Porshey Thompson
Upper Marlboro
Summary
Detail-oriented and service-driven professional with extensive experience supporting members and providers in benefits, claims, and administrative correspondence. Known for quickly learning new systems and processes, I excel at researching complex issues, clarifying benefits, and providing accurate, timely, and professional responses. Adept at managing high-volume inquiries across multiple channels—including email, calls, mail, and faxes—while maintaining compliance with policies, procedures, and regulatory standards. Committed to upholding the organization’s R.A.I.A.T. cultural standards—Respect, Accountability, Integrity, Adaptability, and Teamwork—in every interaction. Highly organized, adaptable, and dedicated to delivering exceptional service and positive member experiences.
Overview
6
6
years of professional experience
Work History
Health Benefits Officer I
American Foreign Service Protective Association
Washington
08.2025 - Current
- Provide high-volume member support via phone and secure messaging, resolving inquiries related to health benefits, eligibility, and claims with accuracy and professionalism
- Review and coordinate claims documentation to ensure completeness and compliance, guiding members through reimbursement processes
- Update and maintain Coordination of Benefits (COB) information with Aetna to ensure accurate claims processing and coverage alignment
- Conduct provider outreach to resolve claim discrepancies and billing issues, improving turnaround time and overall claim resolution
- Assist members with enrollment-related concerns, including eligibility updates and coverage changes
- Deliver clear guidance on complex benefit plans, including Foreign Service Benefit Plan (FSBP) and pharmacy-related issues
- Proactively addressed escalated assignments from supervisors, identifying issues and implementing resolutions to enhance service delivery.
- Support a diverse population of 100,000+ active and retired federal employees while maintaining high service standards in a fast-paced, hybrid environment
- Ensure confidentiality, accuracy, and compliance with organizational policies and healthcare regulations
Health Benefits Officer II
American Foreign Service Protection Association
Washington
11.2023 - 08.2025
- Managed high-volume inbound calls in a fast-paced call center environment, assisting members with inquiries related to health benefits, claims, eligibility, and coverage
- Responded to member inquiries via phone, email, and written correspondence, delivering accurate and policy-compliant information
- Troubleshot member issues, de-escalated concerns, and provided timely resolutions in alignment with plan guidelines and regulatory requirements
- Reviewed claims for accuracy and completeness, ensuring proper documentation and follow-up when necessary
- Accurately documented member interactions in CRM systems in real time to maintain detailed and compliant records
- Collaborated with plan administrators and internal teams to address and escalate complex issues when appropriate
- Maintained strict adherence to healthcare regulations, organizational policies, and standard operating procedures
Athlete
Nike
Upper Marlboro
03.2023 - 12.2023
- Enhanced customer experience by assisting with product selection and providing tailored recommendations for athletic needs
- Consistently met or exceeded daily sales goals and key performance metrics through personalized service and strong product knowledge
- Sustained sales floor standards through effective restocking, organizing, and merchandising aligned with company visual guidelines
- Partnered with management and team members to streamline store operations and promote a positive team environment
- Developed in-depth knowledge of footwear, apparel, and equipment to effectively educate customers and drive informed purchasing decisions
Patient Access Coordinator
George Washington Medical Faculty Associates
Washington
09.2021 - 06.2023
- Supported daily operations of a high-volume COVID-19 testing site, assisting students, faculty, and staff in a fast-paced environment
- Coordinated scheduling and management of testing appointments for large campus population testing twice weekly, ensuring optimal resource allocation and availability
- Prepared and organized testing kits to streamline workflow and reduce delays during peak testing periods
- Assisted with testing logistics for 20,000–30,000+ students, faculty, and staff, supporting ongoing campus health and safety initiatives
- Provided clear instructions and guidance during testing process, facilitating smooth and professional experiences for participants
- Collaborated with team members to maintain organized workflows and uphold safety and sanitation protocols
- Supported weekend operations to ensure testing availability.
Assistant Manager
Foot Locker
Annapolis
06.2020 - 09.2021
- Directed daily operations for a high-volume retail store generating $3M in annual sales, managing a team of 20+ employees to ensure optimal performance and customer satisfaction
- Coached and motivated staff to consistently achieve sales targets while delivering exceptional, personalized customer experiences
- Assumed full store responsibility in the absence of the Store Manager, ensuring operational continuity and high service standards
- Supported hiring, onboarding, training, and scheduling while mentoring staff and providing performance feedback to promote team growth and retention
- Managed inventory, merchandising, and visual presentation to create a compelling and organized sales floor that enhanced customer shopping experience
- Utilized in-depth product knowledge and market trend awareness to educate customers and drive informed purchasing decisions
Education
Bachelor of Science - Exercise Science
University of Maryland, Eastern Shore
Princess Anne, MD12-2014
Skills
- Claims processing, coordination of benefits (COB), and enrollment assistance
- Member support & high-volume inquiry resolution (benefits, eligibility, claims)
- Policy interpretation
- CRM management
- Team collaboration
- Team outreach
- Strong written and verbal communication for correspondence and problem resolution
Timeline
Health Benefits Officer I
American Foreign Service Protective Association
08.2025 - Current
Health Benefits Officer II
American Foreign Service Protection Association
11.2023 - 08.2025
Athlete
Nike
03.2023 - 12.2023
Patient Access Coordinator
George Washington Medical Faculty Associates
09.2021 - 06.2023
Assistant Manager
Foot Locker
06.2020 - 09.2021
Bachelor of Science - Exercise Science
University of Maryland, Eastern Shore