Esther Prophete
Tallahassee,FL
Summary
State Group Insurance Representative with proven experience in accomplishing maximized client satisfaction, enhancing operational efficiency and delivering impactful service accompanied by a focused approach in supplying comprehensive education and leveraging analytical skills and industry knowledge to drive improvements in benefit administration and overall service, optimizing clients’ experiences with group benefits to the fullest degree.
Overview
5
5
years of professional experience
Work History
State Group Insurance Representative
People First
03.2024 - Current
- Served as primary point of contact for state employees and retirees with any complications regarding group insurance PPO/HMO plans, life insurance, disability insurance, and any other supplemental plans, all while meeting service level objectives
- Enhanced enrollment and eligibility metrics by meticulously processing enrollments and reviewing and auditing dependent verification and eligibility documentation, reducing processing errors
- Optimized state employee and retiree experiences by supplying clarifying education on election processes, complex group benefit structure, payroll deductions, shared savings programs, open enrollment, and state regulations
- Improved HR and carrier operational efficiency by maintaining up to date organized records of enrollment, employee statuses, payment history, vendor files, and employee data
- Collaborated with cross-functional departments (Department of Health-DOH, Department of Corrections-DOC, Department of Children and Families-DCF, etc.) ensuring all state employee and retiree data complies with the requirements set by the state and carrier companies, thereby minimizing non-enrollment, coverage interruptions, and involuntary cancellations
- Played a crucial part in aiding in the acquisition and retention of top talent employees
Problem Resolution Associate
Navient (USAC)
04.2023 - 01.2024
- Increased household cost-saving measures by effectively communicating the benefits and procedures of participating in a federalized subsidy program known as ACP & Lifeline for home internet and mobile services to low-income consumers
- Addressed inquiries regarding the application process for prospective consumers, documentation requirements, and recertification for the retention of service with clarity and professionalism improving customer experiences
- Resolved complex issues between consumers and service providers ensuring consumers obtain and maintain access to affordable discounted internet and mobile phone services
Dispatcher
Capitol Police FDLE Communications
09.2022 - 04.2023
- Dutifully facilitated rapid response and officer readiness by dispatching officers to assigned posts for proactive patrolling to ensure safety and regulation at the Florida State Capitol
- Improved incident management by efficiently communicating with officers via radio channel, promptly relaying and documenting events such as parking complaints, vehicle collisions, medical emergencies, and any reported suspicious activities on Capitol Complex grounds
- Successfully managed citizen inquiries over the phone, addressing a range of issues including directions, dispatching officers for door access, parking and gate entry, and visitation regulations, consistently providing accurate and timely information to ensure a positive and efficient experience
- Maintained and updated sensitive data using computer-aided dispatch, ensuring the accuracy and security of critical records as well as monitoring CDA radio (911 dispatch for Tallahassee) to remain abreast of calls in the immediate vicinity of Capitol Police areas of responsibility
Cashier
Earley's Kitchen
02.2020 - 05.2022
- Effectively managed high-volume transactions through cash and card handling
- Boosted sales by recommending food items leading to the increase of daily revenue
- Resolved customer disputes, ensuring satisfaction while adhering to policies set by the business
Assistant Activities Director
Farmington Square Gresham
05.2021 - 08.2021
- Moved to Gresham for family visit for three months in 2021 and resumed work as a cashier immediately after returning to Tallahassee (explaining the overlap in employment)
- Delivered creative solutions to enhance the quality of life for nursing home residents, by aiding in organizing diverse recreation, including arts and crafts, Karaoke, and exercise sessions
- Increased resident engagement and achieving high participation rates in planned activities attracting prospective assisted living residents
Education
HSC 3640 - HEALTH LAW
Florida A&M University
HSC 4202 - PUBLIC AND COMMUNITY HEALTH
Florida A&M University
HSC 3531 - MEDICAL TERMINOLOGY
Florida A&M University
RCS 4610 - SUPERVISION AND COORDINATION
Florida A&M University
Bachelor’s Degree - General Health science
Florida Agricultural and Mechanical University
Tallahassee, FL12.2025
Skills
- Excel
- Microsoft Office
- Data Entry
- SAP Software
- Data Analysis
- COBRA
- Medicare
- HSA/FSA
- CRM Proficiency
- Professional Writing
- FMLA/FLSA
- Account Management
- Regulatory Compliance
- HIPAA
- Health Care Laws
- Labor Laws
- Customer Advocacy
Relevantcoursework
- HSC 3640-HEALTH LAW, Florida A&M University
- HSC 4202-PUBLIC AND COMMUNITY HEALTH, Florida A&M University
- HSC 3531-MEDICAL TERMINOLOGY, Florida A&M University
- RCS 4610- SUPERVISION AND COORDINATION, Florida A&M University
Timeline
State Group Insurance Representative
People First
03.2024 - Current
Problem Resolution Associate
Navient (USAC)
04.2023 - 01.2024
Dispatcher
Capitol Police FDLE Communications
09.2022 - 04.2023
Assistant Activities Director
Farmington Square Gresham
05.2021 - 08.2021
Cashier
Earley's Kitchen
02.2020 - 05.2022
HSC 4202 - PUBLIC AND COMMUNITY HEALTH
Florida A&M University
HSC 3531 - MEDICAL TERMINOLOGY
Florida A&M University
RCS 4610 - SUPERVISION AND COORDINATION
Florida A&M University
Bachelor’s Degree - General Health science
Florida Agricultural and Mechanical University
HSC 3640 - HEALTH LAW
Florida A&M University
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