Jacinta Hinds
Orlando,FL
Summary
Member Engagement Coordinator with 5+ years in high-volume call centers, benefits enrollment, and social program advocacy. Expertise in Medicare/Medicaid eligibility screening, community benefits navigation, and KPI-driven member engagement. Seeking to drive impactful outreach and enrollment initiatives at BeneLynk.
Overview
9
9
years of professional experience
Work History
Member Engagement Coordinator
Walmart Speciality Pharmacy
01.2020 - 12.2024
- Drove a 45% increase in Medicare/Medicaid enrollments by executing targeted outreach strategies and personalizing member education.
- Handled 80+ inbound and outbound calls daily, pre-screening members for eligibility and benefit programs.
- Expanded community engagement by 38% through strategic enrollment assistance in transportation, meal services, and energy discount programs to improve quality of life.
- Maintained a 98% compliance rating, enforcing HIPAA, CMS, and state regulations while documenting interactions with precision
- Managed event timelines to ensure smooth operations and high attendee satisfaction.
Member Engagement Specialist
OptumRx
12.2015 - 12.2019
- Boosted Medicaid and social program enrollment rates by ,guiding members through Medicare Savings Programs (MSPs), Medicaid, and Extra Help applications.
- Surpassed sales conversion goals by 35%, leveraging telemarketing and collections expertise to enroll qualified members in available benefits.
- Secured partnerships with veteran support organizations, enhancing coordination of care and expanding community resources.
- Implemented data-driven engagement techniques, reducing call handling time by 20% while maintaining high engagement quality.
- Analyzed member feedback, implementing improvements based on their suggestions and needs.
Education
Bachelor of Science - in Communications
Seminole State College of Florida
Sanford, FL05-2016
Skills
- Medicare & Medicaid Enrollment Community Benefits Navigation Member Outreach & Engagement
- Inbound & Outbound Call Handling High-Volume Call Center Operations Sales & Persuasion
- Social Program Assistance (SNAP, MSPs, Extra Help, Veteran Services)
- Objection Handling & Negotiation
- Key Performance Indicators (KPIs) & Metrics Schedule Adherence & Call Availability
- Effective Communication & Active Listening
- Problem-Solving & Critical Thinking
- Empathy & Relationship Building
- Time Management & Multitasking
- Adaptability & Resilience in High-Pressure Environments
- Collaboration & Teamwork in Remote Settings
Systems & Tools
- CRM Systems: Salesforce, HubSpot
- Call Center Tools: Five9, Avaya, NICE CXone
- Data Entry & Case Management: Microsoft Dynamics, Excel
- Compliance & Documentation: HIPAA, CMS Regulations, State & Federal Policies, CRM & Data Accuracy
- Remote Work Platforms: Zoom, Microsoft Teams
Professional Development
- Business Analytics Certificate, Udacity
- Project Management Certificate, Pathstream
- Marketing Management Certificate, Mid Florida Tech
- Business Analytics & Operations Certificate, Pathstream
Timeline
Member Engagement Coordinator
Walmart Speciality Pharmacy
01.2020 - 12.2024
Member Engagement Specialist
OptumRx
12.2015 - 12.2019
Bachelor of Science - in Communications
Seminole State College of Florida
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