Kimberly Durham
Atlanta,Georgia
Summary
QUALIFICATION SUMMARY Highly motivated and results driven Benefits Consultant with over 25 years of experience in Employee Benefits. Strong track record of effectively building lasting client relationships through excellent communication skills and industry expertise. Astute professional providing benefits support in fast-paced corporate settings.
Overview
28
28
years of professional experience
Work History
Human Resources Benefits Consultant
UMASS Memorial Health
07.2022 - Current
- Serves as a subject matter expert on benefits/wellness and human resources policies
- Serves as the point of contact and responds directly to employee inquiries including but not limited to benefits, paid time off, tuition reimbursement, cobra
- Audits and ensures benefit programs are being administered according to Plan documents and that the HRIS/Payroll system and outsourced benefit platform reflects current and accurate data
- Maintains familiarity with retirement plans, leave of absence policy/procedures, HRIS, payroll and assists teams as needed
- Responds to questions and maintains familiarity with Collective Bargaining Agreements for employees who are in a union
- Works closely with benefits vendors to ensure seamless resolution to employee inquiries
- Provides Medicare employment/benefit document to employees as requested
- Processes health insurance premium reimbursements and initiates deductions for premiums when needed
- Performs User Acceptance Testing in preparation of Open Enrollment Launch
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, and email.
- Checked employees' benefits enrollment for accuracy and inputted data into ADP.
Employee Benefits Consultant
SCR Consulting
12.2016 - 07.2022
- Served as a subject matter expert on products, market trends, benefit design, and assists broker with sales to delivery of service
- Experienced with Municipalities, Healthcare systems and Public Transportation employers
- Partnered with brokers to assist with onboarding benefit plans, marketing materials, compliance deadlines, customer support documents, benefit audits and finalizing contract documents
- Created exemplary customer service experiences by educating group plan participants and individuals about insurance options, ensuring confidence in their selections
- Promoted, sold, persuaded, and influenced employees who have a choice of carriers to enroll in products resulting in 60% expansion for the broker’s portfolio
- Facilitated and partnered with HR teams to support annual open enrollment meetings, monthly new hire orientation meetings, health fair staffing support, and facilitated round table discussions
- Developed presentations and marketing materials
- Provided customer insight, identified pain points for HR teams, and assisted clients with improvements in employee engagement
- Assists with facilitating User Acceptance Testing in preparation of vendor, open enrollment and/or new HR system platform launch.
- Put together reports and trend models to advise clients on best plan options.
- Assisted with design and implementation of various employee benefits programs.
Manager - Client Engagement & Customer Experience
ANTHEM
06.2015 - 12.2016
- Engaged in robust strategic planning in order to significantly improve the delivery of client satisfaction
- Led Sales Account Consultants team supporting over 1.5M healthcare members throughout Georgia
- Amplified client satisfaction through robust enhancements, and process improvements resulting in 97% client retention
- Launched and implemented several policies and procedures to create organizational structure and consistency throughout the Sales and Marketing organization
- Implemented processes, reallocating 30% of time to client-focused initiatives and achieving $100k in annual cost-saving
- Instrumental in the relaunch of department roles and responsibilities to best utilize staff resulting in 99% employee retention and creating a path for employee advancement and promotion
- Trained team on negotiations, working with clients and brokers to deliver on requests and drive results
- Participated in finalist presentations resulting in a win of several high-profile accounts, i.e., City of Atlanta, Grady Health Systems, and Augusta-Richmond County
- Served as a subject matter expert and key resource for ongoing projects related to market intelligence, product design, education and marketing tools
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Sales Account Consultant III – Specialty Accounts
ANTHEM
06.2011 - 06.2015
- Facilitated between clients, brokers, and internal partners, serving as the first point of contact and overseeing the day-to-day management, administration of products, and owner of the client relationship
- Improved client satisfaction resulting in 98% retention of local large group business for group size 1,000-10,000 employees with more than 50% of a book of business Public Sector and healthcare systems
- Acted on behalf of Sales Executive to respond to client proposals and decision-makers during negotiation and selection process
- Managed the renewals process and participated in Customer Success led business reviews
- Analyzed client needs and developed, designed and recommended or implemented product improvements to increase sales
- Collaborated in finalist presentations leading to retaining several high-profile accounts including but not limited to municipalities, hospitals, and companies with employees nationwide
- Partnered with internal teams and vendors to facilitate implementations of new products and system platforms
- Assisted with the launch of BCBSGA Telehealth.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation, and data modeling.
- Onboarded and managed new client accounts to boost retention rates.
Account Service Manager
Blue Cross Blue Shield of Georgia
03.2008 - 06.2011
- Facilitated between clients, brokers, and internal partners, serving as the first point of contact and overseeing the day-to-day administration of products and client services
- Improved client satisfaction resulting in 95% retention of 134+ local large group accounts group size 51-999 lives; resolving billing, claims, and benefit inquiries
- Led the execution of new groups, renewals, and third-party connections; participated in open enrollment meetings, monthly new hire meetings, presentations, and health fairs
- Promoted, sold, persuaded, and influenced associates to enroll in Anthem products resulting in a 35% increase in membership among an assigned book of business
- Assisted the Sales Account Consultant with managing and leading the renewals process as needed
- Instrumental on the ROI and value proposition of Blue Cross Blue Shield’s product offerings resulting in a 60% decrease for the needs of clients to use outside vendors.
Project Manager/Business Analyst
Blue Cross Blue Shield of Georgia
01.2006 - 03.2008
- Fostered consultative relationships with the Sales Team, resulting in a 96% retention rate of clients over two years
- Incorporated technology enhancements and systems consolidations to yield over $100k in annual cost savings and a 50% increase in efficiency and productivity
- Wrote test scripts, Performed User Acceptance Testing and created an electronic Macros Spreadsheet tool for client use in submitting membership resulting in the elimination of paper submission.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Benefits Analyst
Blue Cross Blue Shield of Georgia
05.1996 - 01.2006
- Provided direct support to the Business Analysis, Implementation, Technology Solutions, Learning and Development, Carrier Marketing and Sales Operations teams
- Evaluated, reviewed, benchmarked, and assessed market competitiveness resulting in a 75% increase in acquiring new and retaining existing business
- Spearheaded and documented policy improvements, procedures, and processes resulting in compliance with local laws.
Education
Active Health & Life Insurance License – State of Georgia -
(ABA) - Business Administration
American Intercontinental University
Atlanta, GA2009
Business Analysis Certification -
Colorado
Denver, CO2007
Skills
- Leadership
- Sales & Negotiation
- Training & Education
- Project management
- Human Resources
- Account Management
- Benefits Administration
- FMLA Comprehension
- Customer Service
- Cobra, HIPAA, ERISA, FMLA, ACA, Labor Laws
- HRIS Systems: Peoplesoft, Oracle, Workday
- Project Management
Timeline
Human Resources Benefits Consultant
UMASS Memorial Health
07.2022 - Current
Employee Benefits Consultant
SCR Consulting
12.2016 - 07.2022
Manager - Client Engagement & Customer Experience
ANTHEM
06.2015 - 12.2016
Sales Account Consultant III – Specialty Accounts
ANTHEM
06.2011 - 06.2015
Account Service Manager
Blue Cross Blue Shield of Georgia
03.2008 - 06.2011
Project Manager/Business Analyst
Blue Cross Blue Shield of Georgia
01.2006 - 03.2008
Benefits Analyst
Blue Cross Blue Shield of Georgia
05.1996 - 01.2006
Active Health & Life Insurance License – State of Georgia -
(ABA) - Business Administration
American Intercontinental University
Business Analysis Certification -
Colorado
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