Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Pencila Feemster

Pencila Feemster

Windsor Mill

Summary

Dynamic Employee Benefits Account Manager with extensive experience at PSA Financial Services, excelling in benefits administration and regulatory compliance. Proven track record in enhancing employee satisfaction through data analysis and effective communication. Skilled in vendor management and open enrollment coordination, driving successful outcomes and fostering strong client relationships.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Employee Benefits Account Manager

PSA Financial Services/HILB Group
Hunt Valley
09.2019 - Current
  • Prepared reports on benefit plan performance and utilization for management review.
  • Provided technical advice to internal departments regarding the interpretation of employee benefits policies and regulations.
  • Managed vendor relationships related to employee benefits administration activities.
  • Developed and implemented employee benefit plans that meet the needs of both employers and employees.
  • Developed communication materials such as brochures or newsletters about changes in company's benefit offerings.
  • Ensured compliance with relevant laws governing employer-sponsored health care plans by staying abreast of federal regulations.
  • Analyzed data collected from surveys on employee satisfaction levels with existing benefit packages.
  • Identified areas where improvements could be made to enhance the efficiency of processes related to administering employee benefits.
  • Coordinated annual open enrollment periods for all benefit plans.
  • Assisted with the preparation of cost analyses for new or revised benefits programs.
  • Monitored trends in employee benefits to ensure competitive programs are offered.
  • Researched and evaluated current benefit plans, including medical, dental, vision, disability and life insurance plans.
  • Responded promptly to inquiries from employees regarding their benefits packages.
  • Conducted meetings with employees to explain benefit options, eligibility requirements and enrollment procedures.
  • Conducted randomized feedback surveys.
  • Analyzed employment-related data and prepared reports.
  • Delegated work to staff, setting priorities and goals.

Small Group Renewal Consultant/Account Manager

AMWINS Group Benefit Services Hunt
Valley
06.2013 - Current
  • Prepares and negotiates renewal increases; including analysis of account activity, recommendations for upgrades, changes in services, prepares documentation to review with client and or broker.
  • Serves as the primary contact to the broker/client and meets regularly to review account activity, medical or participation information regarding a member.
  • Oversees the preparation of account reports, quality assurance, special requests, service issues and complaint resolution.
  • Communicates problems and training needs to the Vice President of Sales & Marketing.
  • Provides expert input to the Sales and Marketing staff on benefits, program structure, guarantees, member communications and other issues related to program delivery and reporting.
  • Accompanies the Sales and Marketing staff to finalist meetings with prospects to advise and capture the program requirements; participate in sales support of new customers not limited to conducting Open Enrollment Meetings.

Small Group Account Manager

HealthAmerica/A Coventry Company
Harrisburg
02.2009 - 04.2013
  • Prepares and negotiates renewal increases; including analysis of account activity, recommendations for upgrades, changes in services, prepares documentation to review with Underwriting/Management.
  • Serves as the primary contact to the broker/client and meets regularly to review account activity, medical or participation information regarding a member.
  • Oversees the preparation of account reports, quality assurance, special requests, service issues and complaint resolution.
  • Communicates problems and training needs to the Vice President of Sales & Marketing.
  • Responsible for investigating and resolving issues raised by internal staff and by clients, assessing the need for changes to procedures or policies and following the same to completion.
  • Provides expert input to the Sales and Marketing staff on benefits, program structure, guarantees, member communications and other issues related to program delivery and reporting.
  • Accompanies the Sales and Marketing staff to finalist meetings with prospects to advise and capture the program requirements; participate in sales support of new customers not limited to conducting Open Enrollment Meetings.
  • Responsible for directing the termination process for an account to include the collection of outstanding receivables, confidential transfer of member records and collection of any proprietary materials/property that belongs to HealthAmerica/Coventry.

Client Manager

CoreSource, Inc
WhiteMarsh
06.2006 - 12.2008
  • Manage new client implementation process by working collaboratively with other CoreSource functions, adhering to project plans and timetable and providing consulting to ensure a smooth and seamless transition.
  • Grow persistency rate one percent each year for the next three years.
  • Cold calling for new prospects.
  • Direct Sales.
  • Builds strong client relationships in order to understand concerns and issues and provides products and services, which meet the client needs.
  • Addresses day to day issues, resolves problems and maintains personal contact with clients through phone calls, visits, or entertaining.
  • Provide high level of customer service to all constituents by working proactively across departments to meet client deliverables as well as providing timely and equitable issue resolution.
  • Reviews plan designs, suggests appropriate changes and proposes add-on products and services.
  • Analyzes monthly reports, proactively addresses issues, communications finding and suggestions to client and Senior Management.
  • Provides market, industry and regulatory updates and trends for clients; reviews benefit plans; provides context for clients benefit plan buying process.
  • Provides balance sheet for CoreSource clients quantifying the value of their cost saving as well as customer satisfaction.
  • Provides 24 hour customer call turnaround time for all clients calls for increased customer satisfaction and renewal increase.
  • Maintains corporate statistics and other metrics as well as complete special projects as assigned.

Strategic Account Executive

MAMSI/United Healthcare
Elkridge
01.1999 - 06.2006
  • Renewing fully insured/self-funded business.
  • Installing new accounts and managing day-to-day set up issues.
  • Up-selling ancillary lines and any additional products.
  • Participating in consultations to update clients/Union contracts and suggest options for renewals, etc.
  • Assisting with escalated issues.
  • Coordinating with underwriting to develop and negotiate rates.
  • Analyzing claims data in order to suggest ancillary or product changes.
  • Participating in finalists presentations.
  • Maintaining an assigned book of business.
  • Building and sustaining positive relationships with brokers and/or customers.
  • Providing expected turnaround times for issue resolution to the broker/customer.
  • Mentoring new hires and Associate Service Managers.
  • Assuming leadership roles in projects focused on improving processes, tools, and training.
  • Participating in outcomes measurement and reporting.
  • Coordinating and influencing superior customer service delivery by building and maintaining strong inter-company relationships.
  • Conducting extensive reporting involving claims and clinical data.
  • Event organizer for the 2004 and 2003 American Heart Association sponsorship.
  • Event organizer for 2003 charity drive for Children's Home.
  • 2003, 2002, 2001 Pro Club Sales Award.

Large Accounts Representative

The Mather Companies/Benefit Mall
Cockeysville
01.1997 - 06.1999
  • Responsible for 60+ accounts ranging from 50-500 lives; administering numerous product lines including section 125, minimum premium and self funded plans.
  • Renewing fully insured/self-funded business.

Broker Communications Liaison

Blue Cross/Blue Shield
Owings Mills
01.1995 - 01.1997
  • Responsible for servicing existing business, researching and resolving issues relating to claims, billing and enrollment.
  • Work closely with Account Manager/Account Executive to ensure client receives superior customer service.
  • Address and resolve service issues identified by broker and client.
  • Coordinate enrollment of new and existing groups including conducting enrollment meetings, ordering second sale packets and scrubbing enrollment forms.
  • Multi-site coordination on assigned accounts.
  • Complete paperwork to install new groups and renew existing groups.
  • Complete input into sales tracking system for new groups and renewal of existing groups.
  • Provides pro-active service to clients/brokers.
  • Participates in special projects as requested by management.

Education

Baltimore Community College
Owings Mills, MD
01.1997

Strayer University

Dale Carnegie Training -

Dale Carnegie Training for Sales & Account Management

Leadership Development Training -

Strategic Transformations

Skills

  • Benefits administration
  • Regulatory compliance
  • Data analysis
  • Vendor management
  • Employee communication
  • Open enrollment coordination

Certification

Health & Life License

Accomplishments

  • Event organizer for the 2004 and 2003 American Heart Association sponsorship
  • Event organizer for 2003 charity drive for Children's Home
  • 2003, 2002, 2001 Pro Club Sales Award

Timeline

Employee Benefits Account Manager

PSA Financial Services/HILB Group
09.2019 - Current

Small Group Renewal Consultant/Account Manager

AMWINS Group Benefit Services Hunt
06.2013 - Current

Small Group Account Manager

HealthAmerica/A Coventry Company
02.2009 - 04.2013

Client Manager

CoreSource, Inc
06.2006 - 12.2008

Strategic Account Executive

MAMSI/United Healthcare
01.1999 - 06.2006

Large Accounts Representative

The Mather Companies/Benefit Mall
01.1997 - 06.1999

Broker Communications Liaison

Blue Cross/Blue Shield
01.1995 - 01.1997

Baltimore Community College

Strayer University

Dale Carnegie Training -

Dale Carnegie Training for Sales & Account Management

Leadership Development Training -

Strategic Transformations

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