MANNIE WHITE
CIGNA
Sherman,USA
1
Language
21
years of professional experience
Experienced implementation and client operations professional with 20+ years of progressive experience in healthcare, health benefits, customer service, account support, and employer-group implementation. Proven ability to manage complex client onboarding activities, coordinate cross-functional teams, resolve escalated issues, validate data and benefit configurations, and support successful implementations from initial setup through go-live and post-implementation. Strong background in client and member support, benefits administration, process improvement, documentation, compliance, and operational execution. Known for building strong relationships, managing competing priorities, identifying risks, and delivering accurate, timely solutions in complex environments.
Work History
Implementation Senior Associate - 0500 National
1 Year- Managed corporate client onboarding and operational implementation activities for national market accounts.
- Coordinated implementation activities across multiple stakeholders, ensuring project milestones, deliverables, and timelines remained on track.
- Supported technical and operational setup for client accounts, including data requirements, product integration, reporting, and account configuration.
- Partnered with sales, product, technology, operations, and other cross-functional teams to resolve implementation issues and maintain project continuity.
- Monitored project requirements, dependencies, risks, and outstanding items to support successful and timely implementation.
- Assisted with data mapping, validation, and specialized reporting requirements to ensure accurate client setup and operational readiness.
- Communicated with internal and external stakeholders to clarify requirements, resolve discrepancies, and facilitate successful project execution.
- Identified potential implementation risks and escalated complex issues appropriately to minimize delays and support successful go-live.
- Maintained detailed project documentation, account information, status updates, and client communications within applicable systems.
- Supported regulatory and operational requirements while maintaining accuracy, confidentiality, and adherence to company standards.
Implementation Specialist - Regional Market
6 Years- Supported onboarding and implementation of small to mid-market employer group accounts from contract execution through go-live.
- Coordinated benefit plan builds, eligibility file setup, system configuration, and other implementation requirements to ensure accurate activation of coverage.
- Supported implementation of medical, dental, and pharmacy benefits by documenting client requirements and coordinating execution across internal teams.
- Collaborated with underwriting, account management, operations, and other internal stakeholders to resolve implementation issues and ensure smooth client transitions.
- Tracked implementation milestones, deliverables, deadlines, and outstanding requirements for assigned client accounts.
- Performed data validation and testing for eligibility, claims setup, and benefit configuration prior to account activation.
- Communicated with employer group representatives and brokers to gather required documentation and clarify benefit plan design details.
- Identified discrepancies and implementation risks and escalated issues appropriately to prevent delays in go-live timelines.
- Maintained accurate documentation of implementation activities, account configurations, requirements, and client communications within CRM and project tracking systems.
- Ensured compliance with HIPAA, company policies, implementation standards, and applicable operational requirements.
- Provided post-implementation support by addressing initial account issues, eligibility questions, and system access concerns.
- Contributed to process improvement initiatives by identifying recurring implementation challenges and recommending workflow improvements.
Account Team Service Coordinator
3 Years- Served as a primary operational link between employer clients, members, account management, and internal business partners.
- Supported employer groups and individual members with benefit design questions, coverage clarification, eligibility concerns, and escalated issues.
- Coordinated with claims, clinical teams, sales representatives, and other internal departments to facilitate timely resolution of complex issues.
- Supported day-to-day account operations, including account maintenance, configuration updates, routine inquiries, and data accuracy.
- Researched account and benefit issues and coordinated appropriate resolutions while maintaining confidentiality and service quality.
- Assisted account teams with operational requirements and client needs to support effective delivery of health benefit services.
- Maintained accurate account information and documentation while ensuring activities were completed according to established procedures and service expectations.
My Personal Champion
3 Years- Provided personalized, high-touch support to health plan members by guiding them through benefits, healthcare services, and coverage questions.
- Served as a trusted member advocate, helping individuals understand eligibility, deductibles, copayments, coinsurance, provider networks, and plan benefits.
- Researched and resolved complex issues involving claims, billing, authorizations, referrals, eligibility, and account discrepancies.
- Helped members navigate the healthcare system by locating in-network providers and providing guidance on accessing appropriate services.
- Investigated claim and service issues and collaborated with internal departments, providers, and external partners to facilitate timely resolution.
- Delivered empathetic, solution-focused service while actively listening to member concerns and de-escalating sensitive situations.
- Maintained detailed and accurate case notes, research findings, member interactions, and resolution steps within CRM and healthcare systems.
- Conducted proactive outreach and education to help members better understand and utilize their health plan benefits.
- Maintained compliance with HIPAA, company policies, quality standards, and confidentiality requirements.
- Managed complex and escalated cases through effective cross-functional coordination and follow-up.
- Supported members through enrollment changes, plan transitions, benefit updates, and other changes affecting healthcare coverage.
- Provided leadership with feedback regarding recurring member concerns and process opportunities to improve service delivery and customer experience.
Customer Service Representative
8 Years- Provided professional and compassionate customer service to health insurance members, employers, providers, and other stakeholders through high-volume phone and digital interactions.
- Educated members on health plan benefits, eligibility, deductibles, copayments, coinsurance, coverage limitations, and provider network requirements.
- Researched and resolved inquiries involving claims, billing, benefits, authorizations, referrals, eligibility, and account information.
- Reviewed member accounts and insurance documentation to identify discrepancies and determine appropriate resolutions.
- Assisted members with locating in-network providers and understanding plan coverage and healthcare services.
- Investigated claim issues and coordinated with internal departments, providers, and business partners to facilitate timely resolution.
- Accurately documented customer interactions, research, resolutions, and follow-up activities within CRM and healthcare systems.
- De-escalated challenging customer situations through active listening, empathy, clear communication, and solution-focused service.
- Maintained compliance with company policies, healthcare privacy requirements, quality standards, and established service expectations.
- Consistently worked toward key performance objectives including customer satisfaction, quality, productivity, attendance, and first-call resolution.
- Identified recurring customer issues and provided feedback to leadership to support process improvements and enhanced customer education.
- Supported members through coverage, enrollment, benefit, and healthcare plan changes while providing accurate and timely information.
- Collaborated with cross-functional teams to resolve complex issues and deliver a seamless member experience.
Education
High School Diploma
Skills
Client implementation & onboarding
Project & milestone coordination
Benefit configuration
Eligibility setup
Data validation & testing
Account configuration
Go-live support
Client readiness
Employer group benefits
Claims & billing resolution
Issue resolution & escalation
Client communication
HIPAA & confidential information
Benefits administration
Accomplishments
Accomplishments at Cigna Healthcare
- Consistently delivered high-quality work while meeting or exceeding productivity, accuracy, and performance expectations.
- Successfully managed healthcare-related processes and customer/member needs while maintaining a strong focus on accuracy, compliance, and service excellence.
- Demonstrated strong attention to detail when reviewing and processing complex healthcare information, helping minimize errors and improve overall efficiency.
- Collaborated effectively with team members, leadership, and cross-functional partners to resolve issues and ensure timely completion of work.
- Adapted quickly to changing processes, systems, policies, and business requirements within a fast-paced healthcare environment.
- Contributed to process improvements by identifying workflow challenges and recommending practical solutions to increase efficiency and reduce rework.
- Maintained professionalism and confidentiality when handling sensitive member, provider, and healthcare information.
- Consistently demonstrated dependability, accountability, and a commitment to delivering positive outcomes for members and the organization.
- Supported team goals by assisting colleagues, sharing knowledge, and contributing to a collaborative and productive work environment.
- Developed strong knowledge of healthcare operations, Cigna policies and procedures, and systems used to support members and business processes.
Languages
English
Timeline
Implementation Senior Associate - 0500 National
CIGNA
01.2024 - 01.2025Read More
Implementation Specialist - Regional Market
CIGNA
01.2018 - 01.2024Read More
Account Team Service Coordinator
CIGNA
01.2015 - 01.2018Read More
My Personal Champion
CIGNA
01.2012 - 01.2015Read More
Customer Service Representative
CIGNA
01.2004 - 01.2012Read More
Bonham High
High School Diploma
Read More