Lyndsay Paparo

• Manage an existing book of national client business >$1M in revenue to the branch; prospect new business opportunities to fulfill an identified annual sales goal
• Responsible for strategic oversight of student health insurance program. Manage the annual policy renewal process, identify opportunities for new ancillary product implementation, ensure satisfaction and success with Gallagher enrollment management services
• Lead on site client facing meetings with key constituents at the account including pre renewal strategy meetings, renewal meetings, quarterly claims report, benchmark data reports, weekly check in meetings, health fairs, and additional meetings as requested. Achieve consensus amongst various departments to drive decisions.
• Manage client RFP processes, including drafting RFP language documents, managing vendor requirements and timelines, summarizing vendor response data and creating vendor evaluation tools
• Work collaboratively with the client and Gallagher's marketing team to develop marketing campaigns including customized email communications, social media campaigns, client specific materials, member materials, and marketing presentations
• Work closely with vendor management and vendors to ensure services meet and exceed company and member expectations

• Work closely with the Vice President of Sales to initiate annual account renewal process with carrier/claims companies, negotiate favorable renewal indications, and present findings to the account
• Represent Gallagher Student Health & Special Risk on implementation teams and project workgroups to provide input to help formulate strategies for improvements and enhancements to the overall business operation
• Serve as point of contact for identified group of accounts, including client inquiries and follow up
• Work closely with vendor management and vendors to ensure services meet and exceed company and member expectations
• Support sales team across entire division as needed with account support, new business opportunities, and general administrative needs

• Manage the experience of CDH offerings and implement strategy decisions and business plans to support planned offering growth
• Develop and manage cross-functional teams of operations subject matter experts
• Ensure corporate-wide understanding of and support for CDH financial account products through the internal CDH roundtable, communication plans, and product specific initiatives
• Work with marketing to review and maintain product related marketing assets and training material

• Assist brokers and accounts in the Merged Market with the annual renewal process, while reviewing and identifying cross sale and coverage expansion opportunities
• Use strong consultative, solutions based sales skills, to consistently deliver a positive BCBSMA brand experience when working with brokers, and following up with existing and new accounts, to effectively achieve monthly and annual sales targets
• Fosters and maintains positive and productive relationships with broker distribution channel and their support staff
• Acts as a trusted advisor on all relevant issues including new products, processes and Health Care Reform

• Manage client-facing account services projects while maintaining a high level of client satisfaction including independently developing, managing, and owning overall project plan and timelines for key deliverables (over $6 million in managed client revenue)
• Identify cross-sell/up-sell opportunities for athenaHealth products and services and work with sales support to track operations and help facilitate and guide the sales process
• Work with the Vice Presidents and Directors in Client Operations, Sales, Consulting, Professional Services, Customer Services, Operations & Product Development, Process Innovation, and Custom Reporting to engage key stakeholders inside athenaHealth to deliver client satisfaction with athenaHealth products and services
• Demonstrate professional experience by solving complex business challenges with an ability to form successful and sustained relationships with C-level clients, reflected through high client satisfaction scores

▪ Responsible for servicing and training brokers on the Medicare Supplement plans offered by Harvard Pilgrim, including the benefits, eligibility, and guidelines for the products
▪ Work with multiple internal departments to ensure a smooth enrollment process for both the broker and
the client, including Enrollment Services, Member Services, Accounts Receivable, and Premium Cash
▪ Provide excellent Customer Service to the Broker community by resolving member issues with consistent follow through
▪ Support Sales Executives by providing back up coverage for Health Fairs, office hours, and prospective walk in clients

▪ Responsible for servicing and training brokers on the Medicare Supplement plans offered by Harvard Pilgrim, including the benefits, eligibility, and guidelines for the products
▪ Work with multiple internal departments to ensure a smooth enrollment process for both the broker and
the client, including Enrollment Services, Member Services, Accounts Receivable, and Premium Cash
▪ Provide excellent Customer Service to the Broker community by resolving member issues with consistent follow through
▪ Support Sales Executives by providing back up coverage for Health Fairs, office hours, and prospective walk in clients

▪ Medicare subject matter expert: dedicated to Medicare Enhance and Medicare Supplement products, explaining and answering questions regarding these plans to both members and prospective members
▪ Provides an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty
▪ Handles customer inquiries regarding benefits, claims, eligibility premium billing and invoices, resulting in strong customer satisfaction
▪ Skilled in deescalating angry customers by taking ownership of the problem and finding a resolution
▪ Commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and
dependability in performance evaluations