including lost and stolen items and unauthorized persons present.
- Provided ongoing coaching, feedback, development opportunities, discipline when necessary to ensure employees are meeting expectations.
- Reviewed CCTV footage on a regular basis to detect any suspicious activity or violations of company policy.
Data Entry Clerk
HOV Services
Rantoul
01.2010 - 12.2011
- Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Reviewed, corrected or deleted data, verifying customer and account information.
- Followed data program techniques and procedures to maintain data entry requirements.
- Organized files according to established procedures for easy retrieval later on.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Identified, corrected, and reported data entry errors.
- Sifted through large quantities of data and accurately transferred necessary information to electronic spreadsheets.
- Transferred data from hard copies to digital databases, organizing information in new formats.
- Shared incomplete and deficient data sets with supervisors for resolution.
- Reviewed existing information for accuracy and made necessary corrections.
- Proofread and edited documents to correct errors.
- Determined appropriate databases for completed documents and transferred files electronically.
- Operated various office equipment such as scanners, printers. when required.
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Maintained confidentiality of sensitive information.
- Adjusted settings for format, page layout and line spacing.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Stored hard copies of data in organized files to optimize retrieval.
- Obtained scanned records and uploaded into company databases.
- Exceeded quality goals to support team productivity.
- Transferred written information into databases to maintain consistent, accurate client records and project details.
Education
GED -
Regional Office of Education
Rantoul Skills
- Customer service
- Verbal and written communication
- Insurance processing
- Attention to detail
- Effective communication
- Regulatory compliance
- Teamwork and collaboration
- Documentation management
- Sales experience
- Application verification
- Customer engagement
- Strong organization
- Enrollment verification
- Problem solving
- CRM software
- Active listening
- Problem-solving
- Team building
- Multitasking
- Product knowledge
- Data entry
- Task prioritization
- Administrative functions
- Time management
- Goal setting
- Confidentiality handling
Timeline
Enrollment Specialist
Carle Health Alliance
01.2018 - Current
Customer Service Representative
AT&T
01.2015 - 12.2017
Security Supervisor
Securitas Security Services USA
01.2012 - 12.2014
Data Entry Clerk
HOV Services
01.2010 - 12.2011
GED -
Regional Office of Education
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