Christopher J. Ross
Blue Cross and Blue Shield of Alabama
Calera,AL
16
years of professional experience
Results-driven Benefits Analyst with expertise in eligibility verification, benefits inquiries, and customer service within health insurance. Proficient in Microsoft Office, web portal troubleshooting, and data analysis, enhancing benefits administration. Resolves complex issues, mentors teams, and drives process improvements while ensuring compliance with organizational and regulatory standards.
Work History
FEPBlue Customer Support Specialist
8 Years 7 Months- Serve as a primary resource for troubleshooting technical issues and navigating eligibility and benefits information for Federal Employee Program members.
- Guide members through online portal functions, assisting with account setup, benefit inquiries, and document access to support accurate benefits utilization.
- Collaborate with internal teams to analyze eligibility data and resolve discrepancies, ensuring compliance with plan requirements and HIPAA standards.
- Mentor new team members in technical processes, benefits verification procedures, and best practices for customer engagement.
- Identify process improvements and contribute feedback to enhance operational efficiency and member satisfaction.
- Consistently recognized for delivering first-call resolution and maintaining high service quality scores.
Customer Service Representative
5 Years- Managed high-volume inbound calls (60+ daily) to address inquiries related to claims, benefits eligibility, preventive services, and provider networks.
- Conducted real-time research across multiple systems to verify member eligibility and resolve benefit discrepancies, ensuring accurate information delivery to enhance member satisfaction.
- Assisted in implementing updates to benefits procedures and trained peers on new processes, facilitating seamless transitions and ensuring compliance.
- Maintained meticulous documentation of all member interactions to support compliance and auditing efforts.
Financial Service Advisor
1 Year- Managed customer interactions regarding billing disputes and account inquiries, ensuring compliance and accurate resolution to enhance customer satisfaction.
- Conducted investigations and documented cases, utilizing research and data analysis to resolve issues effectively.
- Balanced technical troubleshooting with empathy to foster positive customer experiences and strengthen customer relationships.
Education
Bachelor of Arts - Telecommunications and Marketing
Skills
Member systems
Cross-platform troubleshooting
Problem-solving
Complaint handling
Customer relationship management (CRM)
Data analysis
Member systems management
Technical Issue Resolution
Core Competencies
- Benefits Administration & Eligibility Verification
- Microsoft Office (Excel, Word, Outlook, PowerPoint)
- Customer Service & Issue Resolution
- Data Analysis & Reporting
- HIPAA Compliance
- Web Portal & Technical Troubleshooting
- Process Improvement
- Training & Peer Coaching
Timeline
FEPBlue Customer Support Specialist
Blue Cross and Blue Shield of Alabama
01.2018 - CurrentRead More
Customer Service Representative
01.2013 - 01.2018Read More
Financial Service Advisor
JP Morgan Chase
01.2011 - 01.2012Read More
Alabama A&M University
Bachelor of Arts from Telecommunications and Marketing
Read More