Allina Health | AetnaSenior Account Analyst/Medicare Member Advocate
Dec. 2022Minnesota, United StatesAs a Senior Account Analyst or “Medicare Member Advocate,” I work directly with clients in real-time by phone, in-person and by email to help them understand their benefits. As a member of the escalation team, I work to resolve complicated customer service issues regarding claims and billing. I also provide technical assistance by walking clients through how to get into, unlock, reset passwords for and navigate their online portal by “impersonating” them and walking them through, click-by-click. Outside of direct client interactions, I collaborate with my team to complete annual editorial reviews of client facing written materials, proofreading and checking for accurate information. I also saw a need for concise and organized training and resources for my team and took it up as a project on my own to deliver it. I then had the opportunity to share it with a new hire that I mentored.