Amanda Gentry
Birmingham,AL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Benefit Booklet/Blue Exchange Specialist
Blue Cross And Blue Shield Of Alabama
04.2019 - Current
- Provide quality analysis and proof health and dental benefit booklets for various employer groups to ensure accuracy.
- Finalize benefit booklets in order for them to be mailed to employers for their employees.
- Ensure that benefit booklets are appropriately posted to appropriate systems so that members, medical providers and employers can access them through Blue Cross and Blue Shield website.
- Provide functional support between providers, Blue Cross, and Blue Shield.
- Enter Blue Exchange Benefits (BXB) into Benefit Matrix Workflow (BMW) system and perform quality analysis of BXBs before being entered into production.
- Research various reference materials to determine accuracy of benefits entered for member and provider viewing.
- Build collaborative relationships and communicate effectively with all levels of associates and managers within Blue Cross and Blue Shield.
- Mentor, provide feedback, coach and train four to 10 new associates annually in-person and virtually to ensure minimal inefficiencies.
- Exercise independent judgement and decision making when entering benefits for employer groups with complex benefit language.
- Exhibit excellent time management and organizational skills while handling multiple tasks with various deadlines.
- Provide great attention to detail while proofing benefit booklets.
- Volunteer for manager requested special projects for high caliber employer groups.
Customer Care Coordinator
Blue Cross And Blue Shield Of Alabama
04.2014 - 04.2019
- Communicated with customers orally, via online chat, and email to assess and address individual needs, providing timely and quality support via Customer Information Systems (CIS) and the myBlueCross website.
- Communicated with customers to identify needs and expectations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Took ownership of customers issues to follow problems through to resolution.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Educated subscribers and marketing representatives on medical and dental benefits, eligibility, and claims processing.
- Received, documented, researched, and provided follow-up calls and emails on fraud and abuse concerns for members, providers, etc.
- Volunteered to work several manager requested special projects to streamline and improve quality efficiency.
- Screened, documented, and set up members to receive Long Term Care services.
Education
Bachelor of Science - Human Resources Management
Faulkner University, Birmingham, AL, US
Birmingham05.2009
Bachelor of Science - Psychology
University of Alabama At Birmingham
Birmingham, AL05.2002
Skills
- Proficient in Microsoft Word, Excel, PowerPoint, Microsoft Outlook, Benefits Online (BOL), Navigator, Tableau Reports, and xPressions
- Organized and detail oriented, self-starter with professional and courteous attitude
- Great oral and written communication skills
- Team player, but also thrive when working unsupervised
- Exceptional problem-solving, multi-tasking, critical thinking, and listening skills
- Flexible and easily adjusts to change
- Proven ability to learn and operate software applications quickly
- Proficient typing skills
Affiliations
Delta Sigma Theta Sorority, Inc. March 2001-Present
Timeline
Benefit Booklet/Blue Exchange Specialist
Blue Cross And Blue Shield Of Alabama
04.2019 - Current
Customer Care Coordinator
Blue Cross And Blue Shield Of Alabama
04.2014 - 04.2019
Bachelor of Science - Human Resources Management
Faulkner University, Birmingham, AL, US
Bachelor of Science - Psychology
University of Alabama At Birmingham