Kelly Nordling
Account Manager
Green Isle,MN
Summary
Hard-working individual that will go above and beyond to dig in and uncover root cause analysis in order to provide excellent service for our member and employer customers.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
Medica Insurance
11.2022 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Work alongside with the Senior Account Manager and Senior Agency Relationship Manager to process renewals and new groups within a timely manner.
- Work alongside other colleagues to help problem solve on complex issues.
- Educate employer groups on medical benefits for upcoming benefit year along with value-added programs that come with the plan.
- Obtained Resident Insurance Producer Licenses for Life and Accident & Health for the State of Minnesota.
Client Specialist
Medica Insurance
09.2021 - Current
- Worked along side Account Managers to resolve urgent and highly escalated issues regarding member's accounts.
- Promote and educate Call Center Representatives on new incoming employer groups as well as prepare them for open enrollment.
- Provide leadership and guidance to incoming Call Center Representatives to better prepare them for exceed at their new position.
- Cross trained into Medica Health Plan Solutions call center to provide same job duties in two separate call centers
- Built strong relationships with the Account Management team to earn their trust and resolve their issues quickly within a timely matter.
Health Plan Specialist
Medica Insurance
10.2019 - 09.2021
- Mission is to be the trusted health plan of choice for customers, members, partners, and our employees
- Strong performer and able to balance member calls, team lead role, and interim Client Specialist role all while making monthly quality and all other call center goals
- Helped members with benefit, claim, and Pharmacy questions regarding their plans while putting member's needs first
- Worked on Medica's outreach Own the Mission Projects
Education
Bachelor of Arts and - Science - Communications
University of North Dakota
Grand Forks, ND 08.2015 - 05.2019
Skills
Microsoft Office Suites
Knowledgeable on COSMOS and UNET
Leadership
Quick Learner
Ability to resolve escalated issues
Presentations and public speaking
Timeline
Account Manager
Medica Insurance
11.2022 - Current
Client Specialist
Medica Insurance
09.2021 - Current
Health Plan Specialist
Medica Insurance
10.2019 - 09.2021
Bachelor of Arts and - Science - Communications
University of North Dakota
08.2015 - 05.2019
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