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Client Services Employee Profile

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Lisa's Story

Business Area: Life, Health and Specialty Benefits
Degree: Human Development

Nine years ago, I took my first position as a member service representative, handling questions from health plan members, providers and agents. After years of experience in that role, a new door opened to take a position as a benefit reviewer on the Quality Review Team.

In my role, I provide quality reviews on incoming phone calls to ensure we’re providing excellent customer service. I also evaluate and score conversations from the customer’s perspective to help coach employees and identify areas and topics that may need additional training.

Patience is critical in my position. I respect that everyone has a unique approach and communication style. It’s up to me to listen to each call from the customer’s point of view. And, then score the call to make sure the customer’s questions were answered or issues were resolved.

When I work with a new member of our call center, I keep in mind that we all learn differently, and at a different pace. That mindset has helped me to create an encouraging environment where new employees can be successful.

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