Fiona Bolden
Houston,TX
Summary
- Analytical, Detailed and Organized Customer Service Professional with experience in high-volume benefits and healthcare.
Account Management- responds to inquiries and questions and provides accurate and detailed information on enrollment, onboarding requirements, processes, and policies.
- Relationship Management- Manages customer relationships by providing service and support and ensuring total customer satisfaction.
- Adept at exceeding goals, accurately entering data, maintaining compliance, and safeguarding sensitive information.
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in stressful environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Overview
11
11
years of professional experience
Work History
Surge Support Analyst
The State of Georgia
05.2024 - Current
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Enhanced team productivity by implementing new ticketing system to streamline support requests.
Enrollment Specialist
MedCost
04.2020 - 02.2024
- Company Overview: Integrated benefits solutions company offering customized programs to employers in NC, SC, and VA
- Consistently exceeded departmental goals including Performance Measures and customer satisfaction
- Maintained minimum of 50 contacts daily which included emails and phone calls which was exceeded for average of 75 contacts per day corresponding with applicants and prospective candidates, assisting with billing and payment processing
- Built relationships with customers to ensure repeat business and positive reviews
- Assured timely data entry of new credentialed providers and facilities in Med-Net by collaborating with sales team
- Coordinated with internal and external teams on installation of fees for new providers, practices, and facilities to make providers effective timely
- Ensured timely data entry of changes and revisions to both the facility and physician data in MedNet, including making necessary changes, revisions, and/or terminations to update the MedNet system
- Communicated with providers and participants answering questions, and issues and providing detailed information on requirements, processes, and policies
- Promoted MedCost to participants and provider community, which increased referrals
- Processed worksite and group benefits providing guidance and recommendations to applicants and prospective participants and providers
- Integrated benefits solutions company offering customized programs to employers in NC, SC, and VA
- Communicated effectively via telephone, email, and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Served as a liaison between students, academic advisors, and financial aid offices for seamless communication during the enrollment process.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
Case Manager
The State of Florida
05.2018 - 03.2020
- Company Overview: The Florida Temporary Assistance for Needy Families (TANF) program is designed to help needy families achieve self-sufficiency
- Improved application processed results while working during high productivity environment
- Provided excellent customer service to over 100 customers daily, resolving inquiries and complaints quickly and efficiently
- Assisted in training new customer service representatives to ensure consistent customer service standards
- Planned and organized caseload to ensure work is completed by regulations relating to eligibility and timeliness
- Managed, tracked, and monitored all Call Center goals and prepared reports to improve the management and oversight of call center
- Monitored the outcomes of daily calls; performed forecasting and analysis of call trends
- Collected and reviewed patient information to determine patient's eligibility for assistance
- Analyzed and interpreted written, numerical, and verbal data from various sources
- Navigated through computer screens, completed, and reviewed basic computer documents and other forms using (IES) system
- The Florida Temporary Assistance for Needy Families (TANF) program is designed to help needy families achieve self-sufficiency
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Quality Assurance Specialist
Convey Health
11.2016 - 11.2017
- Company Overview: Specialized healthcare technology and services company that is committed to providing clients with healthcare-specific technology
- Demonstrated strong business acumen and organizational savvy to effectively prioritize and manage requests
- Maintained a regular open line of communication, via Teams chat, email, and video/calls and lead SLT agendas and logistics
- Overseen onboarding support for any new executive leaders who joined the team and played an influential leadership role among the administrators
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data
- Identified and corrected data entry errors to prevent duplication across systems
- Tracked findings, completed documentation, and generated reports
- Contacted over 100 customers daily via phone or email to address data inquiries
- Detected flaws in customer and account data, call notes, resolving issues and communicating with supervisors
- Specialized healthcare technology and services company that is committed to providing clients with healthcare-specific technology
Patient Advocate/HIM Clerk
Broward Community and Family Health
09.2013 - 10.2016
- Company Overview: A non-profit organization and is committed to providing accessible comprehensive high quality primary and preventive care services to all persons with dignity and respect
- Coordinated medical appointments and finding second options
- Helping patients find financial and legal resources
- Assisted patients with affordable medication by contacting providers
- Negotiated medical bills with companies and providers
- Researched EHR and IES system to confirm insurance is valid
- Scanning and printing patients referrals
- Communicated with medical doctor and medical assistant for patients documents
- Communicated with other doctor's offices to confirm accurate info
- Confirmed posted payments with insurance companies and providers
- A non-profit organization and is committed to providing accessible comprehensive high quality primary and preventive care services to all persons with dignity and respect
Education
Associate - Business Administration
University of Phoenix
Phoenix, AZ10.2023
Mentorship program completion - Community Services
Daughter Of Zions
Coral Springs, FL12.2021
Skills
- Effective Communicator
- Data Collection and Reporting
- Time Management
- Team Collaboration
- Account Management
- Zoom
- MS Office Suite
- SharePoint
- Excel
- MedNe
- Power Script
- Salesforce
- AS400
- Research
- Process Improvement
- Exceptional communication
- Reporting and Analytics
- Strong Organization
- Benefits Administration
- Client Relationship Building
- Customer service background
- Policy Interpretation
- Time management proficiency
- Telephone and email skills
Timeline
Surge Support Analyst
The State of Georgia
05.2024 - Current
Enrollment Specialist
MedCost
04.2020 - 02.2024
Case Manager
The State of Florida
05.2018 - 03.2020
Quality Assurance Specialist
Convey Health
11.2016 - 11.2017
Patient Advocate/HIM Clerk
Broward Community and Family Health
09.2013 - 10.2016
Associate - Business Administration
University of Phoenix
Mentorship program completion - Community Services
Daughter Of Zions
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