Jane Schantz

• Facilitated communication between account, call, claim and clinical teams to ensure alignment on goals and objectives.
• Developed customized training materials for new plan sponsors, enhancing understanding of unique programs and benefits.
• Analyzed feedback to identify process improvements and enhance service delivery.
• An original part of the team that define the Plan Liaison role and personally created the first Plan Liaison mentoring guide that is still in use today.
• Mentors new Plan Liaisons, a process that extends anywhere from 6 month to a year, in additional to managing my book of business.
• Created new operational workflows specific to my plan sponsors, allowing us to implement the requested benefits and resulting in increased efficiency across service teams.
• Achieved high client satisfaction ratings as determined by feedback, Heart at Work Recognitions and survey responses by consistently delivering exceptional service and maintaining open lines of communication.
• Collaborated with cross-functional teams internally and externally to develop customized solutions for unique plan sponsor needs.
• Maintains a comprehensive knowledge of company products and benefits which serves as a valuable resource for both internal teams and plan sponsors.
• 
  

Dual position where I was solely responsible for resolving and responding to Department of Insurance, Department of Labor and Executive complaints for the Allentown offices Middle Market team, along with coordinating the payment of Transplant claims for the Allentown office Middle Market and Small Business plans.

Executive complaints I was responsible for logging the complaints and responding including final resolutions.

DOI/DOL complaints I was responsible for logging, working with legal and the federal departments to work toward a resolution in addition to ensuring all deadlines and requirements were met.

As Transplant Coordinator I reviewed all transplant claims for the office providing detailed instructions for processing based on the contracts, logged each claim, and worked with the facilities in the event of discrepancies.