Susan Pompey
Jacksonville,FL
Summary
Licensed insurance professional with over 29+ years of experience in customer service and public relations for leading insurance companies in the Jacksonville, FL area.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Licensed Health Insurance Agent
Independent Health Broker
Jacksonville, FL
04.2017 - Current
- Advised clients on selecting optimal health insurance plans to meet individual needs.
- Facilitated enrollment processes for diverse health insurance products and services.
- Educated clients on policy benefits, coverage options, and potential costs.
- Analyzed client information to provide tailored recommendations for health insurance solutions.
- Resolved customer inquiries and concerns promptly to ensure high satisfaction levels.
- Developed relationships with insurers to enhance product offerings and client options.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Handled escalated customer concerns promptly and professionally, resolving issues to the client''s satisfaction.
- Maintained accurate records of all client interactions and transactions, ensuring compliance with industry regulations and company policies.
- Negotiated favorable terms with insurance carriers on behalf of clients, securing optimal coverage at competitive rates.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Enhanced customer retention through effective relationship-building and follow-up strategies.
- Led informational seminars about health insurance products for prospective clients and community organizations to increase brand visibility and generate leads.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Educated clients on insurance policies and procedures.
- Negotiated contracts and terms of sale with potential customers.
Sr. Marketing Outreach Specialist
Well care Health Plans, Inc.
Jacksonville, FL
07.2011 - 10.2016
- Ordered, maintained, received, kept inventory and delivered supplies to all designated areas/locations.
- Assisted leadership with internal projects which include promoting and analyzing all marketing opportunities
- Organized and developed successful marketing enrollment events.
- Ensured all member issues are documented and communicated clearly for issue resolution.
- Participated in strategy meetings as necessary and made recommendations regarding WellCare and Harmony projects.
- Aided in preparation of all marketing and education events, activities and all presentations to eligible candidates, community partners and provider partners.
- Developed and maintained relationships within the business and community organizations.
- Supported Management in mentoring and training current and new Marketing Outreach Specialist.
- Thoroughly and accurately documented all program activities regarding the effectiveness of the programs.
Account Executive
FL BlueCross
Jacksonville, FL
03.2009 - 01.2010
- Resolved group enrollment, maintenance and billing issues.
- Provided guidance or expertise to less experienced representatives.
- Established and maintained business relationships with groups administrators/ decision makers on assigned group of various sizes.
- Ensured compliance with federal and state laws with group contracts
- Invoiced and reconciled premium income in a timely manner to minimize financial risk to ensure corporate/departmental goals are achieved.
- Served as a contact liaison for internal and external to resolved group issues which may require supervised visits to group locations.
- Managed large volumes of work in a timely manner.
Office Manager
Southside Counseling
Jacksonville, FL
03.2008 - 03.2009
- Managed and coordinated all day to day operations of counseling center.
- Assisted Mental Health Counselors with new intakes.
- Researched and prepared all legal forms, letters, and subpoena requested documents
- Processed all claims, medical billing, and investigated all errors on accounts payable.
Provider Relations Manager
MD Medicare Choice
Jacksonville, FL
09.2007 - 02.2008
- Coordinated and assisted with finalizing provider contracts with specific contractual, reimbursement and time requirements.
- Administered all day to day aspects of an in-house health plan.
- Conducted provider education in accordance with the relevant requirements of each plan.
Customer Relations Supervisor
JaxCare
Jacksonville, FL
01.2006 - 08.2007
- Maintained good customer relations with employers regarding health care issues and services offered by JaxCare.
- Interviewed program applicants to determine eligibility for JaxCare program.
- Conducted orientation meeting with new enrollees to explain health care services available through JaxCare.
- Accurately completed all documentation for enrollment in a timely manner.
Marketing Representative
Quality Health Plans
Jacksonville, FL
07.2005 - 02.2006
- Scheduled and conducted seminars for Medicare recipients.
- Presented benefits to prospective members via in-home visits, represent company at public events.
- Provided assistance to existing members, assisted management with special projects as needed.
- Played a vital role in building and maintaining public image through daily customer interactions.
Community Relations Manager
Preferred One/Wellcare(CT)
New Haven, CT
04.2004 - 06.2005
- Organized and developed marketing sites throughout the state of Connecticut for over 25 licensed insurance agents.
- Produced and updated marketing schedule and event calendar.
- Processed funding and sponsorships for upcoming events
- Performed daily and weekly presentations for potential marketing organizations.
- Completed weekly and monthly sales report.
- Served as a liaison between Preferred One and the public sector.
Licensed Sales Agent
WellCare
Jacksonville, FL
03.2001 - 04.2004
- Enrolled eligible clients into private insurance carrier.
- Explained medical benefits to current members.
- Provided services to participating local medical network.
- Weekly presentations to state mandated applicants.
- Worked health fairs and events for customer assistance and potential member enrollment.
Marketing Coordinator
Humana Inc.
Jacksonville, FL
12.1997 - 03.2001
- Processed agents’ enrollment applications.
- Assignment of physicians to monthly mandate list.
- Ordered supply giveaways.
- Maintained enrollment log for AFDC.
- Distributed lead information to sales agents.
- Computed monthly commissions & weekly submission reports.
- Updated marketing literature.
- Composed minutes for Monthly Staff meeting.
Resolution Dept Supervisor
Humana Inc.
Jacksonville, FL
12.1997 - 03.2001
- Supervised a team of Resolution specialists.
- Collected & distributed complaint forms to specialists for completion.
- Maintained document log for follow up and quality assurance.
- Produced weekly reports on individual & group’s performances.
Resolution Specialist
Humana Inc.
Jacksonville, FL
12.1997 - 03.2001
- Handled all escalated problems requiring additional extensive research.
- Assisted Customer Service with any overflow calls.
- Resolved correspondence issues sent in by members.
Education
Some College (No Degree) - Insurance
FL Community College of Jacksonville & Columbia College
JacksonvilleSkills
- Proficient with Microsoft Word, PowerPoint, Access, Excel, Outlook, Siebel, Bluesenroll, AEMT, Cirts, EVT, Diamond , TSO, RBMS, PRIME, Convergence, BlueBiz, PMAT, VPI, WeQ, AUT, OPS reporting, EIP, METL, Legacy, and Special Exception tools
- Strong interpersonal and communication skills and great technical ability
- Able to perform in a multifunctional environment
- Strong customer service experience
- Proven Accounts Receivable and payable experience
- Detail oriented and excellent multi-tasking ability
Certification
Licensed Health Insurance Agent
Timeline
Licensed Health Insurance Agent
Independent Health Broker
04.2017 - Current
Sr. Marketing Outreach Specialist
Well care Health Plans, Inc.
07.2011 - 10.2016
Account Executive
FL BlueCross
03.2009 - 01.2010
Office Manager
Southside Counseling
03.2008 - 03.2009
Provider Relations Manager
MD Medicare Choice
09.2007 - 02.2008
Customer Relations Supervisor
JaxCare
01.2006 - 08.2007
Marketing Representative
Quality Health Plans
07.2005 - 02.2006
Community Relations Manager
Preferred One/Wellcare(CT)
04.2004 - 06.2005
Licensed Sales Agent
WellCare
03.2001 - 04.2004
Marketing Coordinator
Humana Inc.
12.1997 - 03.2001
Resolution Dept Supervisor
Humana Inc.
12.1997 - 03.2001
Resolution Specialist
Humana Inc.
12.1997 - 03.2001
Some College (No Degree) - Insurance
FL Community College of Jacksonville & Columbia College
Personal Information
Title: Licensed Health Insurance Agent