Trained a team of 21 people on medical, dental vision life and STD/LTD plans. Trained department on entry of those plans into software product.
Led an additional team of 8 in troubleshooting and correcting product errors as well as driving product change in areas we could improve. Created tickets to build out product validations and to track human errors.
Provided product troubleshooting and issue resolution to the Account management team.
Responsible for the Input of thousands of rows of data each quarter, including plan details (coinsurance, copay, deductible amounts), region maps, rates, and mapping exceptions.
Interacted with carriers to obtain correct plan information and rates to reflect any changes throughout the year to make sure that everything being offered to the client was up to date.
Reviewed and responded to daily system issues via JIRA in order to minimize customer impact.
Specialized in resolution of escalated member enrollment cases involving multiple lines of coverage.
Identified each discrepancy's root cause, provided detailed feedback to product and engineering teams so that any ongoing issues could be flagged and corrected.
Rectified the enrollment problems with the carriers so that coverage was obtained for the employee.
Specialized in identifying and correcting COBRA enrollment errors.
Maintained both employee and company communication throughout the process of correcting the enrollment discrepancies.
