Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Jennifer Hood

Omaha,NE

Summary

Dynamic Account Manager with a proven track record in cultivating strong client relationships and driving revenue growth through expert account management. A cross-functional background in Client Services, Cash Operations, Member Experience, and Business Improvement supports a comprehensive approach to achieving successful outcomes. Proficient in strategic planning, client communication, and problem-solving, demonstrating adaptability and effective collaboration within teams. Exceptional interpersonal skills enable the analysis of customer needs and the delivery of tailored solutions that enhance client retention and optimize overall business performance.

Overview

14
14
years of professional experience

Work History

Account Manager, Book of Business

Inspira Financial
08.2024 - Current
  • Responsible for building and maintaining the relationship with the Client and serve as the main point of contact for all questions and concerns related to their plan.
  • Ensure successful retention of assigned clients, by responding timely and providing excellent customer service.
  • Resolve escalated inquiries and complaints.
  • Coordinate, lead, and execute client plan renewal and open enrollment.
  • Negotiate contract terms with clients, securing favorable agreements for both parties.
  • Process system setup, updates, and configuration for clients.
  • Work cross-functionally with various departments within the business.
  • Manage incoming and outgoing communications including phone calls and emails.
  • Share information from conversations with clients to help drive future product enhancements.
  • Facilitate internal and external meetings.
  • Conduct Annual Business Reviews
  • Attend onsite/virtual Open Enrollment Benefit Fairs.
  • Identify potential upsell opportunities.
  • Achieved recognition for outstanding client service, contributing to team's reputation for excellence.

Account Manager, Medicare One Card

Inspira Financial (Formerly Millennium Trust)
10.2022 - 08.2024
  • I serve as the primary point of contact for my Client for any questions or concerns.
  • Build and maintain a productive relationship with the Client as well as internal partners.
  • Process system setup, updates and configurations.
  • Coordinate, lead, and execute client plan renewal and open enrollment
  • Listen to Clients needs to identify and recommend best products and services.
  • Created and presented comprehensive reports on account performance..
  • Analyzed client data and identified trends and opportunities.
  • Tracked escalations and complaints.
  • Used interpersonal skills to engage in conversation and effectively determine needs and requirements.
  • Developed thorough understanding of products and service for our Client and Members.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Cash Operations Accounting Consultant

Millennium Trust (Formerly PayFlex)
07.2019 - 10.2022
  • Assist with the monitoring of the Cash Management Inbox and cases to ensure timely follow through on all incoming communications and requests such as client account review, money disputes and audit requests.
  • Conduct comprehensive client funding audits to verify funds have been received and align with our system generated custodial fund requests for a clients production (claim activity) and settlement (debit card activity).
  • Work with Account Managers to review any overdue payments and recover owed funds to maintain the financial health of the company.
  • Evaluates the effectiveness of the organization's internal control systems for managing funds and identify areas for improvement.
  • Assist team members and collaborate with other departments.
  • Conduct bank testing for new onboarding and existing clients who are adding a new bank account.
  • Responsible for the accurate and timely review, verification and processing of outgoing wire and ach transfers to the correspondent bank systems.
  • Appropriately escalate issues to management to resolve in a timely manner.
  • Track incoming/outgoing ACH and Wire activity.
  • Understand wire approval limits and authorities.
  • Responsible for identification and handling errors while in compliance with the company's policies and procedures.
  • Strong attention to detail is needed as the flow of funds can reach billions of dollars.
  • Follow controls in place to protect against fraudulent activity.
  • Assist with bank administration tasks such as user additions, password resets, reporting, etc.
  • Assist with special projects such as documenting and updating procedures, bank administration reporting, data driven metrics etc.


Reimbursement Operations

PayFlex
10.2016 - 07.2019
  • Assist with the monitoring of the Flex Operations Inbox to ensure timely follow through on all incoming communications and requests.
  • Member account oversight including updating of demographics, plan information, and bank information.
  • Timely and accurate processing of refund checks.
  • Process manual enrollment forms sent via mail.
  • Research and resolve escalated member account issues.
  • Balancing check deposits
  • Voided/Reissued customer payment checks and efts. Handled escheated checks due to age and account migration.
  • Create department policy and procedure document.
  • Worked independently and collaboratively in a team environment.

First Call Resolution Alerts/Survey

PayFlex
04.2015 - 10.2016
  • Review and respond to member surveys from the call center and managing the FCR (first call resolution) Alerts mailbox that was created with incoming surveys/inquiries regarding account issues via email.
  • Investigated customer complaints and determine root cause.
  • Analyze data from surveys to identify trends.
  • Review member data in their accounts.
  • Participated in weekly/monthly meetings to review trends.
  • Conducted bi-weekly/monthly reports.
  • Contacted customers to offer assistance and support via phone call and email,
  • Collected required documents to review member appeals and either approve or deny.
  • Maintained a high level of customer service by being proactive in communication with the Member
  • Collaborated with Call Center Supervisors and Account Managers.

Client Escalations

PayFlex
01.2014 - 04.2015
  • Act as the liaison for the Account Managers who forward employee complaints from their Clients. These are employees who are not satisfied with their plan because of either account or customer service issues.
  • Worked and completed customer complaints using critical thinking to break down problems, evaluate solutions, and make decisions. This included a full account review and providing a detailed summary, pulling calls to identify inaccurate information and reporting all of this to the Account Manager.
  • Received call back requests where I would have to contact the employee.
  • Successfully establishing customer rapport by de-escalating member complaints and building customer relationships by showing empathy, understanding, and following through on all commitments.
  • Setup internal meetings to discuss strategies for improving customer service standards.
  • Report back to Directors/Market Heads, Account Management, & Customer Service Supervisors.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed and implemented an escalation workflow process to ensure customer satisfaction.

Quality Control Analyst

PayFlex
06.2013 - 01.2014
  • Oversee a team of customer service representatives and provide coaching and collaboration for success in executing superior customer service to members who contact our call center with questions or concerns regarding their healthcare account. (FSA/HSA/HRA/Cobra/Wired Commute/Dependent Care),
  • Provide training to new hires on quality control procedures, fostering a culture of excellence within the team.
  • Maintained a safe working environment.
  • Participated in biweekly one on one discussions with my team.
  • Review calls to identify areas of improvement and implement corrective action.
  • Set and achieve quality goals within the call center.
  • Ability to create and maintain individual scorecard system.
  • Participated in internal calibrations with other departments to ensure consistent scoring.
  • Supported continuous improvement initiatives by analyzing data trends and recommending process enhancements.
  • Minimize down time percentage by reducing production rework and recalls.
  • Reduce customer complaints with consisting monitoring of products for adherence to company standards.

Customer Service Representative

PayFlex
09.2011 - 06.2013
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Developed strong product knowledge to provide accurate information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Education

Some College (No Degree) -

Metropolitan Community College - 2007
Omaha, NE

Skills

  • Client relationship management
  • Collaborative teamwork
  • Client support
  • Customer service excellence
  • Reporting proficiency
  • Coordinate internal and external meetings
  • Receivable and payable oversight
  • Analytical problem solving
  • Results-driven
  • Excel proficiency
  • Proficient in MS Outlook
  • MS Teams proficiency
  • Experience with Salesforce
  • Data visualization with Tableau

Accomplishments

  • Selected to participate in the Next Generation Leadership Experience Cohort (NGLE). This program was a unique leadership and professional development opportunity for colleagues as part of the core principle to invest and inspire employees. I participated in workshops, panel discussions, and assignments as well as mentoring relationships. Strengthen my proficiency in business decision making, collaboration, driving for results. I was able to explore whole brain thinking, leadership, innovation, and navigating difficult conversations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved putting financial controls in place by introducing new processes and workflows.
  • Automated manual processes which led to higher efficiency, productivity, and minimized human errors.
  • Created a Cobra Negative Remittance Process to audit Cobra Accounts for negative balances and partnered with internal teams to collect those funds from Clients. Together we were able to collect over $300k in negative remittances to make our Client's whole.

References

References available upon request.

Timeline

Account Manager, Book of Business

Inspira Financial
08.2024 - Current

Account Manager, Medicare One Card

Inspira Financial (Formerly Millennium Trust)
10.2022 - 08.2024

Cash Operations Accounting Consultant

Millennium Trust (Formerly PayFlex)
07.2019 - 10.2022

Reimbursement Operations

PayFlex
10.2016 - 07.2019

First Call Resolution Alerts/Survey

PayFlex
04.2015 - 10.2016

Client Escalations

PayFlex
01.2014 - 04.2015

Quality Control Analyst

PayFlex
06.2013 - 01.2014

Customer Service Representative

PayFlex
09.2011 - 06.2013

Some College (No Degree) -

Metropolitan Community College - 2007

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