John Feeley
Project Manager
Abingdon,MD
Summary
Results-driven management professional with extensive experience in Third Party Administration and Health Care sectors. Proven track record in project management, adept at prioritizing tasks and achieving project objectives. Skilled in equipment operation, staff training, customer service, and implementing process improvements. Flexible team player committed to delivering high-quality results in dynamic environments.
Overview
26
26
years of professional experience
Work History
Account Installation Quality Assurance Manager
BenefitMall
Towson
11.2006 - 01.2017
- Successfully manage a team of 8 people whose duties included verifying group level setup, rates, administrative rules and member enrollment in our proprietary systems.
- Maintaining workflow to a 3-day turnaround time to meet carrier service level agreements.
Enrollment Quality Assurance Manager
BenefitMall
Towson
11.2006 - 01.2017
- Manage a team of 7 people whose duties were to verify enrollment is processed in accordance with carrier guidelines.
- Created an Access application used by the staff to track production and quality service level agreements.
- Report trends to the enrollment area and give feedback to the enrollment staff.
- Manage workflow to a 2-day turnaround time to meet carrier service level agreements.
Enrollment Manager
BenefitMall
Towson
11.2006 - 01.2017
- Manage a team of 10 people whose job functions include processing enrollment for medical, dental, vision, disability, and life (group and voluntary) products for over 50 health and ancillary carriers.
- Develop and maintain relationships with each carrier.
- Manage daily workflow to maintain a 2-day turn-around time for processing enrollment.
- Develop inventory, production and quality metrics for senior management.
- Review monthly quality results with the enrollment staff and develop performance plans to improve quality results.
- Develop manual processes that efficiently handle activities that cannot be handled systemically.
- Work with the Information Technology staff to ensure electronic transmissions between our internal systems and external carrier systems are being processed timely and correctly.
- Coach staff members to develop the necessary skills and knowledge to move to other areas of interest within the company.
Mail Room - Manager
BenefitMall
11.2006 - 01.2017
- Develop standard mailroom processes.
- Ensure that all incoming and outgoing mail was handled efficiently.
- Ensure that all UPS and courier packages were handled timely.
- General Facilities work including basic copier and fax maintenance.
- Coordinate with vendors for more in-depth service needs.
Imaging Manager
BenefitMall
11.2006 - 01.2017
- Manage workflow so all documents received are entered and indexed in our imaging system accurately and within 4 hours of receipt.
- Develop scanning procedure as well as email importation process.
- Troubleshoot system issues and work with the Information Technology staff to develop solutions that meet our customers’ needs.
Project Manager
BenefitMall
11.2006 - 01.2017
- Developed onboarding processes for new carrier/vendor relationships that remain in place today.
- Take the lead on boarding process so the relationship is effective and flows well.
- Document internal processes for all departments.
- Developed an intranet site to house all reference materials.
- Develop standard processes where none existed.
- Created several Microsoft Access applications to handle processes when our current systems could not effectively handle the required actions.
- Worked to develop an imaging system with workflow capability.
Claims Manager
Hirsch Financial Services, Inc.
Hunt Valley
09.2005 - 11.2006
- Manage a team of 6 people whose job duties include adjudicating and entering claims, adjudicating and clearing debit card transactions, producing pend and denial letters.
- I managed the daily workflow as well as assisted in the day-to-day workflow.
- I set up new groups in the debit card system.
- I also managed the receipt of mail, email and faxed into the company and the process of scanning and delivering them to the appropriate areas.
- I helped to design best practices for the newly implemented imaging system.
Customer Service Manager
Hirsch Financial Services, Inc.
Hunt Valley
09.2005 - 11.2006
- Manage a team of 5 people whose job functions were the respond to customer calls, emails and faxes within 4 hours and work with other areas internally to resolve client issues.
- I created an access database to capture and report issues coming through the customer service area.
- I also created online reference material to be used by the customer service reps to allow them to respond to questions more accurately and efficiently.
Quality Assurance Manager
BenefitMall
Cockeysville
04.2000 - 09.2005
- Manage a team of 5 people whose verified enrollment is processed in accordance with carrier guidelines.
- Report trends to the enrollment area and give feedback to the enrollment techs.
- To verify carrier transmissions had occurred properly and work the carriers to resolve any issues.
Enrollment Manager
BenefitMall
Cockeysville
04.2000 - 09.2005
- Manage a team of 8 people whose job functions include processing enrollment for medical, dental, vision, Short Term and Long-Term Disability, Life and AD&D (group and voluntary) plans for over 35 health and ancillary carriers.
- Develop and maintain relationships with each carrier.
- Manage daily workflow to maintain a 3-day turn around time for processing enrollment.
- Develop inventory, production and quality metrics for senior management.
- Review monthly quality results with each enrollment tech and develop performance plans to improve quality results.
- Develop manual processes that efficiently handle activities such as overage dependent certification mailings and age reduction reports for ancillary coverage.
- Work with the Information Technology staff daily to ensure electronic transmissions between our internal systems and external carrier systems are being processed timely and correctly.
- Help staff members develop the necessary skills and knowledge to move to other areas of interest within the company.
Large Account Manager
BenefitMall
Cockeysville
04.2000 - 09.2005
- Manage a team of 7 people whose job functions include processing new business paperwork, renewals, enrollment, premium billing and posting as well as all service issues for over 250 large (50+ life) groups for our “A” and “B” brokers.
- Monitor telephone calls for quality.
- Produce and report monthly telephone and performance metrics to senior management.
- Providing feedback and training to team members to improve client satisfaction.
- Act as a resource for staff members dealing with complex issues.
- Work closely with the marketing area to ensure that we meet and exceed client expectations.
Customer Service Manager
BenefitMall
Cockeysville
04.2000 - 09.2005
- Manage a team of 8 people whose job functions include handling approximately 60 – 70 group, broker and carrier calls.
- Document each call and research issues with other departments internally and over 35 carriers.
- Produce and report monthly telephone and performance metrics for senior management.
- Provide feedback and training to team members to improve client satisfaction.
- Act as a resource for staff members dealing with complex issues.
- Work closely with the marketing area to ensure that we are setting and meeting client expectations.
- Help staff members develop the necessary skills and knowledge to become large account representatives.
Project Manager
Hamilton Insurance Agency
Fairfax
12.2019 - 12.2025
- Onboarding National Brokers.
- Manage Carrier Relationships.
- Obtaining & Maintaining National Carrier appointments.
- Work with carrier partners for yearly audits including the yearly SOC1 Audit.
- Resolve issues with Broker Commission payments.
- Manage broker, agency and TPA licensing nationally.
- Group setup and testing in our proprietary system.
Account Manager
Corporate Coverage
Towson
01.2017 - 12.2019
- Provide Service for existing COBRA, FSA, HAS, HRA-Merp Clients.
Skills
- Relationship building
- Employee management
- Customer service
- Claims processing
- Debit card handling
- Benefits administration
- Performance evaluation
- Budget planning
- Recruitment and screening
- Candidate assessment
- Employee action plans
- Workflow optimization
- Procedure documentation
- Intranet development
- Metrics creation
- Access database management
- Workflow oversight
- Microsoft Word proficiency
- Microsoft Excel proficiency
- Microsoft PowerPoint proficiency
- Microsoft Visio proficiency
- Microsoft Outlook proficiency
- Claims systems knowledge
- Imaging and document storage expertise
References
Available upon request.
Updated
12/03/25
Timeline
Project Manager
Hamilton Insurance Agency
12.2019 - 12.2025
Account Manager
Corporate Coverage
01.2017 - 12.2019
Account Installation Quality Assurance Manager
BenefitMall
11.2006 - 01.2017
Enrollment Quality Assurance Manager
BenefitMall
11.2006 - 01.2017
Enrollment Manager
BenefitMall
11.2006 - 01.2017
Mail Room - Manager
BenefitMall
11.2006 - 01.2017
Imaging Manager
BenefitMall
11.2006 - 01.2017
Project Manager
BenefitMall
11.2006 - 01.2017
Claims Manager
Hirsch Financial Services, Inc.
09.2005 - 11.2006
Customer Service Manager
Hirsch Financial Services, Inc.
09.2005 - 11.2006
Quality Assurance Manager
BenefitMall
04.2000 - 09.2005
Enrollment Manager
BenefitMall
04.2000 - 09.2005
Large Account Manager
BenefitMall
04.2000 - 09.2005
Customer Service Manager
BenefitMall
04.2000 - 09.2005