Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Jay Sherman

Clay

Summary

Seasoned Client Service Manager with significant background in enhancing customer relationships and maximizing business growth. Possess strong communication skills, adept at managing client expectations, and ensuring high-quality service delivery. Notable ability to positively impact revenue through innovative strategies and solutions. Demonstrated talent for problem-solving, team leadership, and strategic planning.

Overview

12
12
years of professional experience

Work History

Dedicated Client Service Manager

UnitedHealth Group
11.2023 - Current
  • Acts as a customer advocate to provide assistance, build and sustain positive relationships with brokers, their customer groups and dedicated employer groups through direct / indirect communication to resolve issues / problems
  • Serve as the primary contact for the broker / customer / employer group for all service issues (benefits, enrollment, policies billing, eligibility, authorization, claims etc.), gather information and manage customer expectations and service needs
  • Attempt to achieve first - call resolution of issues, but will also collaborate with dedicated functional experts (i.e., billing analysts) to resolve issues quickly and effectively
  • Confirm receipt, provide expected turnaround times, and communicate resolution to the broker / customer / employer contact within expected turnaround times
  • Research issues to analyze root causes and determine corrective action steps
  • Proactively resolve issues, update broker / customer on status and / or coordinate internal resources to ensure end - to - end resolution of issues
  • Research / monitor issue resolution process to ensure expected turnaround times are met and proper corrective action steps are taken
  • Proactively update the broker / customer on issue status as required
  • Communicate issue resolution to the broker / customer within the expected turnaround times
  • Track and analyze process metrics to determine root causes and make improvement recommendations
  • Dedicated DCSM (Dedicated Client Service Manager) responsible for providing 1 to 1 service support for Key Account and Platinum Brokers

Customer Specialist

UnitedHealth Group
Remote
08.2022 - Current
  • Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Investigate claim and / or customer service issues as identified and communicate resolution to customers
  • Provide feedback to team members regarding improvement opportunities
  • Work directly with group contacts, sales and account managers, and brokers, on claim payment and plan issues
  • Liaison between legal and the claims contacts
  • Create and update HPDB's
  • Identify the need for and providing specific and remedial training to processors or CFR's
  • Site visits to clients to share results and resolve question, concerns and plan restatements for upcoming year changes
  • Respond to SBA and external vendor audits

Provider Service Representative

UnitedHealth Group
Remote
10.2021 - Current
  • Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
  • Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
  • Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
  • Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends

Warehouse Coordinator

Willow Group
Blacksburg
08.2020 - 05.2021
  • The Coordinator verifies and keeps records on incoming and outgoing shipments and confirms both are accurate.
  • The Coordinator prepares items for shipment, tracks locations and quantities of all product in the warehouse and adheres to quality and productivity standards.
  • Receives and unloads freight both manually or with equipment such as forklifts and pallet jacks.
  • Checks in-bound shipments; verifies quantity and quality of order.
  • Delivers and retrieves supplies to and from work or storage areas.
  • Maintains inventory records by adding or deleting product as it is shipped, received or otherwise used.

Store Leader

GameStop
Sumter
05.2017 - 12.2020
  • A GameStop manager must perform many standard duties of the retail industry.
  • The manager keeps the store running in a timely and efficient manner at all times.
  • Other job duties include creating the work schedule, opening and closing the store, and ordering product and displays.
  • One of the manager's more important duties consists of overseeing the hiring process.
  • Managers screen applicants, contact potential employees, conduct interviews, hire associates, and assist in training.

General Manager

Petco
Sumter
04.2015 - 05.2017
  • A leader of people & pet care, execute all tasks skillfully and consistently through the following (as well as all other projects/duties as assigned).
  • Build a team that embodies the Petco brand by delivering exceptional service and driving guest loyalty.
  • Attract, hire, and retain a diverse team of top talent.
  • Train, coach, and develop department level leaders and hourly store partners in all areas and functions required to run the store efficiently.

Store Manager

Family Video
Sumter
10.2013 - 04.2015
  • Meet sales goals by training, motivating, mentoring and providing feedback to sales staff.
  • Ensure high levels of customers satisfaction through excellent service.
  • Maintain outstanding store condition and visual merchandising standards.
  • Propose innovative ideas to increase market share.
  • Conduct personnel performance appraisals to assess training needs and build career paths.
  • Deal with all issues that arise from staff or customers (complaints, grievances etc).

Education

High School -

Bob Jones High School
Madison, AL
05.2008

Some College (No Degree) - Biomedical Engineering

Trine University
Angola, IN

Skills

  • Profit & Loss
  • Analysis skills
  • Training & development
  • Mentoring
  • Leadership
  • Sales
  • Human resources
  • Supervising Experience
  • Customer support
  • Conflict management
  • SharePoint
  • HIPAA
  • Research
  • Recruiting
  • Communication skills
  • Problem Solving
  • Decision Making
  • Leadership Skills
  • Time Management
  • Ability to Multitask
  • Fast Learner
  • Customer Service
  • Ability to Work Under Pressure
  • Highly Motivated
  • Account management
  • Technical support
  • Customer support (10 years)
  • Relationship management
  • Healthcare management

Personal Information

Willing To Relocate: Anywhere

Timeline

Dedicated Client Service Manager

UnitedHealth Group
11.2023 - Current

Customer Specialist

UnitedHealth Group
08.2022 - Current

Provider Service Representative

UnitedHealth Group
10.2021 - Current

Warehouse Coordinator

Willow Group
08.2020 - 05.2021

Store Leader

GameStop
05.2017 - 12.2020

General Manager

Petco
04.2015 - 05.2017

Store Manager

Family Video
10.2013 - 04.2015

High School -

Bob Jones High School

Some College (No Degree) - Biomedical Engineering

Trine University

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