Grace McClain

Work History

Marsh McLennan Agency

Mount Laurel, NJ

08.2021 - Current

Contribute as a daily liaison for our clients and carriers to provide ongoing issue resolution during implementations, open enrollment and ongoing benefits administration
Focusing on responsiveness and follow-up on items until completion
Track and provide detailed information to our service center to resolve case tasks issues within ServiceNow
Maintain employee eligibility systems internally and with healthcare carriers
Perform quality assurance tasks for various client deliverables and procedures such as quality review of carrier files, payroll files, billing reports, and new hire email production
Run various monthly reporting to identify and evaluate employee discrepancies and update the system to resolve potential duplicate coverage, missing data and prevent carrier billing issues
Collaborate internally with other departments (Consulting, Billing, COBRA, FSA) to support the client needs
Configure Document Library and self-service enrollment pages, test benefit system set up, and worksheet or confirmation documents prior to Open Enrollment for clients.

Marsh & McLennan

Mount Laurel, NJ

09.2017 - 08.2021

Support Sr. Benefit Analysts by handing tasks such as quality review of census, payroll files and answering client mailbox inquiries
Perform daily data entry into systems such as updating active records to leave of absence into our COBRA/Leave system
Process qualified life events for new hires, enter terminations, and other status changes
Manage the Qualified Medical Support Court Order process of collecting orders, enrolling dependents into coverage as mandated by the State Agency
Run Access queries for report generation to identify and update weekly new hires demographic changes prior to quality review and sending email communication to new hire for benefits enrollment
Review quarterly carrier audits to maintain eligibility systems accuracy with healthcare carriers.
Verified employees' benefits enrollment for accuracy and inputted all data into PlanSource.

Marsh & McLennan

King of Prussia, PA

07.2006 - 09.2017

Focused on daily deliverables and processing for all clients such as entering qualified life events, court orders, and processing evidence of insurability for supplemental life plans into our Benefit enrollment system
Generated, quality reviewed and mailed print jobs such as enrollment worksheets, confirmation statements and life conversions letters
Provided benefit information needed to call center for client issues on ServiceNow ticketing system
Assisted Team managers in the recruitment, selection, on-boarding and training of newly hired colleagues.

Cigna

Philadelphia, PA

04.2005 - 01.2006

Processed death claims for terminated and retired employees
Coordinated the data collection between the attorneys and/or surviving spouses of the deceased with Prudential Retirement Services
Gathered and forwarded death certificates and other documentation to claim office for life insurance payments from beneficiaries
Maintained death claim workflow log of documentation requested
Identified problems or delays in death claim processing and execute improvements and improve coordination with Prudential and Group Insurance claims office
Daily reconciled voucher checks posted for premium payments from retirees, leave of absence and long term disabled for healthcare and life insurance
Responsible for the breakdown of medical, dental, LTD, and Life Insurance amounts
Set up records in Benefits Management System for survivors of deceased, COBRA participants and 401k beneficiaries
Processed name & address changes
Expedited payment delivery by establishing working relationships with Insurance claim office.

Cigna

Philadelphia, PA

07.2000 - 04.2005

Counseled Employees regarding benefit & payroll issues as a single point of contact customer service counselor, while accessing the following systems: CIGNA Direct Payroll, CIGNA Benefits Management System, Benefit Information Network and Central Eligibility Database
Served as an advocate to CIGNA employees and their families, prospective employees and benefit eligible former employees including retirees and survivors on benefits such as 401k, medical, dental, pension, COBRA, flex benefits accounts, life insurance and payroll matters
Processed qualified life events such as births, marriage, and employment changes for CIGNA employees
Instructed employees on utilizing company self-service web tools
Educated on changes to payroll and tax deductions
Co-managed the Signature Benefits Services email box by promptly responding to inquiries and requests
Followed up with employees about resolved issues to maintain high standards of customer service
Updated daily schedules to ensure proper coverage of phones for optimal service
Backed up Call Center manager with escalated issues when needed
Assisted in training newly hired Signature Benefits Counselors
Maintained personnel workflows and procedures.