Karole Mingarelli
Tampa,FL
Summary
Enthusiastic, dependable, results-oriented professional; actively seeking new opportunities to utilize current skills, abilities, and knowledge allowing for continued professional growth focusing on making a difference within healthcare, wellness solutions and the engagement of clients and customers.
Enthusiastic, dependable, results-oriented professional; actively seeking new opportunities to utilize current skills, abilities, and knowledge allowing for continued professional growth focusing on making a difference within healthcare, wellness solutions and the engagement of clients and customers. Having 25+ years of experience in progressive healthcare insurance specializing in medical, consumerism products such as health savings accounts and all flexible spending accounts, DPPO & DHMO dental, and vision products. Committed to delivering exceptional customer service and exceeding company metrics. My career has provided me with a great understanding of Florida & the Federal Government’s unique insurance healthcare industry and their infrastructure. In addition to having a strong understanding of large Public and Private Sector groups locally and across the state with I had the opportunity to partner and serve several clients and customers in other states such as Texas and Georgia as well.
Overview
27
27
years of professional experience
Work History
Dedicated Cigna Sr. Client Service Partner – Supervisor
Cigna Health and Life Insurance Company
, USA
10.2015 - Current
- Strategic and collaborative partner with the Cigna Sales Team to ensure positive outcomes, goals and renewals.
- Collaborates with internal Cigna partners, developing relationships with different departments across Cigna for team unification and support.
- Supports day-to-day account management for self-funded client having approximately 12,000 eligible customers.
- Maintaining in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Works closely with Client Benefit Manager and Benefits Team as well as five other County agencies and their respective management & benefit teams.
- Received walk-ins, intake calls and emails from clients, employees, spouses and their dependents; fielded and or answered customer complaints, concerns.
- Investigated and resolved all concerns with claim, HSA and FSA accounting issues, service and delivery concerns for client and customers, facilitated negotiations, resolving issues and reaching mutual conclusions with customers and providers.
- Handled and followed through with VIP, client, management, or critical or non-critical escalations concerning all agencies.
- Conducted New Hire and Open Enrollment sessions both in person, and virtual for employees.
- Reviewed eligibility and pre-certification files.
- Skilled at working independently and collaboratively in team environment.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained and backed up multiple contracted Onsite Partners with clients’ products, expected tasks and daily operations, maintaining consistency within the Medical Onsite Team.
- Investigated and resolved accounting, service and delivery concerns for client and customers.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Dedicated Cigna Onsite - Temporary to Permanent – Supervisor
ProUnlimited/Cigna Health and Life Insurance Company
Tampa, USA
09.2014 - 10.2015
- Maintains knowledge and expertise in all products, programs, services and enrollment activity related to HC BOCC benefits and serves as the on-site subject matter expert (SME) for Cigna products and programs.
- Will coordinate as a representative on behalf of HC BOCC with other vendors to navigate customer inquiries, handle, refer, or delegate complex questions, issues, and problems to appropriate Cigna resources and will manage the resolution and communication processes to all constituents.
- Assist with new hire orientation on a group or individual basis.
- Provide current and prospective employees with information about policies, job duties, working conditions, wages opportunities for promotion, employee benefits and assistance with hiring procedures.
- Coordinates and schedules group benefit education meetings, staff meetings, department in-service training, etc.
- Develop presentations for group benefit education meetings, staff meetings, department in-service training, etc.
- Prepares materials for distribution/reference at meetings.
- Coordinate various Human Resources projects as directed by HR management.
- Process new enrollments, life change events and terminations including COBRA.
- Participate as an active member of the HC BOCC Benefits team representing Cigna and HC BOCC’s interests in appropriate staff meetings and assigned (Cigna/HC BOCC) benefit projects.
- Effectively articulates and demonstrates Cigna's capabilities and tools to HC BOCC’s employees and help drive customer engagement in Benefit & Cost Containment Programs and Health Advocacy programs.
- Assists in the coordination of meetings and conference calls relating to Cigna programs.
- Duties include creating agenda, meeting notices, meeting facilitation, recording of meeting notes, and follow-up.
- Collaborates with Cigna team(s) to improve overall effectiveness, which may include management of project plans.
- Works strategically with Cigna account team to identify trends and opportunities, makes recommendations for retention and growth.
- Collaborates with HC BOCC & Cigna team(s) on health promotion initiatives and activities (i.e., Wellness Programs).
- Collaborates with HC BOCC and Cigna team to develop and execute Annual Enrollment promotion, education, and onsite support strategy.
- Minimal local travel may be required.
Account Executive
Humana
Tampa, USA
04.2008 - 07.2014
- Overall responsibility for large medical, Medicare, vision, and dental commercial book of business consisting of 54 employer groups within North, Central, and Southwest Florida.
- Responsibilities included but not limited to building and maintaining face to face relationships with clients, retention and renewal negotiations, reporting, consultative product review engagement and presentations, maintain Client, Broker and Consultant relationships, and oversight of member services issues; participating with open enrollment and health fair meetings.
- Primary book of business Public Sector, Hospital and Labor Unions 2010-July 2014.
Major Account Manager
CompBenefits
Tampa, USA
05.2004 - 04.2008
- Overall responsibility of servicing dental and vision Major accounts (1,000+) in North Florida, book of business consisted of 33 Public and Private Sector employer groups.
- Responsibilities included monthly onsite visits; participating with open enrollment and health fair meetings; product presentations, retention and renewal negotiations, maintain Client, Broker and Consultant relationships, and oversight of member services issues.
- October 2007, Humana’s acquisition of CompBenefits.
Account Manager
CompBenefits
Tampa, USA
02.2004 - 05.2004
- Overall responsibility of servicing 104 dental and vision employer groups (99+) in North Florida.
- Responsibilities included monthly onsite visits; participating with open enrollment and health fair meetings; product presentations, retention and renewal negotiations, maintain Client, Broker and Consultant relationships, and oversight of member services issues.
- May 2004 promoted to Major Account Manager.
Client Services Coordinator
CompBenefits
Tampa, USA
06.2003 - 02.2004
- Overall responsibility of supporting Account Managers and servicing of dental and vision client accounts in North Florida.
- Responsibilities included administrative functions relating to servicing, retention, sales and new group implementation; such as weekly-monthly onsite visits; participating with open enrollment and health fair meetings; product presentations, oversight of member services issues.
- February 2004 promoted to Account Manager.
Executive Assistant
David Cruise Corporation
Tampa, USA
02.1999 - 06.2003
- Overall responsibility of day to day office operations for regional general agent sales office of American Dental Plan.
- Responsibilities included overall management accountability of administrative functions relating to servicing, retention, sales and new group implementation, general agent partnership and contracting, group and broker enrollment materials fulfillment.
- As well as maintaining and servicing the RGA, David Cruise’s book of business.
Skills
- Claims resolution
- Benefits coordination
- Customer engagement
- Product training
- Relationship building
- Problem solving
- Conflict resolution
- Inquiry response
- Problem-solving abilities
- Active listening
- Team collaboration
- Reliability
- Problem-solving skills
- Professionalism
- Issue and complaint resolution
- Communication skills
- Adaptability
- Customer account management
- Salesforce CRM
Objective Summary
Enthusiastic, dependable, results-oriented professional; actively seeking new opportunities to utilize current skills, abilities, and knowledge allowing for continued professional growth focusing on making a difference within healthcare, wellness solutions and the engagement of clients and customers. Having 25+ years of experience in progressive healthcare insurance specializing in medical, consumerism products such as health savings accounts and all flexible spending accounts, DPPO & DHMO dental, and vision products. Committed to delivering exceptional customer service and exceeding company metrics. My career has provided me with a great understanding of Florida & the Federal Government’s unique insurance healthcare industry and their infrastructure. In addition to having a strong understanding of large Public and Private Sector groups locally and across the state with I had the opportunity to partner and serve several clients and customers in other states such as Texas and Georgia as well.
Timeline
Dedicated Cigna Sr. Client Service Partner – Supervisor
Cigna Health and Life Insurance Company
10.2015 - Current
Dedicated Cigna Onsite - Temporary to Permanent – Supervisor
ProUnlimited/Cigna Health and Life Insurance Company
09.2014 - 10.2015
Account Executive
Humana
04.2008 - 07.2014
Major Account Manager
CompBenefits
05.2004 - 04.2008
Account Manager
CompBenefits
02.2004 - 05.2004
Client Services Coordinator
CompBenefits
06.2003 - 02.2004
Executive Assistant
David Cruise Corporation
02.1999 - 06.2003