Tiara Dawkins
Casselberry,FL
Overview
14
14
years of professional experience
Work History
Benefit Services Representative
Gusto (formerly Zendesk)
Orlando, FL
12.2023 - 09.2025
- Prepared documents for submission to insurance carriers for verification purposes.
- Compiled data from multiple sources into comprehensive reports for management review.
- Performed data entry into various systems related to benefits administration.
- Coordinated with other departments within the organization to ensure proper handling of benefits-related cases.
- Monitored changes in state and federal regulations concerning employee benefits programs.
- Conducted regular audits of benefits accounts for accuracy and compliance with applicable laws.
- Facilitated communication between employees, managers, vendors, brokers, and insurers as needed.
- Maintained accurate records of benefits enrollment, eligibility, and coverage.
- Provided support during audits by preparing necessary documentation for review by auditors.
- Facilitated training sessions for new brokers on topics such as sales techniques, product knowledge, enabling them to better serve customers.
Financial Program Specialist
AssistRx
Orlando, FL
05.2023 - 12.2024
- Communicated program offerings and requirements to participants, addressing any questions they had.
- Conducted independent reviews of applications and supporting documentation, collaborating with supervisor to determine program outcomes.
- Prepared periodic reports, financial statements, and records on program activities, progress, and status for management.
- Supported the development and successful launch of programs through effective resource management.
- Compiled, recorded, and evaluated personal and financial data to verify completeness and accuracy using a computer system to complete eligibility screening.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted individuals with eligibility for available benefits.
- Responsible for processing applications, introducing the assistance program, conducting benefit investigation for patients, and navigating complex reimbursement issues including initial entry of patient data into the system, looking up insurance benefits, contacting insurers, advising the healthcare provider and/or patient of patients’ benefits, and identifying patient access barriers and seeking resources to overcome barriers; leading and participating in pilots, new initiatives, special projects, and cross functional teams.
- Promoted to SPOC Liaison
Collector I - Mortgage - Loans
Hilton Grand Vacations
Orlando, FL
09.2022 - 04.2023
- Performs all collection activity, in accordance with company and Federal regulations, to facilitate the maintenance of acceptable delinquency percentages provided by management.
- Maintains required levels of phone activity, contact percentages and other key performance indicators.
- Legally, ethically and confidentially handles any correspondence and/or payments received.
- Maintains detailed and organized support documentation related to the handling of any owner account. Request skip tracing as necessary.
- Assists with the development of company policies and procedures in conjunction with collection tactics and practices.
- Assists all members of collections staff with daily processes and procedures when required.
Quality Analyst
OurFlorida ERAP
Orlando, Florida
04.2021 - 08.2022
- Monitored completed work and provided feedback to improve team member performance. Performed weekly and monthly audits of team member approved and denied cases insuring accuracy and timely processing of awarded funds to landlords and applicants in program.
- Recommended improvements to systems and procedures for increased productivity
- Identified training opportunities to drive increased levels of quality through various projects
- Collaborated with other departmental leaders to establish organizational goals, strategic plans and objectives.
- Created and revised systems and procedures by analyzing operating practices, recordkeeping systems and forms control.
- Attended weekly meetings via Zoom to coordinate strategies for meeting daily goals to include $2 million+ in awarded funds per specific county
Eligibility Specialist
OurFlorida ERAP
Orlando, FL
07.2020 - 04.2021
- Remote position
- Provided case management of assigned workload assisting low to moderate income applicants seeking rental and utility assistance in the wake of the Covid-19 Pandemic
- Processed applications for assistance and served as the primary point of contact for assigned cases
- Reviewed intake forms to determine client’s eligibility for program benefits (paystubs, W-2, ID forms, lease agreements, utility bills, HOA billing info, etc), made recommendations for award, generated agreements for execution and performed income verification to fulfill funding requirements
- Provided technical assistance to clients to assist with the completion of required program forms and other needed documentation
- Ensured all services provided to the clients were documented and organized in program tracking systems
- Managed caseload of 1000+ applicants.
- Heavy Excel usage
- Promoted to Quality Analyst
Patient Care Coordinator
Specialty Pharmacy
03.2018 - 06.2020
- Perform analytical and data entry task
- Answer patient calls, emails and questions, including finding insurance estimates
- Schedule patient visits and answer pre-visit questions, including about billing
- Ensure compliance with professional standards & regulatory requirements
- Provide patient consultations and recommended treatments
- Discuss cost of service, insurance coverage, and payment options with the patient
- Schedule any necessary outpatient appointments
- Get prior authorizations for procedures
- Meet with patients and families regarding treatments, procedures, medications, and continuing care
- Provide community resources and referrals for continuing care
- Assist in locating funding for special procedures or other patient needs
- Met and exceeded monthly KPI metrics to include AHT, ACW, CSAT scoring, NPS scoring and Answer rate
- Microsoft Office, Outlook
Account Support Representative
Mears Transportation
Orlando, FL
11.2011 - 03.2015
- Coordinated schedule of pickup and delivery appointments for 75 business accounts per week.
- Utilized payment software to process monthly account invoices
- Performed follow-up on account issues from various country wide Hello Mears accounts
- Heavy Excel usage.
- AS400
Education
Digital Marketing – Certificate Program In Progress -
University of Central Florida
Skills
- Record Management
- Copy Editing
- Professional Correspondence
- Microsoft Office Suite (including Excel)
- Communication
- Analysis of KPI data
- Knowledge of NPS, CSAT scoring, FCR rating, AHT, and answer rate
- Case management
- Salesforce (Classic and Lightning)
- DocuSign
- Sharepoint
Accomplishments
- Promoted to Quality Analyst due to accurately processing over 50,000 applications for eligible funding
- Collaboration on a 12 team member project that achieved $2,000,000 in awarded funding per day
References
References
Jody Diehl – Student Success Manager – UCF – 407.583.6750
Terell Walton – Engagement Specialist – Valencia College - twalt@mail.valenciacollege.edu
Timeline
Benefit Services Representative
Gusto (formerly Zendesk)
12.2023 - 09.2025
Financial Program Specialist
AssistRx
05.2023 - 12.2024
Collector I - Mortgage - Loans
Hilton Grand Vacations
09.2022 - 04.2023
Quality Analyst
OurFlorida ERAP
04.2021 - 08.2022
Eligibility Specialist
OurFlorida ERAP
07.2020 - 04.2021
Patient Care Coordinator
Specialty Pharmacy
03.2018 - 06.2020
Account Support Representative
Mears Transportation
11.2011 - 03.2015
Digital Marketing – Certificate Program In Progress -
University of Central Florida