Emerald Pearson
East Orange
Summary
Experienced with member advocacy, focusing on resolving member concerns and enhancing satisfaction. Utilizes strong communication and problem-solving skills to navigate complex situations effectively. Track record of building meaningful relationships and fostering teamwork to achieve successful outcomes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Medicare Markets member Advocate
Blue Cross Blue Shield of Massachusetts
03.2025 - Current
- Delivered exceptional customer service by assisting members with medical and dental plan inquiries, coverage explanations, and benefit navigation.
- Acted as a trusted resource to help members understand health insurance options and resolve issues with empathy, clarity, and professionalism.
- Maintained a high level of accuracy and compliance while documenting member interactions in accordance with company standards.
- Supported members through problem-solving, policy clarification, and claims guidance in a fast-paced service center environment.
- Collaborated with team leads and trainers during an intensive 10-12-week training program to master product knowledge and system navigation.
- Contributed to the company’s mission of delivering affordable, equitable healthcare by reinforcing a culture of kindness, curiosity, courage, and community focus.
- Balanced daily call volume and case research while maintaining first-call resolution and member satisfaction targets.
- Demonstrated adaptability by handling complex member situations and providing timely, solution-oriented responses.
- Participated in ongoing learning and professional development programs to enhance knowledge and service quality.
- Utilized secure, remote-work tools to ensure efficient communication, data confidentiality, and consistent service delivery.
Patient Care Coordinator
Conductive
04.2024 - 02.2025
- Educated patients on medication instructions, dosage requirements, potential side effects or interactions
- Ensured compliance with HIPAA regulations by maintaining confidentiality of patient information at all times
- Performed administrative tasks such as data entry, billing coordination, insurance verification for smooth operations
- Greeted and checked in patients, ensuring accurate collection of demographic and insurance information
- Collaborated with healthcare team to ensure timely delivery of quality care to patients
- Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
- Developed strong relationships with patients through effective communication and empathetic support during their healthcare journey
- Ensured compliance with HIPAA regulations when handling sensitive patient information
- Participated in training sessions to stay updated on changes in policies, procedures, and insurance guidelines
- Maintained confidentiality of patient records according to established protocols
Customer Service Representative
Empire Home Rentals
11.2020 - 12.2023
- Problem-solving
- Monitor Inbound and outbound calling
- Create Leases
- Performing background checks, credit checks, and other responsibilities to see if prospective renters are qualified
- Gather appropriate documentation for renting homes
- Meeting potential renters and guiding them on virtual tours
- Follow up with prospective renters
1:1 Aide
ADAPT Community Network
04.2018 - 03.2020
- Monitor and assist students as needed in daily routines.
- Initiate and follow through with behavioral interventions in an appropriate manner.
- Handle classroom problems quickly and efficiently.
- Communicate with teacher regarding student progress/behavior/special needs.
- Participate in planning meetings regarding communication, academic, vocational and behavior needs of students and contribute in the development of goals and strategies in these areas.
- Participate in multi-disciplinary and trans-disciplinary meetings.
- Collect data and provide follow through for learning activities.
- Actual teaching of individuals or groups of students following teacher’s lesson plans and with teacher directions.
- Help students follow individual daily schedule.
- Accompany, assist and monitor students, as needed, in all other areas of school program outside of classroom (mainstreaming, vocational or community).
- Customer service Inbound and outbound calling
Group Leader
HAUP 21st Century Horizons Youth Program
02.2017 - 09.2017
- Plan, implement and document successful educational, recreation, youth leadership, community service and arts activities with school-aged children.
- Adhere to policies and procedures in a pro-active manner, making the safety and care of children your primary focus.
- Build a positive relationship with each after-school participant in your care, and foster positive connections between participants. Actively engage with children at all times with the goal of fostering the positive development of each child and the group.
- Conduct yourself as a professional and representative of the agency with school staff, parents, children and anyone else with whom you come into contact in your role.
- Effectively manage assigned group. Maintain and enforce progressive discipline policy
Cashier/Sales Associate
Toys 'R' Us
11.2016 - 06.2017
- Promotes store sales and profit goals
- Conduct selling skills training, customer service and product knowledge training for all department associates.
- Trains all associates on merchandising standards
- Exhibit an ownership attitude by promoting partnerships with store management.
- Deliver excellence in customer services, including decision making/problem solving skills for service recovery.
- Conduct training for administrative procedures
- Provide feedback and input to Assistant Manager on development of department initiatives and plans.
- Provide input and assistance to Assistant Manager in motivating, evaluating, coaching and counseling associates.
Internship Student
FEGS
10.2012 - 06.2013
- Responsibilities
- Organized paperwork
- Complete attendance
Education
Associate's degree - Early childhood Education
Liberty University
Lynchburg, VA01.2026
High school or equivalent - undefined
Brooklyn Bridge Academy
Brooklyn, NYSkills
- Computer Literacy
- Working knowledge of POS systems and be proficient at restaurant math
- Microsoft Excel
- Multi-line phone systems
- Productivity software
- Zendesk
- Office Experience
- Communication skills
- English
- Restaurant experience
- Microsoft Outlook
- Experience with Seamless/Grub Hub and taking pick up/delivery orders
- Administrative experience
- Attention to detail
- Microsoft Office
- Data entry
- Payroll
- Teaching
- Microsoft Word
- CRM system proficiency
- Special education
- Computer Skills
- Analysis skills
- Inventory Control
- Ability To Multi-Task
- Work Well Under Pressure
- Work flexible hours
- Motivated
- Provide excellent customer experiences
- Self-Motivated
- Great People Skills
- Driving
- Organizational skills
- Professionalism
- Customer Service
Certification
- EKG September 2019 to Present
- CPR/AED April 2018 to Present
- First Aid CPR AED April 2018 to Present
- Department of investigation fingerprints December 2015 to Present
- Mandated Reporter
- Infection Control
- Driver's License
Timeline
Medicare Markets member Advocate
Blue Cross Blue Shield of Massachusetts
03.2025 - Current
Patient Care Coordinator
Conductive
04.2024 - 02.2025
Customer Service Representative
Empire Home Rentals
11.2020 - 12.2023
1:1 Aide
ADAPT Community Network
04.2018 - 03.2020
Group Leader
HAUP 21st Century Horizons Youth Program
02.2017 - 09.2017
Cashier/Sales Associate
Toys 'R' Us
11.2016 - 06.2017
Internship Student
FEGS
10.2012 - 06.2013
High school or equivalent - undefined
Brooklyn Bridge Academy
Associate's degree - Early childhood Education
Liberty University