Kimberlee Jones
Jacksonville,FL
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Analyst II
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville , FL
2023.01 - Current
- Maintain accurate records of all data collected during analysis processes.
- Monitor operations and review records and metrics.
- Created a mailbox to propose a solution to problems related to duplication and lack of responses.
- Created and submitted reports to Leadership.
- Collaborate with cross-functional teams on projects related to Agency Engagement.
Service Advocate
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville , FL
2016.08 - 2024.01
- Maintained accurate records of customer interactions for follow-up purposes.
- Coordinated with external vendors as needed in order fulfill special orders or resolve complex issues.
- Handled customer complaints in a professional manner, escalating as necessary to ensure resolution.
- Researched customer accounts to verify accuracy of billing information and account status. (State, Federal, ASO and Employee Group)
- Ensured all service requests were completed within established timelines while meeting quality standards.
- · Served on several projects as technical expert (EBS, COBRA Automation, Client Letter, and GEMB SSO Application Settings).
- · Maintained Employee Group Financial Spreadsheets, Sending out Coupons, and Qualifying Event Packets.
- · Responsible for the Cobra Mailbox of creating and analyzing AE spreadsheets to send General Rights Notice and Cobra Qualifying Event Packets. (State, Federal, Employee Group)
Service Advocate III
Zero Chaos
Jacksonville , FL
2015.12 - 2016.08
- Ensured all service requests were completed within established timelines while meeting quality standards.
- Researched customer accounts to verify accuracy of billing information and account status. (Federal and State)
- Monitored customer accounts for changes or updates that may require additional follow-up.
- Ensured compliance with company policies and procedures when interacting with customers.
- Collaborated with internal departments such as sales and MCC to ensure timely delivery of services promised to customers.
- Input data into our system for Enrollments and creating letters.
Education
High School Diploma -
First Coast High School
Jacksonville, FL2010-06
Skills
- Trend modeling
- Process Improvements
- Report Preparation
- Workflow Analysis
- Data Research and Validation
- Documentation And Reporting
Accomplishments
- Cosmic Award Recipient (2021)
- Implemented a process improvement for Agency Engagement, by creating an internal mailbox. (2024)
- Lean Class (May 8th - 10th 2024)
- Currently in Lean (Green Belt Certification)
- Currently in EMB Career Development
Timeline
Analyst II
Florida Blue - Blue Cross Blue Shield Of Florida
2023.01 - Current
Service Advocate
Florida Blue - Blue Cross Blue Shield Of Florida
2016.08 - 2024.01
Service Advocate III
Zero Chaos
2015.12 - 2016.08
High School Diploma -
First Coast High School
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