Roquella Preston
Chicago
Summary
Dedicated professional with five years of experience delivering high-quality client support in healthcare, housing, and financial sectors. Expertise in conflict resolution and benefits navigation, ensuring efficient service delivery while upholding privacy protocols. Seeking to leverage skills in a customer-facing role within a fast-paced, innovative organization.
Overview
10
10
years of professional experience
Work History
Member Resource Specialist
LHH Staffing SEIU Healthcare- Temp
Chicago
08.2025 - 05.2026
- Served as the first point of contact for 50+ program participants requiring support with registration for annual Personal Assistant training, online systems, registration platforms, and account benefit-related inquiries.
- Troubleshot member access issues and provided participants with portal access education and walkthrough guidance.
- Provide empathetic and knowledgeable support.
- Complied with account verification and privacy protocols and procedures.
- Maintained accurate and thorough member account interaction details.
Customer Care Advocate
Blue Cross Blue Shield Medicaid
Chicago
08.2024 - 07.2025
- Provided empathetic, high-volume phone support to 70+ Medicaid members and Providers with benefit, eligibility, and coverage inquiries.
- Researched medical procedures and prior authorization requests/educated members about prior authorization approval processes.
- Identified and defined member grievance issues and submitted a thorough and detailed written complaint and account of the situation on Medicaid recipients' behalf.
- Researched and explained RX and claims decision inquiries to members and providers.
- Collaborated with the plan pharmacist to help resolve RX payment and filling issues.
- Comply with HIPAA guidelines and regulations.
Remittance Processor
City Staffing at JP Morgan Chase
Chicago
11.2023 - 05.2024
- Processed 100+ financial payments and time-sensitive documents with precision under tight deadlines.
- Entered and verified high-volume payment and account data.
- Maintained the integrity of digital and physical records.
- Supported multi-team workflows with attention to detail and adaptability.
Member Services Coordinator
Midwest Regional Carpenters Union-Temp
Chicago
07.2022 - 02.2023
- Handled benefit enrollment, retiree health plans, and benefits coverage inquiries.
- Assisted healthcare professionals and members with claims follow-ups.
- Resolved union member issues related to account and payment portal access, provided password reset guidance, and account portal walkthrough assistance.
- Maintained accurate documentation of service interactions and issue resolutions.
Benefits Support Specialist
Evolent Health
Chicago
05.2020 - 06.2021
- Assisted members with authorization, payment issues, and plan coverage inquiries.
- Maintained updated patient/provider demographic records.
- Reconciled discrepancies in billing and coverage.
Residential Services Support
MAC Properties
Chicago
05.2018 - 05.2020
- Supported tenant onboarding, move-ins/outs, and billing resolution.
- Scheduled property showings and facilitated event coordination.
- Served as liaison between residents and maintenance/administrative teams.
- Collaborated with and dispatched maintenance personnel to resolve immediate and emergency tenant situations.
Eligibility Specialist
CFA Staffing (State Contract)
Merrillville
11.2016 - 02.2018
- Performed income eligibility and compliance checks for applicants using state verification systems to ensure program integrity.
- Conducted interviews and processed Medicaid, SNAP, and TANF applications to facilitate access to essential services.
- Updated application findings in ICES system, issued case determination and approval notices.
- Monitored adherence to case/application documentation compliance procedures to uphold regulatory standards.
Education
High School Diploma -
Hillcrest High School
Country Club Hills, IL05-2000
Skills
- Eligibility navigation
- Healthcare
- Claims support
- HIPAA compliance
- Client support
- Customer service
- Virtual support
- Case Management
- Attention to detail
- Critical thinking
- Conflict resolution
- Customer Interaction
Timeline
Member Resource Specialist
LHH Staffing SEIU Healthcare- Temp
08.2025 - 05.2026
Customer Care Advocate
Blue Cross Blue Shield Medicaid
08.2024 - 07.2025
Remittance Processor
City Staffing at JP Morgan Chase
11.2023 - 05.2024
Member Services Coordinator
Midwest Regional Carpenters Union-Temp
07.2022 - 02.2023
Benefits Support Specialist
Evolent Health
05.2020 - 06.2021
Residential Services Support
MAC Properties
05.2018 - 05.2020
Eligibility Specialist
CFA Staffing (State Contract)
11.2016 - 02.2018
High School Diploma -
Hillcrest High School