Zharia McGriff

• Supported Medicare Advantage and prescription drug members through enrollment and follow-ups

• Delivered clear compassionate explanations of plan benefits,

• Handled high-volume inbound and outbound calls while maintaining a 95%+ satisfaction rate.
• Resolved coverage gaps and eligibility concerns to remove care access barriers.
• Documented all conversations accurately and compliantly in client records.
• Conducted proactive retention outreach, increasing member engagement and plan renewals by 20%.
• Exceeded KPIs by 30% multiple quarters in member education and outreach effectiveness.

• Conducted needs-based interviews to guide Medicare beneficiaries through plan selection.
• Educated members on benefits, including preventative services, screenings, and wellness visits.
• Resolved complex member issues and provided follow-up to ensure service delivery.
• Used digital tools and CRM systems to track calls, outcomes, and documentation with precision.
• Educated clients on health insurance options and benefits available.
• Provided guidance on policy changes and coverage details.
• Maintained up-to-date knowledge of industry regulations and compliance standards.

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• Assisted clients applying for home loans and financial aid during the COVID-19 crisis, preparing and verifying essential documentation.
• Collaborated with internal teams to resolve client issues and coordinate application processing.
• Monitored and improved operational workflows, focusing on documentation accuracy and client communication.
• Adhered to strict quality, compliance, and regulatory guidelines during all client interactions