MARGARET SMITH

Responsible for leading a group of departmental personnel; including coaching, development, trend analysis, and team goal creation.

• Manage day-to-day business area activities; provide leadership and direction to team and set team goals and expectations.
• Act as a technical resource for team; provide assistance on system issues, work processes and procedures.
• Train team members to ensure less experienced employees are able to respond professionally, courteously, quickly and accurately to all inquiries from internal and external customers.
• Provide coaching and development feedback to team.
• Work with other departmental teams to review and set performance goals and track performance against these goals.
• Identify trends, determine root causes, and initiate appropriate action to resolve issues.
• Conduct random audits of team's work. Review audit results with employees and create performance improvement plans as necessary.
• Develop short and long-term service objectives and methods, implement these methods when approved.
• Respond quickly and accurately to escalated issues from clients and customers.
• Review customer needs and delivery commitments and review with team members.
• Represent the department on corporate projects.

Responsible for growing and managing individual block of business and implementing new group clients.

• Sell individual medical, ancillary and Medicare products using a consultative approach
• Assist current individual clients with renewals, claims issues and billing issues
• Create medical benefit analysis for new and current group clients
• Work with partnering agents and clients to gather required paperwork to enroll groups new and existing
• Work with insurance companies to ensure all documents and requirements of enrollment have been satisfied
• Manage individual and group client filing system by creating and implementing paperless filing process
• Research and facilitate office training of carrier changes and ACA rules and regulations
• Review and complete audits of data management system
• Manage office compliance and implement office processes and procedures

Responsible for pre-sale, pre-renewal and post-sale, post-renewal activities of large group accounts (51-999 lives).

• Obtain, analyze, enter and process requests for new business and renewal quotes
• Track and maintain sales activity in data management system
• Coordinate implementation and transition meetings of large group accounts
• Communicate key implementation information to all respective plan departments and staff
• Identify and evaluate trends as a result of audit functions in an effort to determine a resolution
• Ensure successful transition of new groups to account management team
• Verify non-standard accounts are loaded correctly, validate eligibility is accurate within multiple systems
• Conduct enrollment and benefit meetings for new and existing accounts as needed

Responsible for coordinating new account submissions through analysis of information provided.

• Respond promptly and accurately to broker inquiries
• Provide expertise on products, concepts and proposals
• Screen for risks using underwriting guidelines, interpret results and analyze data
• Monitor pipeline of assigned brokers to assist with effectively moving business through the sales process
• Aid sales reps in meeting goals and the close of $5 million (premium for 2007) of ancillary business
• Maintain high level of accuracy (approximate average score of new case submissions was 99.9%)
• Responsible for increased level of “clean case submissions” to effectively move the Charlotte sales office to top ranked office in region

Responsible for managing office and providing service to prospective and current individual and group clients.

• Create benefit comparison spreadsheets
• Resolve claim issues with carriers for existing clients
• Prepare presentations for group prospects
• Maintain client and carrier files
• Draft verbiage for company website

Responsible for answering calls and booking appointments for multi-business office suite.

Responsible for filling prescriptions, filing prescriptions, and conducting periodic inventory audits.