CHRISTINE MCDONOUGH

Results-driven, highly organized, and energized client service professional with a strong background in the insurance industry. Proven track record of consistently achieving perfect scores on 360 surveys, demonstrating exceptional customer satisfaction and relationship-building skills. Successfully implemented flawless account migrations to new business applications within healthcare platforms, ensuring seamless transitions and uninterrupted service for clients.

• Refreshingly optimistic, enthusiastic, dedicated and professional in my manner.
• Excelled in all training classes.
• Diligently set about the task of acquiring knowledge for proficiency as Technical Implementor
• Key issues identified for CR BARD
• Mentored/Interviewed New Analysts/Employees
• Implemented automation of eligibility multiple high profiled accounts, automating large accounts and reducing the amount of e-mail/manual transactions was a key goal for CIGNA as it saved the company money.
• Known for dedication and hard work, I formed positive relationships with all of my clients: Honeywell, Schlumberger, Supervalu, Eastern Maine, Adecco, BP are few accounts of many which are examples.
• Trained clients on new tools developed on the portal such as EMT.
• Most of my career I have taken on more than one role, which has proven to be difficult to seasoned employees and the majority of my peers.
• Maintained current work responsibilities while filling the gap of other functions which departed throughout the organization
• Trained new billing analysts and assisted with new eligibility hires by mentoring and initializing chats which created a viable billing unit through my knowledge, patience, and professionalism.
• Simplified complex structure by redesigning and concatenating branches on high profiled accounts.
• Quick and thorough with issue resolution and follow up.
• Trained manual input team on acquired skills and knowledge on new platform functions.
• Participated in meetings involving the design of COB and salary maintenance procedures.

• Senior Implementation Manager, Cigna HealthCare, Melville, NY, 2015, Present, Managed Implementation and subsequent plan changes and benefit intent on Cigna's Select and Regional Market accounts, Lead multi-functional service teams including Benefits, Structure, Eligibility, ID Card Unit, Claim and Member Services, Creation of Employee SPD/booklet drafts ensuring client satisfaction through quality and timeliness of service delivery, Benefit Consultation for benefit summaries, contracts, SPD's, Manage electronic eligibility processing for a book of business ensuring accurate and timely installation so members can access benefits., Handled eligibility for Honeywell, Schlumberger, Supervalu, and PCA. A few of the largest, most complex National accounts within CIGNA., Conduct in-depth systems specification walkthroughs with customer/business partners to identify processing methods and eliminating manual intervention by integrating and initializing an automated process to ensure accurate billing and potentially save the company money., Facilitate data testing and perform manual intervention for data correction when required to ensure proper loading of eligibility and claim systems. Manage test and production file processing and schedule release of client information onto legacy and end state CIGNA systems utilizing file aid to manipulate data sent from client incorrectly., Maintain algorithms/programs, proficient in SQL and structure, necessary for processing client data., Provide accurate, timely and professional communications with customer, systems and business partners; provide technical support for clients using on-site CIGNA software., Run system queries in SQL to produce ad-hoc reports for clients and internal partners for billing/audits/mailings., Work closely with management team on structuring of new ben opts and decision making to ensure client satisfaction., Represented CIGNA account management team by attending offsite meetings with client and vendors for migration., Train new hires on refresher courses for fellow employees., Analyze and problem solve generated client reports from their file transfer of eligibility., Delegated and produced accurately detailed monthly cash and weekly renewal reports., Processed census, cash, and premium collections on the AR Premium System., Worked on migration team with managers to transfer Equicor book of business on Cigna systems., Increased productivity by reducing manual investigation time., Initiated and developed standardized forms creating accurate results for year end renewal process., Maintained and excelled in all aspects of job while training co-workers.
• Business Consultant/Office Manager, Company B Salon, East Islip, NY, 1995, 2000, Established new business and multiplied incoming clientele by over 100% with office management and customer relation skills., Initiated organization and established all medical/dental benefits for all employees., Handled all phases of accounting., Responsible for payroll, tax deposits, all phases of banking for business and personal owner., Handled all inventory control, ordering, shipping, receiving, and advertising for full service spa., Met with all sales representatives, set up all training classes and responsible for hiring.

Microsoft Office (Access, Excel, Word, PowerPoint), Microsoft Outlook, Windows, Adobe Acrobat 4.0, SQL, HTML, FTP, CED, TSO, VISTA, ACE Media, ATC, Cigna Claims, Dentacom, Medicom, PMHS, Proclaim, National, CPF, CDB, WIP, Exporter, BRIO, PICS, ARGUS, EPRO, SOBI, VALOR, Administrative Summary, C-KIT, LYNC, VISTA, CIMS, BPM, WebEx, Salesforce