Angela Garvin

• Developed and maintained rapport with clients; resulting in an annual high percentage rate of client
retention.
• Served as client liaison for all account management questions or concerns.
• Facilitated new client installation; managed internal and external communications to ensure timely
installation of client plans and products.
• Managed day to day mass communications for assigned book of business.
• Obtained client input, identified areas for improvement, and implemented solutions to achieve client
satisfaction.
• Collaborated with internal departments to improve inefficiencies in workflow.
• Monitored client account performance and identified available cost reducing products and services.
• Proposed new sale opportunities for existing clients.
• Managed annual contract renewals within UMR systems, stop-loss reinsurance, network affiliations,
and external vendor pass-through connections.
• Compiled and analyzed monthly, bi-annual, and annual reporting packages.
• Assisted in network related inquires and concerns.
• Presented annual open enrollment benefit updates to client membership.
Annual Client Renewals
• Prepared data for annual rate renewal. Proposed cost reducing products or solutions available to clients.
• Presented annual benefit information to client employees during open enrollment timeframe.
• Provided one on one coaching for employees and dependents in regards to member online tools,
benefit clarifications, and high level issue resolution.
• Processed rate updates and benefit plan changes within internal systems. Initiated set-up for new
product add-ons.
• Managed internal workflow for client plan and product changes.
• Monitored updates and executions of client plan documents and a

• UMR key self-funded customer contact for claim, customer service, and operations related inquiries.
• Provided issue resolution for client or member concerns.
• Tracked and monitored plan performance to ensure member satisfaction, high system automated functionality and cost containment.

• Developed and maintained customer elected benefit plans within internal documents and systems.

• Provided annual guidance for plan changes per Healthcare Reform, and/or state and federal mandates.

• Lead cross-departmental collaboration on all customer and benefit plan updates; including direction for upcoming changes and obtaining feedback for workflow improvements.

• Upon completion of program updates, tested claim system for processing accuracy.

• Administered UMR.com accounts for HR and broker relations. Provided user training on navigation and reporting throughout the web portal.

• Confirmed proper member benefit, enrollment and accumulator data was properly transferring to UMR.com.

• Extended polite and friendly greetings to visitors.

• Managed telecommunications systems, including multiline phone and paging system.

• Managed agent schedules in regards to showing appointments for Rector Hayden Realtors market.

• Oversaw queries and complaints via phone, email and general correspondence.

• Directed incoming calls and messages to appropriate staff timely and accurately.

• Managing meeting room availability.• Compiled document packets for new clients, listing or buying.

• Bolstered existing client relationships, resulting in high percentage client retention year over year.

• Served as client liaison across internal departments.

• Collaborated with Account Management team and leadership to achieve client financial goals and improve client ROI by upselling innovative product solutions.

• Addressed client concerns, and initiated process improvements for increased client satisfaction.

• Created quarterly, bi-annual and annual reporting packages.• Provided in-depth analysis of client plan cash flow and presented cost reducing products and plan options.

Health Care Reform

• Provided guidance on annual mandated changes to employer benefit plans due to HCR legislation.

• Monitored and oversaw all necessary changes within internal systems to ensure compliance.

• Fielded client and employee inquiries to appropriate legal representatives.

• Monitored updates to client Plan Documents, Schedule of Benefits and Summary of Benefits and Coverage (SBC), ensuring compliance.

• Supplied client data on Employer-sponsored coverage for annual tax reporting.• Maintained tracking documents of current and upcoming required plan changes, across full book of business.

HealthX Website Administrator

• Maintained user accounts for clients, brokers, and in house staff.

• Key web portal contact for issue resolution and new user training.
• Oversaw all in house file transfers to web portal to support reporting functions.

• Performed system testing to ensure accuracy for client enrollment, reporting and financial tools.

• Maintained client relationships and advised on enrollment related inquiries and concerns.

• Managed enrollment and monthly premium billing for KY Industry Trust accounts.

• Monitored all customer payment statuses, including outreach for past due payments.

• Processed monthly invoice payments.

• Collaborated with customers and internal finance team to resolve billing or payment discrepancies.

• Handled enrollment updates through open enrollment and qualifying event life changes.

• Efficiently produced and distributed COBRA mandated material to ensure required notification timeframes were met.

• Maintained all COBRA elections and continuation periods.

• Processed monthly COBRA premium payments and maintained customer communication regarding payment statuses.

• Maintained employee salary data for the purposes of employer sponsored life insurance benefit coverage.