Jawondee Tuck
Milwaukee,WI
Summary
Experienced Claims Intake Outbound Team Lead with a proven track record of driving operational efficiency and service quality. Skilled in team leadership, managing benefit enrollment processes, driving workflow improvements. Strong ability to manage client relationships, ensure regulatory compliance, and optimize internal systems. Expertise in process improvements that enhance team productivity and service delivery. Adept at managing financial reports, inventory control, and addressing client issues to ensure satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Intake Supervisor-Outbound
Sun Life Financial
11.2019 - Current
- Oversee daily operations of the Claims Intake Outbound team, ensuring high efficiency and service quality.
- Lead a team of outbound operations employees, setting clear daily objectives and providing coaching and development to meet performance targets.
- Manage recruitment, onboarding, and training for new hires to ensure smooth integration and quick productivity.
- Develop and maintain a comprehensive training program to accelerate new hire ramp-up and improve team performance.
- Act as the main point of contact for communication and support for DQ and SL product business relationships with provider partners, internal clients, and insurance companies.
- Create performance tracking tools in Microsoft Excel to monitor processes, improve metric accuracy, and streamline workflow management.
- Ensure compliance with Medicare and other market regulations (e.g., CHIP, Health Insurance Marketplace) to maintain operational integrity.
- Collaborate with management to optimize internal systems (Winward, PowerBI, Business Manager, SharePoint, Pitney Bowes Mail Tracking, and Enterprise Reporting) to drive operational improvements.
- Facilitate communication and service delivery with clients through meetings, conference calls, and day-to-day interactions.
- Process monthly financial reports, auditing usage and accurately allocating billing and credits across multiple cost centers.
- Implement process improvements that increased operational efficiency by nearly 30%, enhancing team performance and service delivery.
- Maintain strong business relationships with external clients, ensuring contract compliance and meeting financial and service performance metrics.
- Lead inventory control efforts, including supply ordering, demand forecasting, waste monitoring, and shipment tracking to ensure accuracy and cost-effectiveness.
- Address escalated client issues, conducting in-depth case reviews to ensure high client satisfaction.
Senior Benefit Enrollment Specialist
Mercer HR
07.2015 - 11.2019
- Enrolled clients in various demographics in health and group benefit employee plans
- Case management of client Pension Plans, American Disability Act, Life & Health supplemental benefit plans
- Reviewed claim caseloads of 200 plus employer clients to ensure accuracy of benefit calculations and payment amounts
- Managed case files for regional providers, providing strategic feedback on benefit coverage options and plans
- Managed the end-to-end enrollment process for member health & group benefits
- Developed and implemented tracking used for process monitoring and reporting, helping to enhance data accuracy and stream workflow management
- Maintained knowledge of compliance regulations to ensure a timely enrollment processing
- Prepared correspondence to claimants regarding eligibility, denials, and appeals
- Fostered strong relationships with vendors, brokers and Insurance providers helping to maximize the exchange of quality service
Customer Retention Lead
Assurant Health
07.2011 - 05.2016
- Managed daily workflows for two outbound customer retention teams, ensuring smooth operations and driving performance improvements
- Led teams to achieve a 40% increase in productivity, successfully implementing strategies to optimize performance and meet key business objectives
- Acted as the primary liaison for Medicaid, Managed Care, and private pay account providers, ensuring accurate claim coverage and timely submission of claims
- Enrolled existing and potential clients in new insurance policies, contributing to improved client acquisition and retention rates
- Analyzed customer complaints and feedback to identify areas for improvement, implementing targeted solutions to enhance client satisfaction and service delivery
- Educated clients on insurance products, providing policy alternatives and tailored recommendations based on individual needs
- Demonstrated a deep understanding of Affordable Care Act provisions, ensuring compliance and delivering accurate, informed advice to clients
- Identified cross-sell and upsell opportunities, presenting relevant insurance products to current and prospective clients, which directly contributed to revenue growth
Education
Bachelor of Science - Organizational Leadership
University of Phoenix
Tempe, AZ08-2025
Associate of Science - Business Administration and Management
Cardinal Stritch University
Milwaukee, WI08.2008
Skills
- Leadership
- Staff development and training
- Operational efficiency
- Benefits Enrollment
- Insurance verification expertise
- Data analysis and reporting
- Process improvement methodologies
- Relationship building
- Advance Interpersonal communication
- Organizational Skills
- Advanced Microsoft Office Suite
- Strong Verbal & Written Communication
Certification
Leadership and Management Certification
Timeline
Intake Supervisor-Outbound
Sun Life Financial
11.2019 - Current
Senior Benefit Enrollment Specialist
Mercer HR
07.2015 - 11.2019
Customer Retention Lead
Assurant Health
07.2011 - 05.2016
Leadership and Management Certification
Bachelor of Science - Organizational Leadership
University of Phoenix
Associate of Science - Business Administration and Management
Cardinal Stritch University
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