Glennzetta R. Moore
Shreveport
Summary
Results-driven and detail-oriented professional with a proven track record of delivering high-quality work in fast-paced environments. Skilled in customer service, with strong problem-solving abilities and a commitment to exceeding expectations. Adept at collaborating across teams, managing priorities, and driving projects to successful completion.
Overview
25
25
years of professional experience
Work History
Customer Service Supervisor
LOUISIANA BLUE
10.2022 - Current
- Administers all HR functions, including but not limited to, hiring, terminating, conducting performance reviews, setting performance standards, approving work schedules, assigning, and directing workload, training, and developing staff, coaching, etc. to ensure team goals are met.
- Serves as the subject matter expert of assigned staff and maintains thorough knowledge of required lines of business, changes to recent laws and regulations, HCPCS coding, ICD-10 codes, medical terminology, computer systems and customer service and claims policies and procedures to ensure consistency in delivery of excellent customer service.
- Monitors call center tools to ensure maximum efficiency of resources.
- Motivate staff by answering questions, providing technical assistance, on-the-job training of new employees, refresher training for seasoned employees, and assisting the training department with documenting and/or revising training materials to ensure accurate information is made readily available to staff and delivered to customers.
- Monitors the aging process on all Action Requests entered from department to ensure compliance with MTM and Corporate guidelines which include assisting advisors in answering questions regarding adjustments, refunds, and edits to ensure completeness and accuracy when responding to customers.
- Reviews all MTM and Quality Management audits and responses and/or counsels accordingly to maintain quality and compliance standards.
- Identifies and responds to system problems that impact quality and/or productivity by working with appropriate personnel for corrections and documenting findings, continually educating staff on system issues, understanding changes to existing benefits/plans, applying work arounds, understanding, and complying with company changes, etc. to ensure prompt and accurate resolutions.
- Manages staff turnover, schedule adherence, quality performance and employee, member satisfaction based on established metrics to help ensure team, departmental, divisional and/or company goals are met.
- Additional Accountabilities and Essential Functions
Group Service Specialists
LOUISIANA BLUE
07.2017 - 10.2022
- Provides backup on major service issues via contacts through brokers and group leaders or other group contacts to ensure timeliness of resolution.
- Provides on-site training to brokers and group leaders on the various electronic tools available through BCBSLA and/or Blue Benefit Services (BBS) to foster the adoption of these tools.
- Assists Account Managers and Account Executives in the group enrollment process when necessary. Must be available to conduct employee meetings and answer benefit questions during these meetings as needed to promote accurate and expedient new group installation or existing group renewal processes.
- Assists Account Managers and Account Executives in the group renewal process by preparing uncontested renewals of existing group business and completing necessary internal and external renewal documentation to attain the retention goals of the company.
- Documents and forwards employee requests for claims related issues, benefit questions or supply requests to be handled by the appropriate internal department.
- Participate in home office visits for prospective or renewing groups to include by not limited to coordinating availability of home office staff participants and assisting in the development of the group presentations to assist the company in achieving its membership and retention goals.
- Maintains updated and accurate records of all telephone conversations, notes, meetings, or documents sent to all contacts via the corporate automated tracking system to easily retrieve documents as references.
- Responsible for handling payments from our members and either posting payments to the EBilling site or sending them to Accounts Receivable.
Account Advisor III
LOUISIANA BLUE
08.2014 - 09.2017
- I am an escalation specialist, where I take escalated calls to offer diffusion and resolution to achieve a satisfactory outcome and I worked on the assist line, where my co-workers call to get assistance and coaching when they need help to accurately provide benefits, claims status, and any other concerns from their caller. I am an office buddy, this position pairs with a new hire to help, guidance, and mentorship.
- Maintains knowledge of required lines of business, changes to applicable company policies/procedures, recent laws, and regulations, HCPCS coding, ICD-9 codes, medical terminology and related computer systems to ensure information is current and accurate when providing service to members and providers on the telephone in the call center. Composes and proofreads letters to customers, group leaders, brokers, insurance companies and other plans.
Account Advisor I & II
LOUISIANA BLUE
05.2011 - 07.2014
- This position consists of answering members and provider calls. For providers, I assist with extensive claim research, adjustment updates, along with advising benefits coverage. Other responsibilities that I perform with members are providing excellent customer service to customers by exceeding their expectations, resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; ensuring resolution, and maintaining customer records by updating account information.
- On several occasions I assist with the new hire training class. I helped with coaching and mentoring when the class began to take calls and provided side by side observance and coaching. I also work in the lobby office for one or two weeks each month where members come in to inquire about their coverage/claims and make payments. I also provided aid to the Sales and Marketing staff with any inquiries that they may have that my Customer Service knowledge may assist them.
Rewards Clerk
DIAMONDJACKS CASINO
SHREVEPORT, LA
04.2008 - 03.2010
- This position consisted of data entry of customer’s personal information, reporting customer’s complaints and answering inquiries about the casino. I handled gaming promotions in a professional and timely manner while providing friendly pleasant experience in a fast - pace setting. I assisted with promoting the Players Club programs to guests who are not enrolled or not playing with their card and capturing all relevant and useful information.
- I publicized our special promotions, events, and concerts. I would let the patrons know of the special promotions and let them know the criteria for entering the promotions. I would advise the players if they were eligible and then register them for the incentive according to their play.
- I was the announcer of the gaming promotions, and I would announce the winners and advertise the prize. I would walk around the casino floor advertising the special promotion and making the players aware of how to sign-up. My duty was to also make sure that I communicated and marketed all special events and promotions; therefore, it would drive the players to play at a higher rate, so they may have a greater chance of winning.
Admitting Clerk
NEW BRANCH OF ZION CHEMICAL DEPENDENCY CENTER
SHREVEPORT, LA
05.2001 - 09.2005
- Responsibilities included greeting patients and families, taking patients personal information, and entering it into the company’s database, updated files on patients, & verified patient’s insurance. Communicated with the medical staff to identify and serve the needs of the patient, using medical terminology to communicate efficiently with the physicians and nurses to order medical supplies for the clinic and assisting in any additional assistance that may have been needed.
Education
Bachelor of Science - Business, Business Analytics
University of Phoenix
01.2025
Associate Degree - Occupational Studies, Surgical Technology
Career Technical College
01.2010
Certificate - Emergency Medical Technology
Southern University
01.2006
Skills
- Leadership & Team Development
- Customer Service & Conflict Resolution
- Quality Monitoring & Audit Analysis
- Training & Performance Coaching
- Claims/Benefits Processing
- Time Management & Multi-tasking
Timeline
Customer Service Supervisor
LOUISIANA BLUE
10.2022 - Current
Group Service Specialists
LOUISIANA BLUE
07.2017 - 10.2022
Account Advisor III
LOUISIANA BLUE
08.2014 - 09.2017
Account Advisor I & II
LOUISIANA BLUE
05.2011 - 07.2014
Rewards Clerk
DIAMONDJACKS CASINO
04.2008 - 03.2010
Admitting Clerk
NEW BRANCH OF ZION CHEMICAL DEPENDENCY CENTER
05.2001 - 09.2005
Associate Degree - Occupational Studies, Surgical Technology
Career Technical College
Certificate - Emergency Medical Technology
Southern University
Bachelor of Science - Business, Business Analytics
University of Phoenix