Rolanda Royal

• Handled sensitive member information responsibly, adhering strictly to privacy regulations and guidelines.
• Resolved escalated member issues with diplomacy, tactfully navigating challenging situations while maintaining rapport with the customer.
• Utilized data analysis to identify trends in customer feedback, driving continuous improvement efforts within the team.
• Participated in regular training sessions to stay current with industry trends and enhance knowledge base.
• Listen actively and ask appropriate questions in order to identify specific questions or issues, and document inquiries from members of UHC’s programs regarding the following:
• Medical, vision, dental, pharmacy, HSA, FSA plan details and reviews
• Plan / program eligibility
• Medical Claims Review and Process/CPT Codes Review
• Use multiple databases, tools, and partnerships to refer and enroll members to appropriate internal specialists and programs, based on needs
• Interpret and translate clinical / medical terminology and coding to assist members with managing cost using simple language
• Adapt to communicated changes in process, policy, and guidelines quickly at site and enterprise level
• Educate members about the fundamentals of health care benefits and plans
• Assist members to maximize use of community services, support programs, and resources available

• Trained new team members by relaying information on company procedures and safety requirements.

● Identify trends in the support calls and develop guidance to address recurring issues and inquiries. Completed Monthly/Quarterly Reporting to varies Account Managers

• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Worked different stations to provide optimal coverage and meet production goals.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
• Coached team members in techniques necessary to complete job tasks.
• Educated staff on organizational mission and goals to help employees achieve success.

● Cross-Functional Collaboration Working closely with sales, marketing, and product teams, I have effectively communicated customer needs and advocated for product improvements to meet market demands

• Collected, arranged, and input information into database system.

● Customer Onboarding/Training: led customers onboarding processes, ensuring smooth implementation and empowering clients to maximize the value of their investment

• Conducted regular reviews of operations and identified areas for improvement.

● Own and manage multiple shared group mailboxes supporting members’ product

• Created and managed project plans, timelines and budgets.

portal.

● Team Leadership nurtured a positive and collaborative environment to motivate my team to excel as a resource for other team members; provide training, support and technical guidance to new hires and peers encompassed with scheduling and workload management.

● Implement programs reviewing the functionality of URLs and processes for the

various programs.

• Directed and controlled 401K, medical, dental, and vision benefit packages.
• Streamlined claims processing, accelerating resolution times and improving employee experience.
• Collaborated with HR team to create and implement wellness programs that improved employee health and productivity.
• Partnered with mental health providers to add comprehensive mental health support to benefits packages.
• Delivered informative presentations on benefits options, ensuring employees were well-informed and could make educated decisions.
• Established metrics for evaluating benefits program effectiveness, leading to data-driven enhancements.
• Assessed the effectiveness of current benefit offerings through regular employee surveys, using feedback to inform future program enhancements.
• Championed diversity and inclusion by incorporating range of benefits suitable for diverse workforce.
• Collaborated with HR teams to integrate benefits administration with broader HR systems, enhancing operational efficiency.
• Streamlined benefits enrollment process for new hires, ensuring a smooth onboarding experience.
• Conducted detailed benefits analysis to tailor plans that met employee needs and company budget constraints.
• Partnered with HR leadership to review and update benefits-related policies and procedures, ensuring legal compliance and best practices.
• Leveraged data analysis skills to monitor usage patterns within various benefit programs, identifying areas for potential improvement or cost savings.
• Implemented digital benefits platform, enhancing accessibility and engagement among workforce.
• Enhanced employee satisfaction by effectively addressing benefit inquiries and providing timely resolutions.
• Facilitated seamless transitions during mergers or acquisitions by coordinating efforts between multiple departments and benefit providers.

• Maintained comprehensive knowledge of industry trends and regulatory updates, ensuring all staff members received timely training on relevant changes impacting student funding options.
• Streamlined office operations by developing efficient policies and procedures that reduced wait times during peak periods significantly.
• Managed a caseload of over 300 students, ensuring efficient processing of financial aid applications and disbursements.
• Developed comprehensive training materials for new staff members, resulting in more consistent service delivery.
• Built strong relationships with students and their families, providing compassionate support and guidance throughout the financial aid application process.
• Implemented effective communication strategies to keep students informed about deadlines and important updates related to their financial aid status.
• Assisted families in understanding their individualized financial aid packages, leading to informed decision-making regarding enrollment choices.
• Reduced processing errors by implementing systematic reviews of student files for accuracy and completeness.
• Led efforts to establish a centralized database of scholarship opportunities accessible to all students seeking additional funding sources beyond traditional loans and grants programs.
• Evaluated eligibility criteria for various scholarship programs, recommending qualified candidates based on academic performance, need, or other qualifying factors.
• Provided expert guidance on navigating complex federal regulations, ensuring compliance with all statutory requirements related to student funding programs.
• Conducted informative financial aid workshops for prospective students, increasing awareness of available resources and support services.
• Collaborated with fellow counselors to implement best practices in financial aid counseling and case management.
• Increased student retention rates by proactively identifying at-risk students and providing targeted financial assistance options.
• Served as the primary liaison between the Financial Aid Office and other campus departments, fostering strong working relationships for improved collaboration.
• Advocated for students facing unique circumstances or hardships, securing additional funds through appeals processes when necessary.
• Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
• Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
• Reviewed financial aid appeals, issuing secondary and final judgments on award packages.
• Processed loan applications and monitored progress from start to finish.
• Monitored pipelines to track and log status of loans.

• Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
• Counseled students and parents about financial aid options and program details.
• Provided financial aid counseling to enrolled and prospective students.
• Authored presentations and documentation for distribution to current and prospective students.
• Communicated with prospective students to illustrate available financial aid opportunities.
• Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
• Represented financial aid office at group meetings with high school students and parents.
• Processed unique financial aid profiles for undergrad and post-grad applications.
• Collaborated with community-based organizations to increase economic diversity of applicant pools.
• Proactively identified potential barriers to enrollment or retention, developing solutions to address these challenges for at-risk populations.
• Conducted regular evaluations of policies and procedures, recommending improvements based on best practices within the industry.
• Improved student satisfaction with financial aid services by providing timely and accurate information on available resources.
• Managed a caseload of over 500 students, ensuring individualized attention and prompt resolution of issues.
• Evaluated the effectiveness of institutional aid policies, adjusting strategies as needed to ensure equitable distribution of resources among students from diverse backgrounds.
• Assisted students in navigating complex loan repayment options, resulting in lower default rates for the institution.
• Complied with state and federal financial aid guidelines and regulations.
• Monitored institutional budgets, allocating funds effectively to maximize available assistance for students in need.
• Advised students in making academic decisions and financial management.
• Collaborated with academic departments to develop targeted financial aid packages for students in specific majors or programs.
• Provided comprehensive training to new staff members, ensuring consistent delivery of high-quality service to students and their families.
• Organized financial literacy workshops for students and their families, empowering them to make informed decisions about college costs and loan repayment options.
• Participated in regional conferences, staying current on emerging trends within higher education financing to better serve our student population.