Kelly Blackburn
Livonia,MI
Summary
Highly skilled, technology savvy office professional with 15+ years experience in supporting business operations. Accustomed to working in fast paced environments while ensuring a high level of customer service. Excellent interpersonal, problem solving and organizational skills. Eager to help achieve company goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Client Services Manager
MICHIGAN STATE MEDICAL SOCIETY
04.2021 - Current
- Supervise day-to-day office operations
- Ongoing review of agency processes and procedures - update as needed
- Oversee COBRA administration process for group clients with 20 or more employees
- Proactively establish relationships with client contacts, carrier representatives and vendors
- Communicate directly with clients and carrier representatives with collaboration from Advisor
- Address client service requests in resolving product performance, billing, claims, reimbursement issues and general service support
- Assemble updates for clients regarding industry trends and events, including state and federal regulatory issues
- Participate in client projects such as non-discrimination testing and ensuring 5500 forms are filed
- Maintain thorough understanding of carrier underwriting procedures and guidelines to better understand available products and services, including alternative funding strategies
- Prepare and send request for quotes to applicable carriers
- Review and analyze returned carrier quotes and insurance plan designs and spreadsheet results
- Create first draft of renewal presentation for client review
- Work with Advisor to identify strategies to meet client needs
- Review of benefit plan summaries and carrier source documents for accuracy
- Assist with full renewal process, marketing, and client meeting presentations
- Update benefit guides, ensure other client resources and communications for open enrollment are up to date
- Prepare documents and data for compliance audits for Advisor presentation
- Manage renewal process of MSMS sponsored self-funded dental, vision, and senior health plans
- Download, approve and send monthly invoices to accounting department
- Enter and manage client data and data integrity in Benefit Zone database
- Ensure privacy policies in place protecting client PHI remain HIPAA compliant
- Conduct annual HIPAA training for internal staff
- Manage highly confidential, time sensitive and complex matters for senior leadership.
Employee Benefits Account Manager
JLA INSURANCE GROUP
12.2018 - 03.2021
- Proactively established relationships with client contacts and carrier representatives
- Communicated directly with clients and carrier representatives with collaboration from Advisor
- Addressed client service requests in resolving product performance, claims, reimbursement issues and general service support
- Assembled updates for clients regarding industry trends and events, including state and federal regulatory issues
- Reviewed and analyzed returned carrier quotes and insurance plan designs and spreadsheet results
- Created renewal presentation for client review at annual renewal meeting with Advisor
- Collaborated with Advisor to identify strategies to meet client needs
- Reviewed benefit plan summaries and carrier source documents for accuracy
- Assisted with client’s renewal process, marketing, and attended client meetings
- Updated benefit guides, ensured other client resources and communications for open enrollment were up to date
- Prepared documents and data for compliance audits for Advisor presentation to client
- Reviewed and analyzed returned carrier quotes and insurance plan designs and spreadsheeted
- Entered and managed client data and its integrity in Broker Builder and Epic databases.
Claims Processing Manager
MANAGED CARE ADVISORS
02.2014 - 12.2018
- Managed claims adjudication process ensuring production and workflow measures were met
- Provided quality analysis and suggested recommendations on process improvements
- Assisted team with overflow of claims adjudications with emphasis on quality, efficiency, and timeliness
- Analyzed and resolved complex claim, provider payment and rejected claims submission issues
- Monitored back-end operations workflow for ingestion of provider paper claim submissions
- Internal staff training focused on accountability, department goals, quality, and performance standards
- Collaborated with claims clearinghouse service suppliers on claim production and scan verification issues.
Office Administrator
ARMADA COMMERCIAL REAL ESTATE
09.2009 - 02.2014
- Day to day office management
- Managed multiline phone system
- Assisted with special projects when required
- Monitored and tracked closed lease and sale transactions
- Maintained accurate and complete files for all past and present clients
- Prepared and distributed active and closed property listing report for monthly staff meeting
- Created and arranged for monthly distribution of the agency newsletter
- Assisted agent with researching historical property data in Costar and Loopnet portals.
Education
Associate Degree in Business Management -
Oakland Community College
Farmington Hills, MI06.1993
Skills
- Client relationship building
- Benefit administration
- Account management
- Documentation and reporting
- Process improvement
- Calendar management
- Computer skills
- Creative thinking
- Self directed
- Adaptability
- Multi-tasking
- Resourceful
Certification
Certified HIPAA professional
Timeline
Client Services Manager
MICHIGAN STATE MEDICAL SOCIETY
04.2021 - Current
Employee Benefits Account Manager
JLA INSURANCE GROUP
12.2018 - 03.2021
Claims Processing Manager
MANAGED CARE ADVISORS
02.2014 - 12.2018
Office Administrator
ARMADA COMMERCIAL REAL ESTATE
09.2009 - 02.2014
Associate Degree in Business Management -
Oakland Community College
Certified HIPAA professional
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