Tina M. Jenkins
Detroit,MI
Summary
Organized and dependable candidate with analytical, problem solving, communication, willingness to learn, and teamwork skills. Able to manage multiple priorities with a positive attitude. Ability to quickly adapt to new environments and commitment to continuous learning and growth.
Overview
29
29
years of professional experience
Work History
Senior Analyst
Blue Cross Blue Shield of MI
09.2022 - Current
- Process, analyze, and research inquiries from the Employer Group and Customer Service to ensure membership records are accurate and aligned with the Employer Group and CMS regulatory guidelines.
- Excellent organizational abilities to prioritize and manage multiple tasks with varying timelines ensuring timely and accurate delivery of results and meeting deadlines.
- Knowledge of Medicare Advantage Enrollment and Disenrollment (chapter 2) guidelines ensuring compliance with established regulatory and accreditation guidelines.
- Communicate with internal and external stakeholders to achieve clarity and resolve inquiries.
- Conduct detailed research to evaluate, respond to and finalize assignments efficiently.
- Perform audit on membership records to ensure the Employer Group records are aligned with CMS guidelines.
Account Service Representative
Blue Cross Blue Shield of MI
01.2021 - 09.2022
- Received, investigated, resolved and responded to over 25 telephone & assigned inquiries daily from Agents, small group personnel & internal Small Group Account Representatives.
- Generated base rate Quotes.
- Processed urgent membership request.
- Processed group reinstatements, cancellations and general account maintenance.
- Handled Live chat Messaging.
- Performed other related duties as assigned.
Customer Service Representative II
Blue Cross Blue Shield of MI
07.2008 - 01.2021
- Performed face to face customer service handling over 10 inquiries daily involving variety of claims/benefits/billing concerns under varies products.
- Ensured customer request & questions are handled appropriately.
- Analyzed problems & provide information/solutions, thoroughly documenting inquiry outcomes for accurate tracking & analysis
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative II
Blue Cross Blue Shield of MI
02.2008 - 07.2008
- Managed 20 calls per day from subscribers regarding eligibility, benefits, and claims.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Performed other related duties as assigned
Customer Service Representative II
Blue Cross Blue Shield of MI
05.2006 - 02.2008
- Quickly & accurately answered Medicare beneficiaries/representatives written & telephone inquiries, billing questions, benefits & claims under the Medicare Advantage Program.
- Responded to member inquiries by telephone or typewritten self-composed letters.
- Handled inquiry routes from TMG.
- Use all levels of customer service including problem solving to ensure that customer inquiry has been resolved.
Customer Service Representative II
Blue Cross Blue Shield of MI
01.2005 - 05.2006
- Essential duties included, but not limited to: handling of incoming calls from Groups Human Resources. Personnel, Group Representatives, Account Service Representatives and Customer Service Representatives to make changes/updates to membership records.
- Added new contracts to NASCO system & updated subscriber's records by processing all membership changes by use of transactions.
- Performed other related duties as assigned.
Customer Service Representative II
Blue Cross Blue Shield of MI
08.2000 - 01.2005
- Managed high volume of incoming calls from providers inquiring about inpatient precertification, verified contract eligibility, re-routed misdirected inquiries.
- Handled mental health benefits for Ford hourly enrollees.
- In addition processed out of network referrals for the Autos Blue Preferred Plus members.
Customer Service Representative II
Blue Cross Blue Shield of MI
06.1997 - 08.2000
- Managed over 25 customer written & telephone inquires, benefits, claims etc.
- Conducted internal and external research necessary to handle disputed inquires from subscribers, and/or beneficiaries.
- Responded to subscribers inquires by telephone or by typewritten self-composed letters to advise of decisions and actions.
Customer Service Representative
Blue Cross Blue Shield of MI
08.1996 - 06.1997
- Managed inquiries for Chrysler retirees, surviving spouses, and personnel representatives regarding pension-related issues, address changes and pension check
Education
Bachelor of Science - Human Services
University of Detroit Mercy
Detroit, MI08-2003
Skills
- Analytical and Problem-Solving
- Data Analysis
- Team-Oriented and Cooperative
- Basic knowledge Microsoft Word, Outlook, Excel
- Patient and Empathetic Excellent
Timeline
Senior Analyst
Blue Cross Blue Shield of MI
09.2022 - Current
Account Service Representative
Blue Cross Blue Shield of MI
01.2021 - 09.2022
Customer Service Representative II
Blue Cross Blue Shield of MI
07.2008 - 01.2021
Customer Service Representative II
Blue Cross Blue Shield of MI
02.2008 - 07.2008
Customer Service Representative II
Blue Cross Blue Shield of MI
05.2006 - 02.2008
Customer Service Representative II
Blue Cross Blue Shield of MI
01.2005 - 05.2006
Customer Service Representative II
Blue Cross Blue Shield of MI
08.2000 - 01.2005
Customer Service Representative II
Blue Cross Blue Shield of MI
06.1997 - 08.2000
Customer Service Representative
Blue Cross Blue Shield of MI
08.1996 - 06.1997
Bachelor of Science - Human Services
University of Detroit Mercy
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