Jordan Lynch
Asbury Park,NJ
Summary
Account management and customer experience professional (6+ years) supporting health insurance members, providers, and public-sector employer groups—partnering directly with group HR/benefits contacts and brokers/TPAs, plus internal Customer Service, Clinical, Pharmacy, Underwriting, and Operations teams to resolve enrollment/eligibility, claims, and escalation issues and strengthen retention.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Account Consultant II, Public Sector
Horizon Blue Cross Blue Shield
Newark, NJ
01.2019 - Current
- Manage a portfolio of ~200 public-sector accounts (municipalities, Boards of Education, and JHIFs) in partnership with two Account Managers.
- Own day-to-day client support (claims, enrollment/eligibility, portal access, benefits inquiries, TPA contracts) and coordinate escalations with internal teams and brokers/TPAs; deliver portal training and produce census/group reports.
- Streamline enrollment/eligibility transactions (new hires, dependent changes, retirees, late submissions) to ensure timely, accurate coverage updates.
- Represent Horizon at health fairs and Open Enrollment events; educate employees on plan options and resolve questions to support satisfaction and retention.
Customer Service Representative
Horizon Behavioral Health
01.2019 - 01.2023
- Resolve member and provider benefits/claims inquiries and guide members to appropriate providers; handle ~30 calls per day in a high-volume environment.
- Improved efficiency and service quality by reducing AHT 5% and increasing call quality scores 20% (2019–2022) through accurate benefit education and de-escalation.
- Investigate and process claim adjustments by reviewing plan benefits, claim history/denials/EOBs and updating records in Ncompass, UCSW, FileNet, and NASCO.
Customer Service Representative
Horizon Behavioral Health
01.2023 - 2023
- Support members via chat on benefits and claims questions and help locate in-network providers; handle ~20 chats per day while maintaining quality and accuracy.
- Identify and report Pager application issues; recommend enhancements to improve reliability and member experience.
Certification
NJ Insurance Producer License – Accident & Health or Sickness, issued 2023
Timeline
Customer Service Representative
Horizon Behavioral Health
01.2023 - 2023
Account Consultant II, Public Sector
Horizon Blue Cross Blue Shield
01.2019 - Current
Customer Service Representative
Horizon Behavioral Health
01.2019 - 01.2023
ADDITIONAL EXPERIENCE
Bartender Pilsner Haus & Biergarten
Hoboken, NJ 2016 - 2023
- Generated ~$5,000 in sales per month on Saturday night shifts through consultative upselling and exceptional service.
- Trained and onboard new team members on service standards and workflow efficiency; supported consistent service quality during peak periods.
Bartender Hudson Hall
Jersey City, NJ 2017 - 2019
- Generated ~$360,000 in monthly sales by delivering fast, accurate service and effective upselling.
- Strong ability to work in a higher-pressure environment and successfully multitask to ensure an outstanding customer experience