Craig Fimian Email & Phone Number

East Bridgewater, Ma, Us

Hingham, Massachusetts, United States

Manager leading a team of anywhere between 10 and 20 associates who serve as the frontline representatives of the company, handling inquiries and escalated issues of the 3+ million Blue Cross and Blue Shield of Massachusetts members. Inquiries related to claims, billing, benefits, enrolment and eligibility, web tools, finding providers, and providing first call resolution in a professional, timely and efficient manner. As the Manager of the team, I provide support through coaching and development, 1:1 meetings, auditing calls, preparing associates for developmental opportunities and mentoring to allow associates to be successful however they define their success. I do this remotely, which is challenging but rewarding and requires unique skills to ensure team members do not miss out on important communications, updates, known issues or new workflows and feel connected to the team and the company. Responsible for various administrative tasks like reporting on performance, quarterly check-ins, goal selecting and compensation planning. Ability to analyze metric data but also connect with and read associates behavior to determine if expectations are being met. This is a position with high turnover which brings opportunities to participate in many hiring events, conducting interviews and evaluating talent consistently. Responsible for deescalating escalated "supervisor" calls when supporting associates in real time on a help hotline.

Hingham, Ma

Served as a Contracts Analyst for the Contracts Development and Delivery departments within the Government and Regulatory Affairs division of Blue Cross Blue Shield of Massachusetts. Responsible for tracking, reviewing and responding to non-standard plan and account requests. Assisted in creating, maintaining and publishing both standard and custom benefit schedules and benefit descriptions, including relevant contract riders. Served as the lead for Performance Guarantee contracts. Assisted in Student plan and Union Blue account renewals. Assisted in maintaining custom Account Agreements as well as the standard Premium Account Agreement used for Blue Cross and Blue Shield's premium commercial business. Served as a liaison to other business areas for sales inquiries and renewals and marketing materials.

Quincy, Massachusetts

Served as the lead contact for numerous accounts to assist in support of claims or benefit inquiries, renewals, marketing materials and benefit fair and other educational materials like microsites. Maintained relationships with brokers and took the lead on the account's most escalated inquiries. Traveled the country to execute benefit fairs for open enrollment answering questions in person and teaching members about their health plan.

Quincy, Massachusetts

Leadership role overseeing anywhere between 20 and 35 associates alongside the Member Service Manager. Responsible for conducting 1:1 meetings, performance reports and evaluations, various administrative duties, coaching and development, hiring, and other tasks.

Quincy, Massachusetts

Providing real time hotline support to hundreds of Member Service associates, to assist in resolving customer inquiries efficiently and accurately.

Quincy, Ma

Customer Service and member satisfaction. Providing support to members nationwide through various tools.

Watertown, Ma

Shipping and receiving products, fulfilling customer orders, Inventory control and management. Asset protection, functionality and brand standards specialist.

Assisting sales account representatives with day to day operations. Assisting account representatives during game nights and handling special requests. Assisting the Coordinator of Legends Private Club and Restaurant on game nights with operational assistance.

Minor League BATS program operator. Responsible for in game music and camera work for various games.

Manchester, New Hampshire

Assisted with in-game production and operations of home games through lighting special effects, camera work, and arena management.

Manchester, New Hampshire

Assisted in selling tickets to customers via cold calling

Bachelor Of Science (B.S.), Business/Sport Management

High School Diploma