Laurie Fahrenkrog
Summary
Results-oriented HR Analyst with a proven track record in Benefits Consulting and Administration. Adept at efficiently managing diverse priorities with a positive and adaptable approach. Committed to exceeding team goals through consistent and organized practices, showcasing the ability to thrive under pressure while enhancing the organizational brand. Eager to take on additional responsibilities to contribute to the success of the team.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Senior Health & Benefits Consulting Analyst
Mercer
Seattle, WA.
03.2022 - 03.2024
- Collaborated with Lead Consultants to execute Consulting and Project Management responsibilities for a diverse portfolio of thirty clients, varying in size from jumbo to small clients.
- Key contributions included preparation of initial monthly client tracking reports, handled consultant monthly billing, and organized client emails from vendors and various departments for renewal negotiations and ongoing issues.
- Proficiently interpret, prepare and review annual renewal documentation for final plan designs and rates. Ensure accuracy through the collection of written confirmations and meticulous verification of all annual documentation.
- Proactively coordinated and clarified outstanding questions, diligently following up on any missing documentation.
- Managed and organized client data using various software tools including Microsoft Excel, Word, One Note, Outlook, Smart Sheets, SharePoint, and proprietary internal systems.
Senior Client Delivery Analyst
Mercer
Urbandale, IA.
05.2014 - 01.2022
- Facilitated effective communication among employers, employees, clients, vendors and administrators. Identified trends for 165 clients spanning West, Central and East Market zones to promptly resolve any issues.
- Created, piloted, implemented, and supported training for offshore employees to transition responsibilities from my team to their team and enhance Client Delivery efficiencies.
- Maintained proactive oversight of onshore and offshore case management and data processing schedules to guarantee adherence to timelines; communicated any concerns regarding deadlines with project manager and client.
- Conducted thorough system configuration tests and analysis, aligning them with requirement documents during implementation and ongoing administration. Provided targeted recommendations to streamline workflow.
- Managed and organized client data using Microsoft Excel, Word, One Note, Outlook, Smart Sheets, SharePoint, Carrier systems and additional propitiatory internal tools.
- Served as Client Delivery subject matter expert, processing EOI (Evidence of Insurability), QMCSO (Qualified Medical Child Support Orders), and Life Claims submissions for clients.
- Collaborated with Employee Engagement Committee, Cross Departmental Collaboration Committee, and EOI (Evidence Of Insurability) Task Force Committee to optimize communication between departments and streamline operations.
- Voluntarily collaborated with team trainer and teammate to enhance Training and Procedures for Client Delivery Analysts in a Triple Play Project.
- Trained and mentored new Client Delivery Analysts, Client Delivery Specialists, and employees requesting job shadowing.
Patient Account Representative
The Iowa Clinic P.C.
West Des Moines, IA.
01.2013 - 05.2014
- Managed patient payments and addressed billing and payment inquiries.
- Maintained accurate patient insurance records by updating information and following up on claim re-submissions.
Senior Benefits Administration Processor
ADP - Automatic Data Processing
West Des Moines, IA.
07.2003 - 10.2012
- Managed client data and resolved issues by actively listening, conducting thorough research, and utilizing Microsoft Excel, Word, Outlook, SharePoint, as well as proprietary internal case management systems.
- Implemented effective administration and auditing processes for Medical, Dental, Vision insurance claims as well as EOI (Evidence of Insurability), Life claims, COBRA coverage, Leaves of Absence support. Oversaw carrier files for fifteen clients across different scales.
- Mentored and documented processes for both temporary and permanent employees, enhancing operations efficiency during the merging of business units.
Human Resource Associate
ADP - Automatic Data Processing
West Des Moines, IA.
05.1999 - 07.2003
- Facilitate resolution of benefit inquiries and eligibility concerns by providing primary support to employees, employers, providers, and insurance carriers.
- Exceeded client and company matrix requirements for Quality, Availability, Answer Speed by 2% and effectively managed escalated callers.
- Mentored and offered continuous support to twenty temporary associates during the 2003 and 2004 Open Enrollments.
- Contributed to the teams that developed the Quality Testing Database and World Class Customer Service Monitoring Program.
Customer Service Associate
CIGNA HealthCare
Clive, IA.
03.1995 - 05.1999
- Served as the main point of contact for benefit inquiries and eligibility concerns from employees, employers, carriers, and providers.
- Assisted in the training and development of newly hired employees.
- Consistently maintained a rating 3% above company benchmarks for quality, availability, and prompt resolution of customer queries and escalated concerns.
- Received Team Excel Award in November 1996 for exceeding client expectations and consistently achieving service agreements, along with maintaining a 100% quality rating for three consecutive months.
Education
Associate of Science - Liberal Arts And Sciences
Indian Hills Community College
Ottumwa, IA05-1984
Skills
- Client Management
- Complex Problem-Solving
- Teamwork and Collaboration
- Strong Organizational Skills
- Process Improvement
- Adaptability
- Attention to Detail
Certification
State of Iowa Insurance License Life, Accident and Health • Issued July 2022 • Expires March 2026
Timeline
Senior Health & Benefits Consulting Analyst
Mercer
03.2022 - 03.2024
Senior Client Delivery Analyst
Mercer
05.2014 - 01.2022
Patient Account Representative
The Iowa Clinic P.C.
01.2013 - 05.2014
Senior Benefits Administration Processor
ADP - Automatic Data Processing
07.2003 - 10.2012
Human Resource Associate
ADP - Automatic Data Processing
05.1999 - 07.2003
Customer Service Associate
CIGNA HealthCare
03.1995 - 05.1999
Associate of Science - Liberal Arts And Sciences
Indian Hills Community College