Customer Service/ Cold Calling/Team Leader

cold calling Qualifying leads, who has Medicare parts A,B, Verify state and zip code, before sending over to license agent on their state

Managed high-volume inbound and outbound calls with professionalism and efficiency. Conducted HIPAA verification to ensure compliance with privacy regulations. Processed prior authorization requests accurately and in a timely manner. Assisted customers with account-related inquiries and provided general support. Supported customers with health insurance billing issues, medication inquiries, and pharmacy-related concerns. Also tracks records on insurance billing

Quality Assurance – Sales Account • Monitored and evaluated calls to ensure compliance with company standards and client requirements. • Provided feedback and coaching to improve agent performance and service quality. • Identified process gaps and recommended actionable improvements to enhance customer experience.

Supervised daily operations to ensure team performance and service quality met company standards. • Conducted call monitoring and quality assessments to maintain compliance and improve customer satisfaction. • Provided coaching, feedback, and support to enhance team productivity and sales performance. • Collaborated with management to implement process improvements and achieve account targets.