Joanna Reese
Terrell,NC
Summary
Client Service Manager/Sales Support with 26+ years of impactful experience. Proven strengths include building customer relationships as a trusted advisor with Fortune 500 customers, consultants, and brokerage firms. Independent follow-up skills, exceptional determining root cause analysis, and responding promptly within tight time constraints. Also recognized as an effective team player with excellent communication proficiencies, high quality of work, driven, taking initiative, people-oriented, kind, and dependable. Senior Client Service Manager with 26+ years in building and furthering client relationships. Successful at boosting portfolio growth, client retention and customer satisfaction using consultative and personable approach. Strong leader focused on collaborating with internal teams and motivating staff, resulting in increased sales and ideal client experiences.
Overview
31
31
years of professional experience
Work History
Senior Client Service Manager
Optum Health
Eden Prairie, MN
06.2011 - 05.2024
- Supports sales team by recognizing objectives, providing necessary reporting and data analytics, and working with the client to assist in the sales process, continuously maintaining trust and accountability
- Leads client calls to implement and service client expectations and support wellness, clinical and behavioral health program success
- Provides superior customer service to internal and external customer/partners by meeting and exceeding expectations
- Works with internal implementation teams to coordinate timely and accurate implementation of products and services
- Proudly shared important messages, including support for ongoing behavioral health observances
- Coordinates or attends client health fair events to support clinical, wellness and behavioral health programs including staffing, and ordering materials
- Created customer specific presentations as well as presenting as needed
- Demonstrates critical thinking skills to troubleshoot client or escalated member concerns, providing timely resolution and determining root cause and remediation
- Additionally, promoting and managing the day-to-day wellness program platform, ensuring the configuration of the incentive design is working as expected based on client specific requirements
- Identify the crucial need for on-time delivery of accurate wellness-based activity reports to the client to fulfill a financial obligation to their members
- Developed positively charged and engaging client calls with a focus on wellness program utilization and strategy to make improvements and collaborate ideas to revive incentive programs year to year.
Senior Client Service Manager
Optum Health
Latham, NY
01.2009 - 01.2011
- To excel in this role, the client service manager leverages expertise in researching complex issues, including resolution, and analyzing trends by collaborating with operational departments to ensure policy and procedures are streamlined based on the client's desire
- External obligations include researching and providing feedback to the client regarding member issues or overall client implementation projects
- Attended customer benefit fairs and enrollment meetings.
Business System Analyst- Eligibility
ValueOptions
Latham, NY
01.2003 - 01.2009
- Preparation of programming requirements to accommodate eligibility file feeds from new clients to ValueOptions was the primary role as an eligibility business analyst, in addition to identifying system issues with internal computer programming
- Prepared specifications for internal development team to enhance current programming logic
- This role included expertise in understanding and reviewing business requirements, develop and implement solutions and provide service and training to those requiring IT support
- Analyze business requirements and develop design specifications that include business rules, data mapping tables and logical flow charts.
Customer Service Representative/Appeals & Grievances Coordinator
ValueOptions
Latham, NY
01.2003 - 01.2009
- As an appeals coordinator I leverage my excellent verbal and written communication skills
- Situations involved benefits, eligibility, authorization, and claim situations
- Focused concentration on responding to and resolving claims inquiries, which involves daily contact with members, providers, and internal departments
- Also serves as a department interface for claims adjustments, certification inquiries, and eligibility updates
- Investigate and research written correspondence with the ability to work with other departments for resolution and completion
- Follow up with all customers, members, and providers in accordance with ValueOptions' standards.
Account Manager
United HealthCare
Albany, NY
01.1993 - 01.2002
- As a Customer Advocate/Strategic Services Account Manager, daily support of sales staff, account executives and account managers for commercial accounts and prospects, was the primary expectation, including participation in sales meetings, conducted employee presentations and site visits
- Involved in employee packet preparation including online preparation of individual / tailored benefits systems
- Interaction with brokers and their staff regarding audits and/or proposal preparation
- Cultivated customer relationships with benefits staff within employer groups including the key decision-makers
- Investigated issues through problem solving and coordination with other departments for overall resolution and completion
- Day to day client contact and investigation/reporting of escalated issues
- Represented firm at customer benefit fairs and enrollment meetings.
Education
General Psychology -
Capella University
Skills
- Proficient with Microsoft word, PDF editor, power point and excel
- Excellent time management skills
- Conflict management
- Public speaking
- Trusted Advisor
- Critical Thinking
- Customer Satisfaction
- Client Relationships
- Sales Support
- Report Generation
- Project Oversight
Additional Education
- Emerging Leaders Program, 2023, United Health Group
- Customer Service & Healthcare Plan Training, Travelers & United Healthcare
- National Sales Training, OptumHealth
- LESCA Training, OptumHealth
Activities
- Literature
- Environmental conservation
- Snowmobiling
- Hiking
- Golf
- Volunteer
Affiliations
- Reading • Snowmobiling • Hiking • Golf• Animal Shelter Volunteer
Accomplishments
- Courage To Trust Award
- Superhero Award
- Peer recognitions
Timeline
Senior Client Service Manager
Optum Health
06.2011 - 05.2024
Senior Client Service Manager
Optum Health
01.2009 - 01.2011
Business System Analyst- Eligibility
ValueOptions
01.2003 - 01.2009
Customer Service Representative/Appeals & Grievances Coordinator
ValueOptions
01.2003 - 01.2009
Account Manager
United HealthCare
01.1993 - 01.2002
General Psychology -
Capella University