Self-starting Senior Account Manager with 12 years of experience in the Health Insurance industry. Expert in sales and client relations with proven success streamlining processes for improved account growth. Well-versed in business development strategy and marketing initiatives.
Work History
Senior Account Manager
Health Care Service Corporation, BCBSIL
Downers Grove, IL
11.2016 - 10.2021
Provided extensive support to 2-50 size small employer clients and key insurance broker agency partners related to employee benefit plan renewal finalization and contract changes
Resolved escalated account maintenance, billing and service delivery issues and inquiries to maintain and enhance client satisfaction
Cultivated productive relationships with broker agency partners and consulted closely to assess existing coverage and align products and services with client needs
Collaborated with sales dept. to deliver annual product presentations to educate key broker agency partners on impending portfolio changes
Promoted to Senior Account Manager August 2018
Conducted training and mentored new account management team members to promote productivity, accuracy and commitment to excellent service
Proposed process improvement efforts including plan to strengthen client relationships with proactive and collaborative approach to support successful and efficient employee benefit plan rollout at first renewal to Senior Management
Subject Matter Expert for Level Funded product offering with responsibilities including preparing and updating training documentation, resolving complex inquiries, and coaching account management team members
Benefits Consultant
Go Health
Chicago, Illinois
09.2013 - 03.2016
Handled approximately 250 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing individual health insurance coverage through health insurance exchange website operated under US federal government under provisions of the Affordable Care Act or "off-marketplace" directly with various Health Insurers
Performed needs analysis & educated clients on coverage terms, benefits, claim processing/resolution procedures, exclusions and policies changes, and made recommendations to ensure informed purchase decisions
Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities
Managed portfolio of over 400+ renewing policyholders
Maintained IL life and health Insurance producer license as well as non-residential licenses in Pennsylvania, Michigan, Texas, North Carolina & New Jersey
Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities
Used SalesForce and BrokerOffice platforms to maintain new and existing accounts
Medicaid Eligibility Specialist
Alta Staff
Chicago, Illinois
12.2012 - 08.2013
Assessed information gathered from applications, financial records and cross-matched data in order to make recommendations to state of IL Dept. of Human Services agency to identify current beneficiary's eligibility for services
Assisted with process of digitizing information flow and automating manual processes involved in collecting information for case processing in accordance with Medicaid Redetermination Project guidelines
Scheduled appointments with beneficiaries to gather information and explain review processes
Communicated with beneficiaries by email, telephone, and postal mail
Documented all communication and inputted information into IntegriMatch system
Help Desk Support Analyst Tier 2
Connextions Inc
Orlando, FL
06.2010 - 10.2012
Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve claim transmission, reimbursement and payment issues for pharmacies, providers, and CVS CareMark beneficiaries
Used ticketing systems to manage and process support actions and requests
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Managed high levels of call flow while consistently achieving and exceeding campaign service level agreement and pharmacist satisfaction rate monthly goals
Promoted to Help Desk Analyst Tier 2
Resolved escalated issues by serving as subject matter expert on wide-ranging matters
Trained and supported Tier 1 Analysts' in resolving complex and escalated issues, working closely via phone, email and live chat
Assisted with creating and maintaining support documentation
Education
High School Diploma -
Colonial High School
Orlando, FL
09.2000 - 01.2004
Skills
Account management
undefined
Certification
Licensed Health & Life Insurance Producer- Present
Timeline
Senior Account Manager
Health Care Service Corporation, BCBSIL
11.2016 - 10.2021
Benefits Consultant
Go Health
09.2013 - 03.2016
Licensed Health & Life Insurance Producer- Present
Senior Program Management Coordinator at Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)Senior Program Management Coordinator at Health Care Service Corporation (HCSC/BCBSIL, NM, OK, TX, MT)