Lynroy Osbourne

Health Insurance Professional

New York State Health Programs

New York, New York

04.2018 - 08.2024

6 years of experience supporting New York State health insurance programs, including enrollment assistance, member services, eligibility guidance, and compliance with state and federal regulations.
Team Leader for 2 years, managing daily workflows, coaching staff, and ensuring accurate processing of NYSOH applications, renewals, and member inquiries.
Expert in navigating NYSOH systems, Medicaid/CHP guidelines, Qualified Health Plan standards, and documentation requirements, ensuring members receive correct program placement and support.
Collaborated with marketing and community engagement teams to boost awareness of state health programs and drive enrollment across culturally and linguistically diverse populations.
Strengthened relationships with community organizations, schools, clinics, and immigrant-support groups, increasing visibility and trust in state-sponsored health coverage options.
Coordinated and staffed community outreach events, representing the organization at health fairs and NY State community events to educate residents about coverage options and enrollment deadlines.
Delivered high-quality, compliant member support, resolving complex eligibility and coverage issues, assisting with billing questions, and providing accurate plan information.
Excelled in remote work environments, consistently meeting productivity, confidentiality, and quality measures set by state and organization standards.
Handled escalations professionally, ensuring member concerns were resolved promptly while maintaining adherence to NY State consumer protection expectations.
Developed training guides and staff resources to support consistent service quality and enhance onboarding for new team members.
Analyzed customer feedback and enrollment patterns to recommend improvements that support member retention and program satisfaction.