Summary
Overview
Work History
Skills
Additional Information
Websites
Work Availability
Quote
Timeline
Generic
Tomica Dykes

Tomica Dykes

Erie,PA

Summary

Personable and dedicated leader with extensive experience in the health insurance industry and advancement. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Senior Community Engagement Specialist (PROMOTION)

Highmark Wholecare
Erie, PA
01.2022 - 05.2023
  • Accountable for grassroots efforts, developing relationships, and was liaison with local community organizations, key community leaders, partners, and health plan members to promote Highmark Wholecare’s leadership role in improving healthcare for the community
  • Implemented and managed multiple programs and events to support the organization’s business and community missions to address the Social Determinants of Health, designing and managing all phases of the project life cycle
  • Established positive relationships with community groups, stakeholders and volunteers to coordinate strategic efforts.
  • Promoted productive interactions between communities and facilitated citizen participation.
  • Led agency engagement and communication programs to gather information and identify concerns.
  • Reviewed and monitored programs regularly and coordinated resources and materials.
  • Planned and managed different community meetings, public forums and outreach events.
  • Implemented community outreach and engagement plans to reach vulnerable communities.
  • Collaborated with community-based organizations and key stakeholders to address community initiatives.
  • Maintained outreach contacts in organization's database to track progress toward base building goals.
  • Conducted interviews with people from target populations to listen to concerns and amplify group's voice.
  • Developed engagement and outreach metrics to solicit community engagement.
  • Mentored volunteers on assigned tasks to keep everyone operating at same level.
  • Distributed informational pamphlets and legislative contact information.
  • Recruited, trained and oversaw organizational volunteers.
  • Conducted outreach to local community leaders and progressive organizations and assisted with local and regional on-site events.
  • Developed and executed plans for budget, venue and worker safety for campaigns.
  • Identified resources to create fundraising opportunities.
  • Solved social problems, transformed struggling and fragmented communities into cohesive, safe groups with sound economies and team spirit.
  • Inspired communities and individual citizens to mobilize and coordinate forces and develop tools to accomplish social change.
  • Assisted members and employer groups in understanding their health insurance benefit plan and conveying everything included with it.
  • Planned advertising campaigns for online, print and other mediums.
  • Collaborated with other departments to coordinate strategic marketing activities.
  • Cultivated business partnerships to build lasting relationships with internal and external parties.
  • Planned and facilitated meetings to share marketing plans and explain future business goals.
  • Assessed projects against budgets and timelines, keeping team and assignments on task.
  • Negotiated with vendors to obtain most cost-effective pricing for product distribution.
  • Coordinated marketing events for showcasing product and service offerings.
  • Collected and analyzed market research data for use in forecasting.
  • Delivered marketing strategy updates to upper-level management.
  • Conducted research to determine ideal markets for products and services.
  • Marketed products and services at tradeshows and promotional events.

Associate Community Affairs Analyst (PROMOTION)

Highmark Health
ERIE, PA
10.2019 - 01.2022
  • Represented the corporation to enhance the corporation’s leadership, image, reputation, and community involvement
  • Worked with non-profit organizations, community leaders, and potential funding partners regarding sponsorships, grant-making, volunteerism, and special community programs
  • Implemented and managed multiple programs and events that support Highmark’s business and community missions, designing and managing all phases of the project lifecycle
  • Met with agencies and organizations to assess their funding needs and volunteer opportunities
  • Independently evaluate funding requests, prepared materials, made funding recommendations, along with overseeing the management of the grant and/or sponsorship
  • Designed, implemented and managed volunteer and community programs
  • Reviewed and evaluate sponsorship and grant funding requests and presented funding recommendations at staff meetings to Senior staff and colleagues based on Highmark’s strategic direction and business needs
  • Ensured compliance with standard terms and conditions for sponsorship agreements and contracts, department procedures and corporate giving policies and IRS regulations for grants and programs
  • Provided due diligence to prospective grantees which may include site visits, examination of project budget, research on program impact and need, and information regarding organization
  • Managed events, programs and corporate employee engagement activities and special corporate initiatives
  • Managed resource allocation such as volunteers, inter-department support and vendors
  • Developed collaborations and partnerships with key community stakeholders, internal departments, and Highmark subsidiaries to effectively implement community programs and events.
  • Resolved conflicts between clients, team members and management.
  • Oversaw impact assessments and wrote reports outlining findings.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Planned and completed group projects, working smoothly with others.
  • Identified target audience and developed optimized communication plans to engage and interest individuals.
  • Built and maintained corporate image, brand and identity.
  • Designed and edited promotional publications.
  • Oversaw special promotional events to drive positive media coverage, boost revenue and enhance sales.
  • Created and optimized promotional publications and related materials.
  • Developed and maintained company corporate image and identity using logos and signage.
  • Identified client groups and audiences, determining best way to communicate publicity information.
  • Established and maintained working relationships with clients, government officials and media representatives.
  • Evaluated advertising and promotion programs for compatibility with public relations efforts.
  • Coordinated positive media interviews and events sponsorships.
  • Observed and reported on social, economic and political trends that affect employers.
  • Planned advertising campaigns for online, print and other mediums.

MEMBER ENGAGEMENT GUIDE (PROMOTION)

Highmark Inc
Erie, PA
10.2018 - 10.2019
  • Empowered members to make informed decisions by evaluating the most appropriate type of provider for members' unique needs
  • Assessed which providers are in-network and ensure that the members are fully informed of the tools and resources available to transition to AHN or other community providers
  • Advocated for members by helping with transferring medical records, making appointments with AHN or independent providers, and help resolving claims or billing issues
  • Assisted members in accessing medical care from higher quality, more cost-effective providers closer to their homes
  • Highlighted the latest developments in quality of care and the results of investments from AHN and community partner providers
  • Demonstrated business acumen by partnering with and developing proactive sales strategies with the organization's sales team and executing these strategies by influencing member buying decisions during open enrollment events focused on retention and increasing the organization's enrollment and profitability
  • Participate in the development of sales strategies by collaborating with client managers and sales team, as well as executing those strategies in sales situations by influencing member buying decisions to purchase supplemental lines of coverage for growth and/or retention of contracts and increase profitability for Highmark products along with the dental and vision companies on a regional and national basis
  • Scheduled and facilitated meetings with employers, members, AHN and community provider partners
  • Assisted members and employer groups in understanding their health insurance benefit plan and conveying everything included with it.

SENIOR CALL CENTER COORDINATOR (PROMOTION)

Highmark Inc
Erie, PA
07.2016 - 10.2018
  • Forecast future Customer Service call volumes for daily, weekly, monthly, and annual time periods
  • Including analysis of call volumes, patterns, issues and trends, which may vary by call center, day of week, time of year, time of day, etc
  • As well as compile monthly statistics for internal areas, as requested
  • Research problems using appropriate tools, document findings and where possible recommend solutions
  • Serve as the schedule coordinator for the division
  • Prepare and publish reports, as well as agent schedules, to meet service level requirements in the most efficient manner possible
  • Obtain information on employee activity and status, including schedule assignments, absences, meetings, and other schedule exceptions, reviewing requests for schedule alterations,
  • Monitoring and reporting daily service levels and accuracy of workload forecasts, forwarding concerns and recommendations to the Workforce Planning Team Manager
  • Support scheduling impacts of longer-term initiatives, events, or trends
  • Work with Workforce Planning Team Manager and Customer Service Management team to appropriately schedule Customer Service employees during these initiatives
  • Prepare and publish reports, as well as agent schedules from TotalView and/or other software forecasting tools
  • Perform first-level evaluation and triage of logged entries to ensure that disposition is handled appropriately, including immediate corrective action or routing of request to appropriate team/department
  • Reallocate work items or resources utilizing standard work and resource sharing protocols and tools - includes the maintenance of employee data (skills, workbaskets, queues, etc.)
  • Monitored performance by reviewing relevant reporting data and producing statistical reports.
  • Determined and formulated policies, procedures and business strategies to meet growth objectives of company.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

SENIOR MEMBER SERVICE ADVOCATE

HIGHMARK Inc
Erie, PA
04.2011 - 06.2018
  • Managed internal support line - Served as a resource to member advocates and members to answer complex inquiries and resolve and educate clients
  • Answered phone calls and written correspondence from member and providers regarding questions about benefits, claims, enrollment, and billing.
  • Spent 25% of the time in departmental lead functions, such as mentoring or aiding team members with procedural questions, responding to escalated, problem calls, conducting quality review, responding to executive, legislative or Insurance Commission Inquiries, etc
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Audited customer account information to identify issues and develop solutions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Coached/mentored/trained team members
  • Evaluated advocates calls for professionalism
  • Analyzed daily reports to ensure performance guarantee and other department/company goals are being met and/or exceeded
  • Assisted clients/groups/members with enrollment, claims, and /or benefit questions
  • Led departmental meetings

Skills

  • Account Management
  • Customer Service
  • Customer Retention Strategies
  • Building Customer Trust and Loyalty
  • Data Entry
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Issue and Complaint Resolution
  • Customer Account Management
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Teamwork and Collaboration
  • Strong Analytical and Problem Solving Skills
  • Inbound and Outbound Calling
  • Remote Office Availability
  • Computer Skills
  • Time Management
  • Policies and Procedures Adherence
  • Membership Inquiries and Renewals
  • Relationship Building
  • Strategic Thinking
  • Microsoft Office
  • Multi-tasker
  • Portfolio Growth
  • Spokesperson Experience
  • Communications Leadership
  • Planning & Organizing
  • Media Communications
  • Needs Assessment
  • Community Relationship Building
  • Program Planning
  • Materials Development
  • Meeting Scheduling
  • Community Relations Expertise
  • Public Speaking
  • Community engagement
  • Community resources specialist
  • Community health

Additional Information

  • Licenses/certifications , PA Producer’s License - Life, Accident, Health, and Annuities

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

I think a lot of people dream. And while they are busy dreaming, the really happy people, the really successful people, the really interesting, engaged, powerful people, are busy doing.
Shonda Rhimes

Timeline

Senior Community Engagement Specialist (PROMOTION)

Highmark Wholecare
01.2022 - 05.2023

Associate Community Affairs Analyst (PROMOTION)

Highmark Health
10.2019 - 01.2022

MEMBER ENGAGEMENT GUIDE (PROMOTION)

Highmark Inc
10.2018 - 10.2019

SENIOR CALL CENTER COORDINATOR (PROMOTION)

Highmark Inc
07.2016 - 10.2018

SENIOR MEMBER SERVICE ADVOCATE

HIGHMARK Inc
04.2011 - 06.2018

Similar Profiles

CREATE PROFILE
Tomica Dykes