National Accounts Client Set Up Maintenance Specialist resume example

As a sales team coordinator, acted as liaison for up to ten life insurance wholesalers and the new business processing team.

• Successfully assisted with the implementation of 152 accounts totaling 41 million dollars during the fourth quarter of 2011.
• Proactively contacted financial vendors to obtain outstanding requirements on new submissions and actively follow up until paperwork was in good order Provided financial vendors and key firm contacts with support in the new business submission process including completion of necessary forms Tracked the status of 700 submitted cases for three assigned territory(s).
• Provided the financial vendor, Internal Wholesaler, and External Wholesaler updates at critical points in the New Business and Underwriting Process.
• Developed strong relationships with New Business Associates, External Wholesalers, and Internal Wholesalers and Financial vendors within each territory.

Connecticut High Risk Pool is a health insurance benefit program for individuals denied health insurance due to pre-existing conditions.

• Updated contract changes upon renewal and processed cancellations.
• Analyzed existing policy & procedure manuals to determine best practices.
• Updated, designed, and produced a functional policy & procedure manual for High Risk Pool by conferring with team of customer service representatives.
• Reduced contract-processing time from five days to three days by streamlining outdated processes.

Consulted with subject matter experts to develop program website, which included functionality, information flow, content, and screen layouts to write and design extensive policy & procedure manual, program operation guide, and customer service training materials.

• Researched, interpreted, and applied more than fifty State/Federal mandates into benefit contracts.
• Conducted market surveys of ten insurance carriers in Connecticut to develop baseline for eligibility and billing processes.
• Coordinated activities to complete assigned tasks using Microsoft Office Excel 2007.
• Provided technical specifications for eligibility, billing, and reporting processing systems.

Collaborated on the ACT-Connecticut project with team of 25 internal/external partners tasked to create, design, and implement health insurance benefit program for small employer groups with low income uninsured employees.

• Consulted with subject matter experts to develop program website, which included functionality, information flow, content, and screen layouts to write and design extensive policy & procedure manual, program operation guide, and customer service training materials.
• Researched, interpreted, and applied more than fifty State/Federal mandates into benefit contracts.
• Conducted market surveys of ten insurance carriers in Connecticut to develop baseline for eligibility and billing processes.
• Coordinated activities to complete assigned tasks using Microsoft Office Excel 2007.
• Provided technical specifications for eligibility, billing, and reporting processing systems.

As a temporary employee, placed in a newly created customer service team tasked with assisting inbound callers with questions regarding a Medicare Part D insurance assistance program for the State of Maryland.

• Hired permanently following two-month temporary assignment based on excellent performance, knowledge, and work ethic.
• Reviewed and processed all applications within established timelines.

As primary contact engaged new and existing clients for all inquiries regarding case installation, eligibility, premium discrepancies and denied claims.

• Managed book of business of 65 clients, which covered 85,000 members.
• Successfully achieved and maintained 95% accuracy rating with implementation of new accounts and renewals of existing clients Reduced outstanding premiums by 77% ($400,000 to $90,000 ) for my book of business.
• Designed and implemented the use of MS Outlook inbound faxing for a team of 30, which reduced misplaced enrollment forms by 80% and the average processing time by 40%
• 90% of my clients rated my service as exceptional.

In a call center environment, provided timely and accurate information regarding manual and automated eligibility, and student verification to Human Resource administrators and CIGNA partners.

• Maintained an average of six minutes of handling time for incoming calls, reducing time standard for average call of eight minutes, handling 120 calls per eight hour shift on average
• Participated in six-week train the trainer course for a new system roll out for claims, billing, eligibility and call tracking.
• Redesigned training materials for 30 full time employees Mentored and trained class of 10 temporary associates hired to handle annual spike in incoming calls associated with member open enrollment.