Jennifer Woods
Marshall,TX
Summary
Results-driven implementation and client consulting professional with 18+ years in the health insurance industry, specializing in enterprise client implementations, project management, and operational delivery. Proven ability to lead complex implementations, partner with cross-functional teams, mitigate risk, and serve as a trusted advisor to ASO and Public Sector clients. Known for strong leadership presence, client advocacy, and execution excellence.
Overview
23
23
years of professional experience
Work History
Senior Implementation Analyst
HCSC
04.2021 - Current
- Lead end-to-end client implementations for ENA and Public Sector accounts, owning delivery from discovery through post-implementation review.
- Partner with Sales, Account Management, Operations, Eligibility, Billing, and Claims to ensure implementation readiness and successful go-live execution.
- Build and manage project plans, timelines, dependencies, risks, and deliverables for complex benefit and vendor implementations.
- Oversee eligibility, billing, and file exchange setup; coordinate testing validation and ensure data accuracy and client requirements are met.
- Provide proactive risk identification, mitigation strategies, and executive-level status reporting to internal leaders and clients.
- Support custom benefit configurations and call center readiness to enable smooth operational transition.
- Conduct post-implementation reviews to drive continuous improvement and reduce future defects/escalations.
- Mentor peers and serve as an SME for complex implementation and operational issues.
- Led cross-functional teams to streamline implementation processes for new vendor roll outs.
Client Service Specialist
HCSC
11.2016 - 04.2021
- Managed and enhanced client relations, assisted in the implementation of new business services.
- Completed special ad-hoc reporting upon request.
- Worked closely with Service, Operations and other Implementation and Sales and Marketing team members.
- Responded to various inquiries from new and existing clients with a sense of urgency and in a customer service fashion.
- Created new client enrollment paperwork.
- Worked closely with brokering team.
- Offered every client knowledgeable and supportive assistance to meet all needs and build loyalty.
Group Benefit Specialist
HCSC
02.2014 - 11.2016
- Provided on-site/off-site consultative support to ASO and national account clients.
- Advised HR representatives on claims, inquiries, benefit levels, eligibility, and service issues.
- Reported trends, alerts, and improvement recommendations to Marketing and leadership to reduce excessive inquiries.
- Assisted in developing internal training; recommended and implemented FSU process improvements.
- Participated in recurring client calls (weekly/bi-weekly/monthly) and maintained strong client relationships.
- Built reporting to track benefit/claims inquiries and monitored client performance guarantees.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Customer Advocate Specialist
HCSC
06.2010 - 02.2014
- Trained and developed Customer Advocates and Benefits Value Advisors through instructor-led classes and one-on-one coaching.
- Served as escalation support for complex member calls and provided real-time guidance/resolution.
- Implemented a trend identification and solution process that remains in use.
- Analyzed customer feedback to drive continuous improvement initiatives.
- Implemented training programs for new advocates, fostering team development.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Participated in regular team meetings, sharing insights and best practices for ongoing development of the Customer Advocate Specialist role.
Customer Advocate
HCSC
12.2007 - 06.2010
- Provided benefits and claims support for national account groups, dedicated support for the EDS unit.
- Maintained top performance metrics and served as a Learning Coach.
- Answered multi-line phones, provided accurate information regarding benefits and claims for specific national account groups.
- Collaborated with cross-functional teams to enhance client satisfaction initiatives and streamline processes.
- Advocated for customer needs, providing accurate information on insurance products and services.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
Customer Service Specialist
US Unwired
01.2003 - 08.2008
- Developed and rolled out new policies; executed multi-channel advertising campaigns.
- Trained/coached staff to adopt new programs; supported scheduling, projections, and daily operations.
- Managed cellular inventory and improved sales performance through structured associate plans.
- Managed escalated issues, ensuring timely resolutions and customer satisfaction.
- Analyzed customer feedback to identify areas for service improvement.
- Streamlined processes by implementing best practices in customer interactions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Education
High School Diploma -
Sulphur High School
Sulphur, LA05.1989
Business Management (Coursework)
McNeese State University
Lake Charles, LASkills
- Client Implementation & Consulting
- Enterprise Project Management
- National Account & ASO Support
- Cross-Functional Leadership
- Risk Identification & Mitigation
- Benefits/Claims/Eligibility Expertise
- File Exchange & Operational Readiness
- Stakeholder Communication
- Process Improvement
- Training & Mentorship
- Data Analysis & Reporting
- Systems & Tools: Word, Excel, PowerPoint, Lotus Notes
Accomplishments
- Participated in New Hire Training for incoming staff
- Recipient of the Marshall FSU Employee of the Month
- Two time recipient of the GET Team CSS Employee of the month.
- Learning Coach Mentor program
- Used Microsoft Excel to develop inventory tracking spreadsheets.
ACCOMPLISHMENTS & WORKGROUPS
- Marshall FSU Employee of the Month
- Two-time GET Team CSS Employee of the Month
- Learning Coach
- Mentor Program
- SME for Autism Mandate
- Written Inventory
Timeline
Senior Implementation Analyst
HCSC
04.2021 - Current
Client Service Specialist
HCSC
11.2016 - 04.2021
Group Benefit Specialist
HCSC
02.2014 - 11.2016
Customer Advocate Specialist
HCSC
06.2010 - 02.2014
Customer Advocate
HCSC
12.2007 - 06.2010
Customer Service Specialist
US Unwired
01.2003 - 08.2008
High School Diploma -
Sulphur High School
Business Management (Coursework)
McNeese State University