Jocelyn Means
Summary
Knowledgeable Social Media Manager experienced in executing social media strategies across social platforms. Demonstrated time management and collaboration skills. Flexes easily with new information and branding changes to consistently exceed targets for engagement, acquisition and retention. Proven skills in increasing customer engagement and business visibility in online searches through successful SEO approaches. Experienced in developing marketing initiatives, increasing business success and boost sales. Excellent analytical, organizational and decision-making abilities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Operations Specialist
Newfront, EB
08.2022 - Current
- Evaluate and revise internal processes to reduce costs and increase efficiency
- Serve as primary contact for carriers and third party administrators
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collaborate with various departments to understand business objectives and identify potential process improvements
- Assist in implementing new business processes and aligning them with operational strategy of BOR team
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Client Representative
Newfront
10.2021 - 08.2022
- Manage enrollment processing, research and resolve eligibility enrollment issues
- Review Plan documents and benefit attributes for accuracy and manage them within internal system
- Process carrier and client contact changes with carriers and update all internal systems and client facing contact sheets
- Update client benchmarking reports
- Documented data and completed accurate updates to case records.
- Request and/or run census reports by pulling manually or requesting from Tech team
- Build & maintain client benefit portals
- Process fee billing for non-commissioned based clients and carrier transition/ wellness fund accounting
- Responsible for staying abreast of current compliance trends and ensuring client notices are sent in timely manner
- Perform and/or manage outsourcing of talks s such as billing audits , data entry, SPD wraps and contract reviews
- Prepare client communications (Open enrollment materials, new hire guides, wallet cards, compliance documents, etc.) utilizing available tools & templates
- General administration and data entry in support of Client support lead
- Contributed to event marketing, sales and brand promotion.
Disability Case Manager
ReedGroup
12.2020 - 09.2021
- Assisted with Covid Leaves of absence documentation to determine eligibility
- Manage caseload of 300 plus claims
- Provide customer service support to team members within defined parameters
- Managed and determined eligibility of claims within optimum duration guidelines
- Adjudicated claims and benefits based upon policy requirements
- Complete detailed investigations based on claimant’s eligibility and policy provisions
- Maintain quality score above 95% benchmark
- Coordinate ad follow-up on medical documentation and return to work objectives for team members and claimants
Member Experience Associate
First Commonwealth Credit Union
12.2019 - 12.2020
- Greet customers and inquire into nature of their visit by engaging them in conversation
- Keep updated about regular customers’ accounts in bid to provide them with superior customer services
- Assist customers with funds transfers, automatic funds transfers, stop payments and service charges information
- Cross-sell products and services by first determining customers’ needs
- Assist customers in completing account opening and or loan applications
- Ascertain that customer information is properly verified before providing them with account-related information
- Process cashiers’ checks by ensuring that appropriate information has been supplied on checks and that signatures are verified
- Indulge in marketing campaigns to assist marketing teams in their promotional efforts
- Analyze electronic payment transactions
- Develop and maintain familiarity will all credit union products and services
- Provide superior service to members, cross offering credit union products and services when appropriate, and handling member issues and concerns in efficient manner.
Payment Services Card Specialist
First Commonwealth Credit Union
08.2018 - 12.2019
- Develop and maintain high level of Card Services, financial and credit union business acumen
- Maintain Card Service Procedure Manual with most recent information
- Process, analyze, administer, and reconcile Mismatch, Network Exception, and financial reports and take necessary action in member accounts daily
- Process cardholder chargebacks and disputes
- Adjudication of Fraud/ Dispute process
- Assist with GL entries for ATM settlements
- Process incoming and outgoing wire transfers
- Effectively handle Lost/Stolen/Captured Card and fraud issues
- Assist Credit Union in managing fraud loss by efficiently filing claims with Credit Union Insurance Company after exhausting all forms of recovery
- Assist Accounting Department with reconciliation of reports and General Ledgers.
Marketing & Social Media Strategist
- Designing social media strategies to achieve marketing targets
- Managing client portfolio
- Monitor Analytics of User engagement
- Administer social media accounts ensuring content is up to date.
- Increased customer engagement through social media
- Developed marketing content such as blogs, promotional materials, and advertisements for social media
- Designed and implemented social media strategies to align with business goals
Claims Examiner Level 1
Penn Treaty Network America
11.2010 - 02.2015
- Managed claim load of up to 237 claims
- Determined benefit eligibility for long term care
- Collaborated with case management to communicate with policyholders regarding benefit eligibility, care needs and care providers
- Diligently processing payments for ongoing claims
- Documented and reviewed all pertinent information received
- Maintained workflow queue and reports
- Assured processing of claims are within protocol.
- Researched claims and incident information to deliver solutions and resolve problems
Health Information Management Representative
Easton Hospital
10.2009 - 11.2012
- Detailed attention to patient care
- Guaranteed patient confidentiality in accordance to HIPAA guidelines
- Collaborated teamwork to effectively assist physicians with patient care
- Designed advanced chart layout and filing system
- Comprehended consideration of Patient Medical Records
- Preformed audits, loose reports, IP/OP charts, transcriptions.
Education
Bachelor of Science - IT Project Management Leadership
Strayer University
Associate of Science - General Studies
Northampton Community College
Bethlehem, PA2008
Skills
- Time Management
- High ability to work effectively with cross-functional teams, stakeholders, and management to achieve project goals and drive operational excellence
- Proficient in
- Microsoft office, Excel, PowerPoint, SharePoint, Lattice , Salesforce, AWS
- Skilled in Agile Frameworks – SCRUM
- Skilled in Lean Six Sigma
- Skilled in marketing & branding to meet sales/ project
- Excellent facilitator with strong written and verbal communication skills
- Effectively manage team to meet appropriate deadlines for all projects given, exceptional time management skills
Certification
SCRUM Master Certification 2022
Lean Six Sigma Yellow Belt Certification- September 2019
Medallion -2020
Allentown School of Cosmetology Certification 2006
Languages
Spanish
Full Professional
Timeline
Service Operations Specialist
Newfront, EB
08.2022 - Current
Client Representative
Newfront
10.2021 - 08.2022
Disability Case Manager
ReedGroup
12.2020 - 09.2021
Member Experience Associate
First Commonwealth Credit Union
12.2019 - 12.2020
Payment Services Card Specialist
First Commonwealth Credit Union
08.2018 - 12.2019
Claims Examiner Level 1
Penn Treaty Network America
11.2010 - 02.2015
Health Information Management Representative
Easton Hospital
10.2009 - 11.2012
Marketing & Social Media Strategist
Bachelor of Science - IT Project Management Leadership
Strayer University
Associate of Science - General Studies
Northampton Community College
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