Kathryn L. McLaren
Las Vegas,NV
Summary
Knowledgeable and high performing industry expert as a Health & Welfare Employee Benefits Executive Account Manager with more than 24 years of experience in Self-funding and Fully Insured Health Insurance and Employee Benefits Administration, project management, customer service and training. Possesses excellent written and verbal communication skills, exceptional independent problem-solving and negotiation skills, ability to interact with all levels of an organization, while working in a fast-paced industry.
Overview
25
25
years of professional experience
Work History
Benefits Counselor and Enroller
Colonial Life
02.2023 - Current
- Partner with Opener and Coordinator to schedule client education meetings and one-on- one enrollment sessions
- Meet with employees individually to educate on core, voluntary and supplemental benefits
- Explain benefits to employees in easy-to-understand terms in order to educate each on available options
- Process Employee Enrollment in Harmony, Employee Navigator and Gahr Enrollment systems, print confirmation statements for HR and Employee following each clients requested process
- Aid employees with filing claims
- Create Broker and Client Presentation on Colonial Services
- Assist Opener with prospecting and meeting with Broker and Client leads
- Collected documents and checked applications for completeness before submission
Health & Welfare Executive Client Service Account Manager
Brown & Brown
05.2012 - 01.2023
- Subject matter expert with emphasis in Self-Funded, Fully Insured and Retirement plans
- Profit Center PPACA, HIPAA, ERISA and COBRA Compliance Expert and service as Profit Center HIPAA Officer and resource for E&O Issues
- Day-to-Day client contact for 40-60 Fully Insured and Self-Funded clients ranging in groups from 2-5,000 employees with revenue of $10 million
- Partner with Broker and client’s key decision makers to negotiate, design and renew benefit program annually
- Collaborate with Marketing Department, Broker and Insurance Carriers contacts to review insurance renewals and quotes, negotiate rates and create client presentation outlining plan and contribution options
- Design and implement new benefit programs including HSA Qualified High Deductible Health Plans, Reimbursement Accounts, Health Saving Accounts, Wellness Programs, Health Assessments and Health Fairs
- Plan and oversee implementation, annual updates to and training of benefit administration systems such as PlanSource, bSwift, Employee Navigator, ADP Workday and EASE
- Lead monthly and quarterly meetings with client decision makers to review plan performance, claims and make recommendations on plan enhancements to lower utilizing and claim spend.
- Create and maintain long term favorable relationship with clients and employees
- Develop and maintain working relationship with various insurance company and third-party administrator representatives
- Partner directly with group administrators to aid and educate on the proper administration procedures, additions and termination, State & Federal Laws including ERISA, Section 125, PPACA, HIPAA and COBRA, and all other administrative procedures
- Coordinate and lead client new hire and annual virtual and in-person enrollment meetings
- Create and update custom employee educational materials, enrollment guides and PowerPoint Presentations
- Assist employees with unresolved eligibility and claim issues while educating them on how to best use their benefits
- Enter all required data into BenefitPoint and Image Right systems to keep files current
- Maintain up to date knowledge of various carriers’ rating, plans and programs
- Interview candidates for open positions
- Develop pamphlets, videos and other health education materials to promote health awareness and preventive health practices
Technology Product Manager
Maalouf Benefit Resources
08.2005 - 05.2012
- Conduct demonstrations for current and perspective clients on Benefits Management Systems
- Implement Benefit Administration and HRIS Systems
- Train client on how to use administrative functions of Benefit Administration System
- Create proposals and contracts
- Lead seminars and webinars on technology solutions
- Create and send RFPs to insurance carriers, review insurance quotes provided by carriers, and create client presentation outlining options
- Monitor new and updated technology solutions provide by various vendors
- Create custom employee surveys on company benefits, policies, and procedures
- Partner with team members on process improvements
Health and Welfare Customer Service Project Manager
Hewitt Associates
08.2001 - 07.2005
- Health and Welfare subject matter expert for Self-Funded Customer Service Team for company with 129,000 employees and retirees
- Primary resource for key corporate client contacts, Benefit Specialists and vendor contacts
- Create and update training materials and system resources as well as take part with testing system during Open Enrollment
- Participate in client HR “Train the Trainer” meetings on Open Enrollment benefit changes with over 100 HR Representatives from 50 locations in U.S
- Partner with client on the 2005 Health and Welfare Benefit Redesign and lead training on new benefit offerings such as Health Reimbursement Account
- Managed 2006 Implementation of Retiree Benefits
- Assigned the Lead Project Manager role on implementation of new computer program
- Research and process client exceptions for escalated issues
- Lead Customer Service Associates new hire, open enrollment and ongoing training and team Info Shares
- Mentor and coach Customer Service Associates and other Project Managers
- Monitor, review and document daily call center service levels and report to management team and client
- Review and update Customer Service Associates phone schedule and project time as service levels require
- Interview candidates for the Customer Service role using Behavioral Interviewing
- Identify, research, and implement process improvements for Health and Welfare and
- Customer Service projects
Case Manager
Hewitt Associates
01.2001 - 08.2001
- Aid customer in resolving complex escalated eligibility and data issues
- Contact for six Corporate Benefit Specialists in researching customer issues and complaints
- Primary contact for over 20 vendors for customer resolution of eligibility and data issues
- Coordinate and lead meeting with key vendors on weekly basis to review outstanding items
- Determine process improvements for eligibility and claim issues
- Assist Customer Service Project Managers to implement process improvements
- Appeal Coordinator who aids Client Benefit Specialist in gathering appeal information to present to Appeal Committee
- Liaison to client HRIS Help Desk
- Liaison to Advocacy Shared Service Trainer, coach and mentor
Customer Service Associate
Hewitt Associates
10.1998 - 01.2001
- Answer complex customer calls and process transactions on Employee and Retiree benefits, policies, and procedures for company with 129,000 employees and retirees
- Research and respond to customer requests, issues, and complaints
- Customer Service Coach and mentor
- Health and Welfare Training Coordinator
- QMCSO and COBRA Processor
- Appeals Coordinator
- Process online carrier updates
- Identify process improvements on assigned projects
Education
Bachelor of Arts - English Literature, Communication
Bethany College
Bethany, WV05.1998
Skills
- Leadership
- Compliance and Quality Auditor
- Public Speaking
- Open Enrollment Procedures
- Operations Improvement
- Customer Relationship Management
- Managing Enrollments
- Regulatory Monitoring
- Health Saving Accounts
- Plan Administration
- Workflow Processes
- Customer Needs Assessments
- Eligibility Determinations
- Explaining Policies
- Compensation and Benefits
- Electronic Filing System
- Benefit Plan Audits
- Industry Knowledge
- Employee Benefits Laws
- Customer Interaction and Satisfaction
- Benefits Interpretation
- Benefits Options
- Trend Analysis
Accomplishments
- Las Vegas Chamber of Commerce
- International Foundation
- SNHRA
- Alumna of Alpha Xi Delta Fraternity
Timeline
Benefits Counselor and Enroller
Colonial Life
02.2023 - Current
Health & Welfare Executive Client Service Account Manager
Brown & Brown
05.2012 - 01.2023
Technology Product Manager
Maalouf Benefit Resources
08.2005 - 05.2012
Health and Welfare Customer Service Project Manager
Hewitt Associates
08.2001 - 07.2005
Case Manager
Hewitt Associates
01.2001 - 08.2001
Customer Service Associate
Hewitt Associates
10.1998 - 01.2001
Bachelor of Arts - English Literature, Communication
Bethany College
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