1. Professional Profile
Professional Highlights
Experience
Marcus Tompkins
464 Glendale Lane, Orange Park FL 32065
Cell: 904-635-7154
Marcus.Tompkins@FloridaBlue.com
Ambitious and results-driven professional with more than 17 years in the health insurance industry.
Extensive experience in managing the full product life cycle that aligns with the company's business priorities and
initiatives. Proficient at collaborating with multiple stakeholders to develop strategic go-to-market campaigns that support
the organizations' goals and objectives.
4+ Years Project Management
10+ Years Customer Service
Customer service-oriented
Deadline-driven
Enthusiastic team player
Excellent written and verbal communicator
Problem solving
5+ Years Product Management & Consulting
Product Design and Development
Competitive analysis
Cross-functional team leadership
Self-directed
January 2012 to CurrentFlorida Blue
Consultant, Product Management
Manage the Florida Blue Consumer Health product lines including all supporting capabilities to effectively
manage the product life-cycle and product development process.
Work effectively in a heavily cross-functional, fast paced environment with other key stakeholders to identify
opportunities for improvements to commercial health products (example: Identified and implemented benefit
and administrative enhancements to the Consumer Temporary Health product portfolio that streamlined
processes and fulfilled market gaps identified by Sales and the Consumer Segment team).
Provide consultative product/capability support to internal and external Sales partners, which drive to higher sales
and retention.
Manage the Product Line Plan planning process supporting the execution of key product initiatives totally $7
million annually across all consumer and ancillary segments.
Analyze product performance to identify opportunities for optimization.
Spearhead competitive assessments, which focus on strengths, weaknesses, opportunities, and threats of Florida
Blue against competitors.
Responsible for ensuring all Consumer Health products are complaint in accordance to state and federal
regulatory requirements (example: Mental Health Parity, oversaw the state and federal testing of pre-ACA and
ACA health products to attest all plans aligned to the legislative guidelines).
Supported the launch of myBlue, the most successful Florida Blue product launch in the history of the company
for the high-subsidized segment (example: Facilitated working sessions that determine the Network GEO access
requirements necessary to expand myBlue into key markets to provide a low-cost tightly managed HMO product
solutions).
Accountable for coordinating with Enterprise Learning and Development to build and launch supporting training
materials for key internal and external stakeholders (example: oversaw the development and delivery of the
Consumer ACA Open Enrollment Period training modules that provided segment, product and system changes to
internal and external sales and provider partners).
Facilitated presentation to 500+ internal and external sales and provider partners on products and services offered
by Florida Blue (example: I supported sales roadshow events and BlueConnect provider seminars that provided
an overview of the product changes and competitive landscape of Florida Blue).
January 2008 to January 2012Florida Blue

2. Education
Individual Medical Underwriter
Reviewed subsequent documentation to determine insurability of applicants based on prior medical history,
current health status, prognosis, and anticipated future medical costs.
Gathered data and assessed risk against established underwriting guidelines, telephone interviews, prescription
drug and claim histories.
Leveraged standard underwriting principles and procedures to evaluate new business risks and modifications to
existing policyholders.
Performed tele-interviews with potential applicants to determine the appropriate risk factor based on medical
history and questionnaire responses.
January 2003 to January 2008Florida Blue
Agency Service Representative
Corresponded directly with field and web-based agencies regarding all lines of business within the consumer
segment on the status of pending member applications.
Researched and responded to telephone and written inquiries from agents and agency contacts regarding pending
applications being reviewed and processed within Individual Medical Underwriting and New Enrollment to aid in
reducing underwriting cycle time by 4 days.
Assisted agents with questions relating to eligibility for non-underwritten products and underwritten products
requiring extensive knowledge of the Field Underwriting Guidelines, as well as, knowledge of the Medical
Underwriting Manual.
Facilitated communication between Underwriters, Underwriting Consultants, other Florida Blue personnel, outside
vendors and agencies.
January 1999 to January 2003Florida Blue
Service Associate
Developed and implemented process improvements to better respond to providers/subscriber's claim questions.
Led necessary research and effectively made decisions to properly adjudicate claims and inquiries within
contract benefits and claims processing guidelines ensuring a consistent, high level of service.
Continuously identified and provided education to customers and providers regarding benefits and services with
knowledge of the health care delivery system.
Actively participated and led work groups and project teams that focused on strategic solutions to improve
workflow efficiencies and process improvements to support the commercial product lines and reduce overall
administrative expenses.
Assisted in the management of inventory levels by developing innovative methods and solutions to reducing
inventory by retrieving, monitoring, and tracking reports, providing clear directions in allocating resources,
planning and distributing work.
Provided training in order to facilitate the achievement of customer satisfaction and meet the needs, values and
expectations of our physicians/providers.
Served as a subject matter expert, providing leadership and direction to assist new hires.
January 1998 to January 2001Winn Dixie, Inc
Customer Service Manager
Successfully managed daily activities of 17+ customer support team members in multiple locations.
Developed, implemented, and monitored programs to maximize customer satisfaction and on-site customer
service representatives.
Effectively communicated with team members to maintain clearly defined expectations.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the
customer service department.
2002Florida State College at Jacksonville
Associate of Arts: General Studies
2013University of North Florida
Bachelor of Science: Political Science
Minor, Philosophy
University of North Florida
Currently Pursuing: Master of Business Administration