Jenna Ahlschlager
St. Cloud,Minnesota
Summary
Dedicated and results-driven professional with a strong commitment to delivering exceptional customer service, with a passion for fostering both personal and organizational well-being. Demonstrated ability to excel in collaborative environments and enjoy working with diverse teams. A quick learner with keen attention to detail and proven project management abilities, seeking a full-time position that offers professional challenges while leveraging skills for mutual growth and success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
NETWORK ENGAGEMENT SPECIALIST
VITAL WorkLife, Inc.
07.2020 - Current
- Oversee & manage network of over 1,000 EAP providers, including managing internal interview process for prospective EAP providers, vetting, negotiating contract rates, managing onboarding & re-credentialing processes
- Manage strategic development of the EAP provider network by recruiting qualified EAP providers & problem solve for geographically challenging areas
- Manage provider database & materials
- Serve as main point of contact for EAP provider network, including responding to provider concerns & questions regarding VITAL WorkLife processes & procedures
- Onboard and train providers on VITAL WorkLife forms and processes, including overseeing provider billing portal
- Address complaints & concerns brought forward about an EAP provider in the network, collaborate with team members to resolve issues, and follow up with the provider as appropriate
- Coordinate strategic professional development for EAP Provider Network, including newsletter & webinar development and deployment
- Conducted regular follow-ups with providers to ensure satisfaction and address any concerns that may arise.
TRAINING & CONSULTING COORDINATOR
VITAL WorkLife, Inc.
02.2017 - 07.2020
- Coordinate, monitor and follow up of all fee-for-service engagements, including trainings, consulting engagements, interventions, health fairs and critical incident response engagements
- Demonstrated exceptional project management skills by collaborating with team members regarding client-related aspects of projects, including quality assurance, scheduling, billing, and survey follow up.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with team members to select providers and negotiate rates when needed for each fee-for-service engagement
- Managed survey process for all engagements
- Managed, coordinated and planned various activities and initiatives for internal Well Being Plan for employees
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed
EXERCISE SPECIALIST
Plus One Health Management
10.2016 - 02.2017
- Formulated exercise programming for members focused on lifestyle changes.
- Coached and demonstrated proper exercise techniques, achieving commendations for motivational approach to fitness.
- Ensured safety of all members using fitness center equipment
- Created and facilitated indoor group fitness & cycling classes
- Contributed to facility cleanliness standards by ensuring equipment was regularly inspected, maintained, sanitized after use
- Assessed fitness levels before and after completion of individualized exercise programs, implementing changes to expedite results
- Developed rapport with clients by providing exceptional customer service, addressing concerns promptly, maintaining open lines of communication throughout their fitness journey.
- Assisted new members with gym orientations covering equipment usage instructions along with providing overviews of available services offered at the facility.
- Established safe, productive and encouraging workout environment.
SOLUTIONS COORDINATOR
VITAL WorkLife, Inc.
09.2015 - 10.2016
- Acted as first point of contact for all Employee Assistance Program clients
- Responded to customer requests for products, services, and company information.
- Answered all incoming calls and connected callers to appropriate resources
- Located health care providers for behavioral health, mental health or chemical dependency, based on client needs
- Communicated with clients and providers regarding their referral information
- Performed clerical and administrative duties as necessary
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, and collaborated with team members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Member Services Representative
HealthPartners
05.2015 - 08.2015
- Answered member phone calls inquiring about their health insurance benefits, and greeted all callers in a professional, friendly manner
- Provided excellent customer service by responding to all requests for verification of insurance benefits and in-network providers with highest amount of accuracy.
- Sent benefit, coverage, provider, and network information upon caller’s request
- Met customer call guidelines for service levels, handle time and productivity.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Exercise Science
University of Wisconsin - La Crosse
La Crosse, WI01.2014
High School Diploma -
Minnetonka High School
Minnetonka, MN01.2009
Skills
- Proficient Written & Oral Communication
- Organizational Skills
- Detail-Oriented
- Problem-Solving
- Project Management
- Data Entry
- Cross-functional Collaboration
- Customer Service
- Microsoft Office Suite
- HubSpot
- SharePoint
- Asana Project Management
- Paylocity Recruiting
- DocuSign
- EHR Systems
Certification
Certified Health & Wellness Coach, American Council on Exercise, June 2018
References
Available upon request
Timeline
NETWORK ENGAGEMENT SPECIALIST
VITAL WorkLife, Inc.
07.2020 - Current
TRAINING & CONSULTING COORDINATOR
VITAL WorkLife, Inc.
02.2017 - 07.2020
EXERCISE SPECIALIST
Plus One Health Management
10.2016 - 02.2017
SOLUTIONS COORDINATOR
VITAL WorkLife, Inc.
09.2015 - 10.2016
Member Services Representative
HealthPartners
05.2015 - 08.2015
Certified Health & Wellness Coach, American Council on Exercise, June 2018
Bachelor of Science - Exercise Science
University of Wisconsin - La Crosse
High School Diploma -
Minnetonka High School
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