Rolanda Royal

Resolved escalated customer complaints or queries promptly and efficiently.

• Led team meetings to discuss project updates and address concerns.
• Coordinated workflow among departments to enhance collaboration and efficiency.
• Billing: Medical, Pharmacy, and DME Claims; Eligibility Resolution Issues.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Identified needs of customers promptly and efficiently.
• Developed training materials to support employee onboarding and development.
• Facilitated communication between management and team members for clarity.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Utilized various software and tools to streamline processes and optimize performance.

• Coordinated daily operations to ensure efficient service delivery to clients.
• Developed training materials for new hires and existing staff on healthcare protocols.
• Oversaw compliance with regulatory requirements and quality standards in healthcare services.
• Consulted clients to assess insurance needs and recommend appropriate coverage options.
• Developed and maintained strong relationships with insurance carriers and underwriters.
• Collaborated closely with sales teams on new customer on-boarding process ensuring proper credit policies are followed at all times.
• Coordinated cross-functional teams across multiple departments during the customer onboarding process.
• Provided technical support during customer onboarding processes.

• Advised clients on benefits options and eligibility requirements.
• Conducted benefit enrollment sessions for new employees and existing staff.
• Assisted in resolving employee inquiries regarding health plans and retirement benefits.
• Organized workshops to educate employees about available benefits programs.
• Reviewed and updated benefits materials to ensure compliance with regulations.
• Maintained accurate records of employee benefit selections and changes.
• Researched new products and services available from providers to ensure the best value for the company's benefit offerings.
• Participated in open enrollment meetings with employees to answer questions about benefits options offered by the company.
• Generated invoices related to the organization's benefit programs based on usage data provided by vendors.
• Assessed requests for special accommodations due to medical conditions or disabilities when determining eligibility for certain benefits.
• Compiled data from multiple sources into concise reports suitable for management review.
• Processed claims filed by employees under the organization's group health plan according to established policies and procedures.
• Resolved customer service inquiries concerning various types of insurance coverage, policy changes, premiums.