Julia Walls
Balch Springs,TX
Summary
Long-term Client Relationship Manager versed in working with internal and customer teams to facilitate daily Operations for a technology company working to convert paper documents (Healthcare claims) to electronic data feeds to load into client systems using Provider and Eligibility data. Driving implementations for customers as well as internal system migrations to successful completions. Maintaining customer satisfaction, keeping clients abreast of reporting details and working to address any issues as well as changing business needs.
Overview
36
36
years of professional experience
Work History
Operations Client Relationship Manager
SourceCorp, Inc./Exela Technologies
07.2000 - 03.2024
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Monitored project progress against established timelines while proactively updating stakeholders on any potential setbacks or roadblocks.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Assessed client needs and developed plans to adequately address current and future objectives.
Eligibility Manager
Healthcare Benefits, Inc. (TPA Of BCBSTX)
08.1988 - 07.2000
- Enhanced client satisfaction with timely and accurate eligibility determinations through efficient case management.
- Reduced errors in eligibility decisions by regularly reviewing caseloads and providing feedback to staff members.
- Achieved consistent compliance with federal and state regulations through diligent monitoring of program guidelines.
- Assisted clients in understanding their benefits options by thoroughly explaining program requirements and available resources during consultations.
- Collaborated closely with other departments within the organization to ensure efficient coordination of services for clients needing additional support or information regarding their cases.
- Managed a diverse team of eligibility specialists, maintaining high levels of morale and job satisfaction despite challenging workloads.
Education
No Degree - Liberal Arts And General Studies
Eastfield College
Mesquite, TX1992
Skills
- Client satisfaction-driven
- Client Retention Strategies
- Schedule Management
- Problem-solving aptitude
- Presentation Development
- Customer Engagement
- Client Needs Assessment
- Business Analysis
- Consultative support
- Interpersonal and client communications
- Relationship building and management
- Contract Negotiation
- Conflict resolution skills
- Customer Relations
- Account Management
- Inter-department collaboration
- Account Updates
- Training and mentoring
- Research and due diligence
- Customer Service
- Client Retention
- Effective Communication
- Client Base Retention
- Teamwork and Collaboration
- Analytical Thinking
- Client Relations
- Professionalism
- Team Collaboration
- Problem-Solving
- Problem-solving abilities
- Operating Procedures and Policies
- Change Management
- Time Management
- Written Communication
- Systems and software expertise
- Relationship Building
Accomplishments
Developed Client Relationships allowing for long-term customer retention (Example account was implemented in 2006 and remained active with multiple products in 2024), process that included Monthly/Quarterly Business Reviews with documented presentations, issue resolution, and analysis of pain-points for which enhancements could be implemented.
Drove multiple projects across the client-base including but not limited to 837 4010 to 837 5010 EDI file format conversions, ICD9 to ICD10 conversions, internal Document Management System implementations/migrations, and System Platform migration(s) implementations/project management/testing.
Successfully worked with various on-shore and off-shore internal teams, acting as the primary point of contact between internal teams and external customers (TPA's, Healthcare companies) and third-party vendors (PPOs and Clearinghouses).
Timeline
Operations Client Relationship Manager
SourceCorp, Inc./Exela Technologies
07.2000 - 03.2024
Eligibility Manager
Healthcare Benefits, Inc. (TPA Of BCBSTX)
08.1988 - 07.2000
No Degree - Liberal Arts And General Studies
Eastfield College
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