Brittany Reyes
Ombudsman @Blue Cross Blue Shield of Arizona
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WORK HISTORY
Ombudsman @Blue Cross Blue Shield of Arizona
Phoenix, AZ, US
Handles member and provider complaints filed with state regulators, including the Arizona Department of Insurance and Financial Institutions (AZDIFI) and Arizona Attorney General, and the Better Business Bureau and creates formal responses with supporting documentation on positions in accordance with service-level agreements (SLAs). • Handles escalations on behalf of BCBSAZ\'s CEO and executive leadership, adheres to strict deadlines, and provides follow-up analysis of issue and resolution. • Corresponds directly with members and providers via written and verbal communications and maintains a positive, professional attitude in all interactions.• Works cross-functionally with different segment leaders, primarily in the claims, customer service, and enrollment areas, to thoroughly investigate issues, determine root cause, and facilitate resolution.• Leverages different applications and customer relationship management (CRM) tools to research and build casework to understand member experience and advocates on behalf of members.• Maintains data in daily tracking tools and dashboards, identifies trending issues, and assists with creation of monthly reporting for executive leadership and key business leaders.
EDUCATION
Loyola University Chicago
Bachelor of Arts (B.A.)
SKILLS
ABOUT BRITTANY REYES
As an Ombudsman at Blue Cross Blue Shield of Arizona (BCBSAZ), I handle customer…
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