Felecia Lamar-Price

Spearhead the coordination of benefits renewals, ensuring all necessary client documents and data are gathered on time and accurately.

- Manage and track client renewal timelines, communicating deadlines and requirements to ensure a smooth process.

- Collaborate with internal teams, brokers, and carriers to ensure successful benefits plan updates, implementation, and compliance. Facilitate client-facing training sessions on the HRIS system, ensuring effective use and understanding of benefits platforms.

- Review and analyze client benefit plan documents, making necessary updates to ensure alignment with client needs and regulations. - Perform system configuration for clients' OE, plan changes, and benefits-related scenarios.

- Collaborate with cross-functional teams to resolve discrepancies, and provide timely solutions.

- Utilize Jira to track progress, monitor project milestones, and address any blockers to ensure project success.

- Implemented process improvements and created user manuals 30 days after hire. (People Strategy)

- Introduced and implemented reverse carrier audits to ensure consistency both internally & externally. (People Strategy)

- Implementation - Responsible for implementing new books of business via a team effort, both from a compliance and technical perspective.

- Managed client deliverables for benefits plan design, renewals, and implementations across 3-4 large books of business simultaneously.

- Coordinated with clients, carriers, and internal teams to ensure timely delivery of benefit plans and resolve any discrepancies.

- Facilitated meetings and trainings for clients, brokers, and internal teams to ensure a clear understanding of benefits offerings and processes.

- Developed and implemented system configuration for Open Enrollment, benefits plan changes, and rate adjustments.

- Monitored client/employee data in the HRIS system to ensure accurate benefit eligibility and compliance.

- Managed quality assurance for client deliverables, ensuring compliance with industry regulations and internal processes.

- Collaborated with benefits consultants to address any renewal-related issues and provided solutions.

- Responsible for quality assurance tasks for various Books of Business deliverables and procedures such as,

audits, carrier files, payroll files, invoicing, billing reports, worksheets, confirms, and email inbox requests.

- Project management - ensure milestones are reached and the end product is satisfactory to Key Stakeholders. Proactively identify risks for out-of-scope items and provide proper escalation for high-level resolution.

- Training and Development - Design, Implement and facilitate trainings for existing colleagues and New Hires on requested material. i.e., processes and how to utilize the HRIS system.

- Planned and coordinated large group vacation events, ensuring alignment with client budgets and expectations.

- Negotiated with vendors to ensure cost-effective solutions and a seamless experience for clients.

- Managed all communications with clients, ensuring timely updates on event status, payments, and logistical details.

- Managed and supported a team of 70+ employees, ensuring adherence to call efficiency standards and quality assurance metrics.

- Developed and implemented new processes to improve employee performance and ensure HIPAA compliance.

- Facilitated coaching and training sessions to strengthen team performance and resolve client issues effectively.

- Oversaw escalated client issues, coaching internal teams to ensure timely and satisfactory resolutions.

- Conducted new hire interviews

- Providing coaching and guidance to improve overall employee performance.

• Created and Implemented a De-escalation process procedure for Leadership to address and de-escalate elevated clients who are requesting to speak with a supervisor. This process helped Leadership identify when to take over the employees and when to help de-escalate. This process decreased the need for a supervisor takeover by 8% overall.

• Created and implemented a pre-written script for Employee Advocates to follow when answering and taking calls. This ensured that no part of the HIPAA verification process was missed, keeping that employee and the company in compliance with federal HIPAA laws. This script was created in both English and Spanish.