Heath Wesenberg
Jacksonville
Summary
Business Support Analyst manages multiple process improvement projects simultaneously. Successful for many years at identifying customer needs and responding with relevant solutions. Data-oriented mindset with drive to identify workflow obstacles and determine solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Support Analyst II
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville
12.2022 - 02.2025
- Contributed feedback for enhancements and requirements for Real-Time Messaging chat.
- Conducted testing and piloting of RTM chat integration
- Handled claim disputes, enrollment challenges, and addressed billing concerns through RTM chat.
- Diagnosed denial patterns by evaluating the claims system.
- Conducted training sessions for different departments on RTM and other systems used.
- Managed time effectively to ensure tasks and projects were completed on schedule and deadlines were met.
Senior Advisor
Florida Blue
Jacksonville
12.2017 - 12.2022
- Supported service advocates with resolving member issues related to claims, billing, enrollment.
- Managed escalated member calls.
- Enhanced training curriculum and trained service advocates.
- Streamlined various processes through updated guidelines.
- Developed strategies to improve team performance and productivity.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Evaluated advocate calls for constructive feedback.
- Coordinated across teams to ensure timely resolution of member concerns.
- Collaborated directly with advocates to resolve concerns.
Education
High School Diploma -
University High School
Orlando05-2002
Some College (No Degree) - Animation
Seminole State College of Florida
Sanford, FLSkills
- Process improvement
- Claims analysis
- System testing
- Training development
- Team collaboration
- Issue resolution
- MS PowerPoint
- Verbal and written communication
- Business process improvement
- Customer relationship management
- Customer service
- Team leadership experience
- Project leadership
- Lean methodology
- SAFe certified
- Data analysis
Certification
- SAFe
Timeline
Business Support Analyst II
Florida Blue - Blue Cross Blue Shield Of Florida
12.2022 - 02.2025
Senior Advisor
Florida Blue
12.2017 - 12.2022
High School Diploma -
University High School
Some College (No Degree) - Animation
Seminole State College of Florida
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