Summary
Overview
Work History
Education
Skills
Certification
Technical Skills
References
Timeline
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Miranda Melvin

Miranda Melvin

Ringgold,GA

Summary

Dynamic Client Account Support Manager at Cigna Healthcare with a proven track record in project management and client relationship management. Successfully led a team of 20, enhancing customer experiences for over 3,300 accounts. Recognized for performance coaching and risk management, driving significant improvements in implementation efficiency and team collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Client Account Support Manager

Cigna Healthcare
Chattanooga, Tennessee
04.2022 - Current
  • Led a team of 20 Implementation Managers in the NY/NJ market, ensuring quality experiences for over 3,300 accounts.
  • Collaborated with sales leadership to meet or exceed client expectations on deliverables.
  • Enhanced end-to-end customer experience by aligning team efforts with regional objectives.
  • I worked directly with sales leadership on new account prospects and risks.
  • Actively participated in weekly meetings with stakeholders to discuss progress updates.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Inventory management
  • Planned and led weekly leadership meetings to review business results and communicate new and ongoing priorities.
  • I traveled for client and broker events, one-on-one planning sessions with sales and underwriting, and led one-on-one postmortem meetings.
  • Organize and coordinate hiring activities for the segment.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Senior Implementation Manager

Cigna Healthcare
Chattanooga, Tennessee
12.2017 - 03.2022
  • Managed client relationships for a complex book of business to include 150 dual-platform accounts, including Consumerism, Medical, Dental, and Vision.
  • Partnered directly with Sales, Clients, and Brokers to implement new and renewing business.
  • Project Management- owned end to end implementation process.
  • Managed timelines and deliverables to ensure project milestones were met efficiently, and ensured timely access to care.
  • Identified risks, or potential delays, with implementations.
  • Led initial implementation meetings as well as weekly touchpoints.
  • Established clear communication channels between internal teams, vendors, and external customers.
  • Ensured all tasks were completed according to specifications and standards.
  • Recognized for HIGH 5 surveys as well as consistent positive feedback from sales, brokers and clients.
  • Team lead: assisted manager with huddles, Book of Business distribution & strategy, sensitive client relationships, complex product builds, and mentoring teammates.

Select Implementation Lead

Cigna Healthcare
Chattanooga, Tennessee
10.2015 - 11.2017
  • Project/Implementation Manager for the U500 Florida Market.
  • Managed end to end implementation process for small, low complex book of business.
  • Create and maintain all client resource documents, including implementation guides.
  • Implemented risk management strategies to mitigate project-related challenges efficiently.
  • I traveled for finalist meetings and 1/1 planning sessions.
  • Coordinated cross-functional teams to align project goals and timelines effectively.
  • Facilitated regular meetings to discuss progress, address challenges, and share updates.
  • Managed multiple projects with competing deadlines simultaneously.
  • Built and established strong partnerships with teams, vendors and contractors.

Senior Eligibility Analyst

Cigna Healthcare
Chattanooga, Tennessee
08.2014 - 09.2015
  • : Managed book of business comprising 100 client accounts.
  • : Coordinated with clients and vendors for EDI file feed installations.
  • : Oversaw weekly uploads, maintenance, and error reporting.
  • : Conducted accuracy reviews for client eligibility data.
  • : Led weekly meetings focused on eligibility assessment.
  • : Collaborated with Implementation Managers on new business setups and renewals.

Revenue Accounting Manager

Cigna Healthcare
Chattanooga, Tennessee
07.2013 - 08.2014
  • Managed revenue for 250 accounts to achieve key financial results.
  • Collaborated with cross-functional teams to resolve revenue discrepancies effectively.
  • Allocated monthly premiums to ensure accurate financial reporting.
  • Reviewed customer invoices thoroughly for accuracy and completeness before distribution.
  • Coordinated with external auditors, providing necessary documents promptly during annual audits.

Education

A. A. S - Business Administration And Management

Dalton State College
Dalton, GA
12-2011

Skills

  • Project management
  • Client relationship management
  • Implementation strategies
  • Performance coaching
  • Risk management
  • Cross-functional collaboration
  • Verbal and written communication
  • Documentation and reporting
  • Team leadership and development
  • Analytical skills
  • Conflict resolution
  • Data-driven decision making

Certification

  • Project Management- Cornell University College of Engineering 2024

Technical Skills

  • Salesforce
  • Tableau
  • Adobe
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • PowerPoint

References

References available upon request.

Timeline

Client Account Support Manager

Cigna Healthcare
04.2022 - Current

Senior Implementation Manager

Cigna Healthcare
12.2017 - 03.2022

Select Implementation Lead

Cigna Healthcare
10.2015 - 11.2017

Senior Eligibility Analyst

Cigna Healthcare
08.2014 - 09.2015

Revenue Accounting Manager

Cigna Healthcare
07.2013 - 08.2014

A. A. S - Business Administration And Management

Dalton State College

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