Summary
Overview
Work History
Education
Skills
Timeline
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Melinda Roach

Jacksonville,FL

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

4
4
years of professional experience

Work History

Licensed Health Insurance Agent

Teleperformance
10.2024 - Current
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.

Medicare Broker Support

Point 32 Health
10.2023 - 05.2024
  • Maintain broker records and reports; including credentialing brokers and processing monthly non-standard commission calculations and reports.
  • Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.
  • Prepared contracts and related documentation according to strict standards.
  • Collaborated with the Sales and Marketing Product Operations and IT departments to provide input into database for improvements.

Broker Service Support

UnitedHealthcare
03.2022 - 08.2023
  • Assisted agents with onboarding, certifications and commission inquires.
  • Performed research and resolve health insurance agent/broker's questions relating to using self-service tools and member concerns.
  • Provided Medicaid and Medicare, verification, eligibility and application status.

Behavioral Health Utilization Management

Anthem
01.2021 - 03.2022
  • Evaluated medical guidelines and benefit coverage to determine appropriateness of services.
  • Performed prior authorization review of services requiring notification.
  • Submitted cases for criteria failures and help facilitate resolutions and approvals.
  • Collaborated with interdisciplinary teams to develop customized care plans tailored to individual patients'' needs.

Behavioral Health Specialist

ACI Federal/Eastern State Hospital
04.2021 - 12.2021
  • Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
  • Implemented cognitive-behavioral techniques to address negative thought patterns and promote healthier thinking habits among clients.
  • Documented patient information, progress report, and treatment plans.
  • Provided crisis intervention services during emergency situations, ensuring immediate support and safety for affected individuals.

Education

Business Administration And Management

Saint Leo University
Fort Eustis, VA

GED -

Virginia Department of Education
11-2006

Skills

  • Project management
  • Time management mastery
  • Critical thinking
  • Problem solving skills
  • Oral and written communication skills
  • Strong organizational skills and attention to detail
  • Leadership skills

Timeline

Licensed Health Insurance Agent

Teleperformance
10.2024 - Current

Medicare Broker Support

Point 32 Health
10.2023 - 05.2024

Broker Service Support

UnitedHealthcare
03.2022 - 08.2023

Behavioral Health Specialist

ACI Federal/Eastern State Hospital
04.2021 - 12.2021

Behavioral Health Utilization Management

Anthem
01.2021 - 03.2022

Business Administration And Management

Saint Leo University

GED -

Virginia Department of Education

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Melinda Roach