Joyce A. Douglas
Chattanooga,TN
Summary
Dynamic Major Account Coordinator at BlueCross BlueShield of Tennessee with extensive expertise in health benefits administration and problem resolution. Proven track record of enhancing client satisfaction through effective communication and project management. Adept at leading cross-functional teams and driving successful outcomes in high-pressure environments.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Major Account Coordinator
BlueCross BlueShield of Tennessee
Chattanooga, TN
02.2015 - 11.2025
- Responsible for coordinating day-to-day account activities while managing ongoing service and delivery needs.
- Extensive experience with HSA, HRA, and FSA products
- Extensive experience with group pharmacy benefits
- Extensive experience resolving high profile group/member issues
- Extensive experience Coordinating with key operational/service areas to identify root cause and issue resolution
- Extensive experience coordinating and follow through with assigned SPOC contact on claim issues
- Extensive experience leading Client bi-weekly/monthly status calls
- Extensive experience conducting and/or attend Employee Open Enrollment meetings
- Extensive experience coordinating and/or attending Health/Benefit Fairs including Giveaways/Door Prizes
- Wide range of experience with Health Plan Insights Meetings
- Extensive experience assisting Major Account Executive with Renewal
- Extensive experience Creating/Reviewing SBCs/ Benefit Summaries and sending to client/consultant
- Extensive experience working with legal on delivery timeline of EOC/SPD
- Extensive experience Reviewing and Sending EOCs to client/consultant
- Extensive experience Creating/Submitting Quotes via SalesLogix
- Extensive experience Reviewing/Submitting Renewals to the Enrollment Specialists
- Extensive experience Submitting Group Terminations
- Extensive experience Submitting/Requesting new Subgroups/Plan IDs/Departments and/or terminations
- Extensive experience Creating/Submitting BERT Requests
- Extensive experience Creating/Sending EGA & EGACF
- Wide range of experience with initial BlueHealth Solutions products setup
- Extensive experience with high profile BlueHealth Solutions issues and resolutions
- Extensive experience with IR and/or UW Report Requests
Technical Team Expert
BlueCross BlueShield of Tennessee
Chattanooga, TN
03.2013 - 02.2015
- Provide guidance to staff regarding technical and non-routine questions
- Investigate high profile issues
- Conduct desk audits
- Complete special projects as assigned by management
- Assist team in meeting performance goals and requirements
- Assist with/conduct team quality meetings
- Review quality errors and provide feedback
- Perform supplemental audits
- Collect data and complete reports
Benefit Representative, Single Point of Contact
BCBST
Chattanooga, TN
01.2007 - 03.2013
- Establish a professional relationship with brokers, group administrators, and members
- Responsible for handling inquiries involving membership, claims, billing, and benefits
- Independently determine the correct actions to take to resolve callers’ issues in a satisfactory manner
- Assist with high-profile issues that have escalated to the group level
- Surpass quality and accessibility requirements of the position. January 2009 – December 2009 year-end total quality 100% and year-end total accessibility 7.02. January 2010 – December 2010 year-end quality 100% and year-end total adherence 97.39%. January 2011 – December 2011 year-end total quality 99.2% and year-end total adherence 93.09%.
Teller II
First Tennessee Bank
Chattanooga, TN
01.1998 - 01.2002
- Assisted customers to ensure all inquiries are handled accurately and promptly
- Processed personal checking, savings, safe deposit box
- Accurately completed daily teller cash drawer report
- Controlled teller over and short amount under $25.00
- Handled large sums of currency
- Performed various clerical and administrative tasks
Education
Bachelors - Business Administration
University of Phoenix
Chattanooga, TN07.2012
Associates - Information Systems
Chattanooga State Technical Community College
Chattanooga, TN05.2006
Network Management Certificate -
Chattanooga State Technical Community College
Chattanooga, TN04.2006
Skills
- Account management
- Customer service
- Problem resolution
- Project management
- Health benefits administration
- Communication skills
- Account oversight
- Troubleshooting and problem resolution
- Research expertise
- Coaching and mentoring
- Professionalism
- Data entry
- Task prioritization
- Root-cause analysis
- Staff development and training
- Team collaboration
- Team leadership
- Cross-functional collaboration
- MS office suite
- Verbal and written communication
- Interpersonal skills
- Effective communication
- Multitasking and organization
Training
- Fundamentals in Word, Excel, PowerPoint
- Intermediate Word
- Advanced Word and PowerPoint
- FACETS
- Express Scripts
- Interactive Reporting
- Mainframe (Reflections)
- Caremark
- IBM Content Navigator (Imaging)
- SalesLogix
- BlueAccess
Certification
Certified Insurance Producer's License for Life, Accident, and Health Insurance
Timeline
Major Account Coordinator
BlueCross BlueShield of Tennessee
02.2015 - 11.2025
Technical Team Expert
BlueCross BlueShield of Tennessee
03.2013 - 02.2015
Benefit Representative, Single Point of Contact
BCBST
01.2007 - 03.2013
Teller II
First Tennessee Bank
01.1998 - 01.2002
Bachelors - Business Administration
University of Phoenix
Associates - Information Systems
Chattanooga State Technical Community College
Network Management Certificate -
Chattanooga State Technical Community College