Dominique Dawson
Chattanooga,United States
Summary
Seasoned health insurance professional with a track record of enhancing customer experience at Florida Blue and BlueCross BlueShield of Tennessee. Excelled in leadership roles, employing organizational skills and Microsoft Office expertise to innovate service processes. Recognized for strong interpersonal abilities and adaptability, consistently achieving quality and productivity goals. Seeking an opportunity for growth that will develop member service and administrative abilities.
Overview
8
8
years of professional experience
Work History
SA IV Contact QIP
Florida Blue - Blue Cross Blue Shield Of Florida
05.2023 - Current
- Resolved injuries for PCC DNSP providers, Tier 2 MWS Calls Medicare advantage and supplement customers, written, electronic, and MWS chat inquires.
- Maintained up-to-date knowledge of federal and state regulations affecting health insurance policies, ensuring full compliance during all transactions.
- Achieved consistent high levels of customer satisfaction through empathetic listening and problem-solving skills when addressing concerns or disputes.
- Provided comprehensive customer service to drive client satisfaction.
- Utilized internal processing software ie, CoC, Avality, BNV, Diamond, quest, CMD, Microsoft office, claims repository.
- Collaborated/participated with Advocate Bot Beta Testing Team
- · Utilizing proper tools to research, analyze and educate internal/external customers on operational actions and decisions regarding policies for escalated complaints or product features for Provider and member requests.
- Log all inquiries, capturing appropriate data required for reporting and customer understanding
- Facilitate/educate customers on using self-service tools to resolve issues or obtain information, promoting use of self-service for functions not requiring full service.
- Assisted clients in understanding complex insurance terms and conditions, leading to better decision-making and policy selection.
Consumer Health Advocate (Specialized)
BlueCross BlueShield Of Tennessee Inc.
11.2022 - 03.2023
- Simultaneously operated phone calls, Text to Chat and email correspondence for members, and internal work processes.
- In addition to daily tasks, handled individual management assignments for
- Applying proficient oral and written communication skills while using
- Knowledge of systems including Facets, P8 Imaging, Blue 2, FRO, MHK,
- Microsoft office, Excel, ORP, and CVS Caremark.
- Worked with Business analysis, supervisor, executive management directly in creating, developing guidelines, business standards, and demoing new department/ product.
- Achieving satisfactory quality ratings per department metrics.
- Effective use of Ulysses strategies to gain members acceptance, that allowed seamless transition to apply Independent, Sound decision-making and problem-solving skills to resolve our members' reason for call in.
- Promptly responding to inquiries via facets to do list, email, and IM.
- Actively Prepare documents, and share documents for team meetings.
- Assisting management and fellow team members with high priority calls to resolve customer issues.
- Mentoring new hires through reverse shadowing, and shadowing to provide them with on-the-job tips and tricks to perform roles effectively.
Customer Service Associate
BlueCross BlueShield Of Tennessee Inc.
07.2021 - 11.2022
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Streamlined communication with clients for improved service experiences and increased loyalty.
- Maintained high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Applying proficient oral and written communication skills while using internal procedures to resolve issues with member claims, benefits, eligibility, and general questions.
- Achieving satisfactory quality ratings per department metrics.
- Effective use of Ulysses strategies to gain members acceptance, that allowed seamless transition to apply Independent, Sound decision-making and problem-solving skills to resolve our members' reason for call in.
- Mentoring new hires through reverse shadowing, and shadowing to provide them with on-the-job tips and tricks to perform roles effectively.
- Data analysis and statistical math and mathematical computing.
Customer Service/Facilities Technician
Top Golf
10.2020 - 09.2021
- Enhanced facility efficiency by conducting regular maintenance checks and addressing issues promptly.
- Reduced equipment downtime by implementing preventive maintenance programs and coordinating timely repairs.
- Improved overall safety within facility by identifying potential hazards and implementing corrective actions.
- Streamlined workflow processes, optimizing space utilization for maximum productivity.
Supervisor/Assistant Logistics Manager
T&T Produce
09.2019 - 05.2020
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Assisted with routing of products to customers.
- Assisted with scheduling of truck routes.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
Tucker Fellow
Tennessee Aquarium Conservation Institute
05.2019 - 07.2019
- Individual research on micro-habitat of Tennessee Dace.
- Outreach workshops for local community.
- Database recording.
- HTML coding for FIN online fish database.
- Preparing and maintenance of field gear.
- Invert identification.
- Propagation.
- Field note recording.
- Excel statistical computing.
- Oral Presentation of conducted research.
- Microsoft Office proficient.
- Collaborated with fellows and various conservation agencies to develop and execute recovery plans.
Lab/Field Assistant
Sandel LAQE LAB At UWA
12.2018 - 05.2019
- Aquatic field collections throughout Florida and Alabama water systems
- Lab practices preparing DNA for analyzing.
- Individual research on Northern and Southern walleye.
- Worked with lab team to develop and accomplish general and research-based goals.
- Analyze data and use analytical tools and techniques.
- Produce basic spreadsheets, documents and presentations that are well-documented and easy to follow.
- Represented Sandel LAQE at Southeastern Fishes Council in 2018
- Represented and presented Undergraduate research at Alabama Chapter of American Fisheries Society in 2019 and JMIH conference.
WG-3502-03 Full-Time Summer Hire
Eglin Air Force Base
06.2016 - 08.2016
- In checked and distributed important mission critical objects to various destinations, on base.
- Observed mission essential test sites and range areas.
- Assessed after mission test areas for environmental effects
Education
Bachelor of Science - Conservation Research And Field Biology
University of West Alabama
Livingston, AL05.2019
Skills
Adapa
- Policy analysis
- Goal-Oriented
- Strong analytical skills
- Claims Handling
- Customer Engagement
- HIPAA Compliance
- Interpersonal Skills
- Teamwork and Collaboration
- Multitasking Abilities
- Time management
- Verbal and written communication
- Staff Training and Development
- Cross-Functional Teamwork
- Problem-Solving
Accomplishments
- Mission Moment article written on internal and external BCBST webpages.
- Nominated for Pinnacle Award (annual outstanding customer service award) at BCBST.
- Numerous Kudos/ customer compliments sent to management.
- Led multiple group research projects assigned in classes during undergrad.
- Nominated captain of UWA baseball team during 2018-2019 season.
- Ruby Hurley- Reggie White Student Athlete Image Award recipient for the Greater Chattanooga Area in 2013.
Timeline
SA IV Contact QIP
Florida Blue - Blue Cross Blue Shield Of Florida
05.2023 - Current
Consumer Health Advocate (Specialized)
BlueCross BlueShield Of Tennessee Inc.
11.2022 - 03.2023
Customer Service Associate
BlueCross BlueShield Of Tennessee Inc.
07.2021 - 11.2022
Customer Service/Facilities Technician
Top Golf
10.2020 - 09.2021
Supervisor/Assistant Logistics Manager
T&T Produce
09.2019 - 05.2020
Tucker Fellow
Tennessee Aquarium Conservation Institute
05.2019 - 07.2019
Lab/Field Assistant
Sandel LAQE LAB At UWA
12.2018 - 05.2019
WG-3502-03 Full-Time Summer Hire
Eglin Air Force Base
06.2016 - 08.2016
Bachelor of Science - Conservation Research And Field Biology
University of West Alabama
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