Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Bredigette Goyins

Administration/ Policy Governance Professional
Germantown,MD

Summary

Accomplished Complex Resolution/ Benefits Professional at United Healthcare Group proficient in Sales Force, Maestro and financial reporting. Demonstrated ability leveraging critical thinking to optimize processes and drive member engagement. Ability to manage accounts and build rapport rapidly with clients at all levels, track issues, implementation rollout and support thru management of the plan, and key milestones including multiple information activity outreaches and other deliverables. Experience utilizing loan level files, scorecards, escalation and tech-op reporting. Proven track record in resolving complex issues and enhancing customer satisfaction. Committed to delivering high-quality outcomes in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Complex Resolution Analyst

United Healthcare Group
09.2018 - 06.2025
  • Serve as Subject Matter Expert for State of Maryland and Montgomery County group specific healthcare products and services delivering exceptional customer service by proactively address concerns and fostering positive experience throughout all interactions.
  • Other responsibilities involve researching and resolving complex issues for global, national key accounts, Medicare, Medicaid, Commerical and Exchange policies across multiple platforms leveraging Sales Force, Maestro, FACETS, CDB and other UHC proprietary systems as it relates to eligibility status for medical, hospital and pharmacy benefits.
  • Review claims processing for accuracy per group specific benefits, policy guidance and applicable federal and state mandates.
  • Performing and documenting business process testing functionality break/fix code, infrastructure changes and small-scale system enhancements in collaboration with the technical information staff needed to triage and determine problem resolutions impacting business user community.

Business Analyst III

Fannie Mae
05.2012 - 09.2015
  • Led and administered MHA and FHA financial reporting activities of at risk and default mortgage loan inventory for assigned mortgage servicers on behalf of US Department of Treasury's HAMP modification programs.
  • Held weekly recurring mortgage servicer meetings across all executive levels to discuss HAMP policy implementations, critical servicer issues, business objectives, collaborated on potential workflows, handoffs solutions, reviewed their default loss mitigation strategies and recommended proactive communication to prevent home foreclosures for qualified borrowers.
  • Worked jointly with internal and external stakeholders to drive program initiatives; including outreaches as needed to Mortgage Servicers.
  • Documented and tracked servicer proformance in the MHA program and provided executive reports to US Department of Treasury.
  • Contributed to testing/ fix break infrastructure projects with the development team on system enhancements to improve specifications, functionalities to eradicate duplication and streamline financial reporting.
  • Ensured servicers compliance as it related to US Department of Treasury program perimeters and Black Knight Financial Reporting system requirements.
  • Performed gap analysis between mortgage servicer existing default systems, processes and Department of Treasury's desired state, identifying areas for improvement or enhancement.

Education

Bachelor of Science - Accounting

Benedict College
Columbia, SC

Skills

  • Proven account management experience
  • Experienced with Salesforce database systems
  • Maestro Data Base Trained
  • Experience in maintaining HIPAA standards
  • Certified in ABA bank fraud prevention
  • Regulatory compliance knowledge
  • Organizational skills
  • Excellent communication
  • Analytical problem-solving
  • Collaborative teamwork
  • MS MicroSoft Word, Teams, Outlook, Powerpoint, Excel
  • Experience with Black Knight financial reporting

Accomplishments

  • Contributed to the streamlining of triage resources for the MyOps Support Team for Myuhc.com at United Healthcare.
  • Created network of peer to peer coaches and mentors for member services dedicated team at UHC for State of Maryland.
  • Identified thru analytical research and mortgage servicer outreach FDIC takeovers, mergers and bank closures which led to a reconciliation process and development of the MHA termination and deactivation workflow process implementation at Fannie Mae

Timeline

Complex Resolution Analyst

United Healthcare Group
09.2018 - 06.2025

Business Analyst III

Fannie Mae
05.2012 - 09.2015

Bachelor of Science - Accounting

Benedict College

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Bredigette GoyinsAdministration/ Policy Governance Professional