I advanced within Blue Cross Blue Shield of Massachusetts to manage inquiry responses from 50 states, District of Columbia, and Puerto Rico, as well as cross-functional teams (Member Services, Consumer Affairs, Account Services). I analyzed escalated issues from various departments, and processed third-party liability, auto carrier adjustments, and secondary insurance claims. Here are a few of my most significant achievements:■ I developed and implemented process improvements to enhance workflow and elevate the overall member experience.■ I identified, investigated, and resolved system and benefit discrepancies.■ I managed inquiry responses from member services, consumer affairs, account services. I also processed third-party liability, auto carrier adjustments, and secondary insurance claims.

In my first role with Blue Cross Blue Shield of Massachusetts, I provided members with responses to all inquiries. I spearheaded activities necessary to research and resolve issues, and offered comprehensive solutions. I also advised members on policy and benefit information for multiple plans. A few of my accomplishments include:■ I played an instrumental role on a team that consistently met and exceeded service, production, and quality goals.■ I educated patients and family members on health care policies/procedures, health care reform, patient rights, and advance directives.