Janelle Gregory
About Janelle Gregory
Janelle Gregory is a Customer Service Advocate at Highmark Inc. in Erie, PA, with over 13 years of experience in member benefit and claim inquiries, and a background in Speech Communications and Media Studies from Edinboro University of Pennsylvania.
Work at Highmark
Janelle Gregory has been employed at Highmark Inc. as a Customer Service Advocate since 2011. In her role, she specializes in addressing member benefit and claim inquiries, ensuring adherence to a First Call Resolution business model. Gregory provides advanced assistance to members in navigating the member site and spending account portals. She is part of a dedicated Spending Account Department, where she manages customer communication related to balance inquiries, payment information, and audits for Health Reimbursement Arrangements (HRA), Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and Dependent Care Assistance Reimbursement (DCAR).
Education and Expertise
Janelle Gregory studied at Edinboro University of Pennsylvania, where she earned a Bachelor's degree in Speech Communications and Media Studies, completing her studies from 2001 to 2010. Additionally, she attended Erie County Technical School, obtaining an Associate degree in Commercial Art from 1978 to 1980. Gregory demonstrates expertise in handling member inquiries and possesses knowledge in basic medical terminology, enabling her to communicate effectively with providers regarding benefit and claims inquiries.
Background
Prior to her tenure at Highmark, Janelle Gregory worked at West Corporation for a total of 11 years. She served as a Quality Assurance Advisor from 2000 to 2005, followed by a position as Performance Operations Supervisor from 2005 to 2011. This experience contributed to her skills in customer service and operations management, laying a strong foundation for her current role at Highmark.
Technical Proficiency
Janelle Gregory demonstrates proficiency in various Microsoft Office applications and internal software systems, including Customer Service Desk, CMRMAIN, Acclaris, Blue Card, Knowledge Center, and Client Letter. Her technical skills support her ability to efficiently manage customer inquiries and ensure effective communication within her role at Highmark.
Regulatory Compliance Knowledge
Janelle Gregory ensures compliance with HIPAA regulations and possesses knowledge of state and national health regulations. This understanding is crucial for maintaining the confidentiality of member information and adhering to industry standards in her role as a Customer Service Advocate.