Over 10 years of customer and client relationship management experience in the Healthcare Benefits industry. Primarily focused on implementing new business, from coordinating marketing to IT and continuing to manage client relationships after implementation. Strong work ethic with proven abilities to manage and multi-task on complex projects. Excited to learn new systems and grow professionally.
Proficient with Microsoft Office
Analytical and critical thinker
July 2011-January 2017Product Development Coordinator | Company Name | City, State
Coordinated implementation of new products with
external vendors and respective internal departments (IT, Marketing and Client
Services) and prepared implementation meetings.
Assisted with research, screening and evaluation of vendors' viability for inclusion in product portfolio by gathering information such as product fit, history, performance, network recognition and provider demographics.
Tracked eligibility file transfers for over 40 vendors
daily; troubleshooting and resolving any issues with Data Processing and IT to
ensure clients/customers were not affected.
Determined root cause of daily issues, working with
vendors to address and correct problems to prevent further difficulties. Issues
not resolved immediately internally were forwarded to vendor within 1 hour or
less and typically resolved same business day. Logged in excel and provided
monthly reports to senior staff showing issue count by vendor, issue type and
Coordinated weekly benefit updates across multiple
internal departments and maintained current language, logos, phone numbers,
wholesale pricing and Vendor Due Diligence Forms for all vendors on internal
drives and SharePoint.
Compiled and analyzed benefit utilization and
membership reports to identify trends and determine marketing and product
education opportunities. Compared reports with finance to ensure monthly vendor
payments were accurate.
Participated as team lead with quarterly company
community service drive collecting donations for local charities.
Attended quarterly HR Roundtable discussions with a
small group of diverse employees to brainstorm on innovative ways the company
could improve and reward employees.
May 2010-July 2011PeoplePlusCard Specialist | Company Name | City, State
Assisted over 200 resellers with sales strategies for a turnkey discount benefits package being offered to employer groups, associations and direct to consumers.
Attended healthcare benefit trade shows and promoted the package of benefits to new resellers throughout the year.
October 2007-May 2010Provider Services Recruiter | Company Name | City, State
Recruited providers for the Coast to Coast Vision network of over 20,000 optometrist, ophthalmologists and LASIK providers and the UHS Chiropractic network of over 3,000 chiropractic providers.
Coordinated with Legal and Compliance to ensure full contract execution including proof of licensure, insurance, and any other applicable credentialing via Adobe Sign, email or fax.
All recruiting attempts logged in excel so detailed monthly reports could be provided detailing how many attempts vs. contracts, referral source (ex: member referral or cold call), provider type, location, etc.
Performed daily audits of vision and chiropractic networks to ensure directory accuracy and maintained the integrity of networks by verifying continued participation and interest.
July 2005-October 2007Service Advocate | Company Name | City, State
Maintained expert product knowledge of over 40 member benefits to deliver quality service to members, clients and healthcare providers consistent with departmental goals.
Averaged 100 inbound calls per day and routinely exceeded department KPIs of 90% call availability & 90% call monitoring average.
Promoted to VIP Client Desk Team (Level 2) queue within 6 months of hire and began teaching new hires about products and servicing members.
2003-2004General Studies, Real EstateRichland College, City, State
2001-2003General StudiesEastfield College, City, State
2001High School Diploma: South Garland High School, City, State
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South Garland High School
Job Titles Held:
Product Development Coordinator
Provider Services Recruiter
General Studies, Real Estate General Studies High School Diploma :
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