Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kristen Martin

Hillsboro,MO

Summary

Small Business Employee Health & Benefits Account Manager at Marsh McLennan Agency with a proven track record in enhancing client satisfaction and retention. Expert in strategic planning and relationship building, I successfully streamlined processes, resulting in improved efficiency and increased client loyalty. Adept at analyzing market data to deliver tailored insurance solutions that align with client objectives.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Account Manager - Employee Health & Benefits

Marsh McLennan Agency
02.2022 - Current
  • Developed and maintained strong client relationships to enhance customer satisfaction and retention.
  • Coordinated account management strategies to align with client goals and business objectives.
  • Analyzed industry trends to provide clients with tailored insurance solutions and risk management advice.
  • Collaborated with internal teams to ensure timely delivery of services and support for client needs.
  • Conducted regular reviews of client accounts to identify opportunities for growth and improvement.
  • Implemented process improvements that streamlined workflows and enhanced overall efficiency within the team.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed employee benefits enrollment and communication processes for diverse client portfolios.
  • Collaborated with insurance carriers to ensure accurate benefits administration and compliance.
  • Developed training materials for clients on benefits offerings and changes in regulations.
  • Provided expert guidance on benefit options, ensuring alignment with client needs and objectives.
  • Streamlined claims processing procedures, improving response times for client inquiries.
  • Mentored junior team members in best practices for account management and client relations.
  • Analyzed market data to provide insightful recommendations on plan design changes that met client needs while remaining competitive within the industry.
  • Proactively identified areas where additional support could enhance client satisfaction, leading to increased retention rates.
  • Streamlined the renewal process for employee benefits, making it more efficient and effective for both clients and carriers.
  • Organized regular training sessions for staff members on topics related to employee benefits management, keeping the team up-to-date with industry developments.
  • Enhanced client satisfaction by addressing and resolving employee benefits issues promptly and professionally.
  • Provided exceptional service through responsiveness and thorough follow-up on outstanding items related to account management activities.
  • Conducted regular account reviews to evaluate the effectiveness of benefit plans and recommend improvements.
  • Collaborated with internal departments, such as underwriting or finance, to ensure seamless delivery of employee benefits services to clients.
  • Coordinated open enrollment meetings for clients, ensuring employees were well-informed about their benefit options.
  • Managed account implementation processes, ensuring a smooth transition for new clients.
  • Worked closely with carriers to resolve claims disputes or billing issues on behalf of clients in a timely manner.
  • Developed strong relationships with clients by providing consistent communication and support.
  • Maintained accurate records of client interactions using CRM software, improving efficiency in managing accounts.
  • Assessed client requirements and developed targeted benefits solutions.
  • Educated new hires about different benefit plans.
  • Directed and controlled Life & Disability, medical, dental, and vision benefit packages.
  • Expedited benefit delivery by establishing working relationships with benefit providers.

Medical Assistant - Orthopedics

Agility Orthopaedics
07.2016 - 02.2022
  • Administered patient assessments and vital sign measurements to ensure accurate medical evaluations.
  • Assisted healthcare providers with examinations, procedures, and patient care tasks to enhance operational efficiency.
  • Managed electronic health records, ensuring data accuracy and confidentiality in compliance with regulations.
  • Educated patients on treatment plans and medication usage to promote understanding and adherence.
  • Coordinated appointment scheduling and follow-up communications to optimize patient flow and satisfaction.
  • Maintained inventory of medical supplies, streamlining procurement processes to reduce costs.
  • Implemented infection control protocols, contributing to improved safety standards within the practice.
  • Mentored junior staff on best practices for patient interaction and clinical procedures to enhance team performance.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
  • Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
  • Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
  • Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
  • Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
  • Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
  • Streamlined patient check-in process, reducing administrative burden for medical staff.
  • Enhanced team communication by organizing regular staff meetings and sharing updates on patient care protocols.
  • Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.

Patient Care Coordinator

MidCounty Orthopedics - Signature Medical Group
06.2014 - 07.2016
  • Coordinated patient appointments and managed scheduling to optimize clinic workflow.
  • Developed and maintained comprehensive patient records using electronic health record systems.
  • Facilitated communication between patients and healthcare providers to enhance service delivery.
  • Implemented patient follow-up procedures, improving care continuity and satisfaction rates.
  • Led quality assurance initiatives, resulting in streamlined operations and reduced wait times.
  • Analyzed patient feedback to identify areas for improvement in service delivery processes.
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Delivered excellent patient experiences and direct care.
  • Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
  • Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
  • Improved patient care outcomes with meticulous follow-up on treatment plans and medications.
  • Facilitated communication between patients and healthcare teams, ensuring clarity and understanding of treatment options.
  • Established partnerships with local healthcare providers, expanding options and resources for patient referrals.
  • Coordinated discharge planning, ensuring smooth transitions to home care or rehabilitation facilities.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Delivered support to medical staff in completion of patient paperwork.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Resolved customer complaints using established follow-up procedures.
  • Taught patients and families to use at-home medical equipment.

Education

Associate of Science - Medical Assistant, Coding/Billing Specialist/Admin

Performance Training Institute
Toms River, NJ
12-2012

High School Diploma -

Northwest High School
Cedar Hill, MO
06-2009

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations
  • Client relationship management
  • Customer satisfaction
  • Relationship building
  • Strategic planning
  • Goal oriented
  • Account oversight
  • Marketing
  • Account servicing

Certification

  • RMA - Registered Medical Assistant
  • Licensed Insurance Producer - Life, Accident, Health/Sickness
  • Concussion and CPR Certified
  • Mental Health First Aid Certified
  • First Aid Certified
  • Safe Sport Certified

Timeline

Account Manager - Employee Health & Benefits

Marsh McLennan Agency
02.2022 - Current

Medical Assistant - Orthopedics

Agility Orthopaedics
07.2016 - 02.2022

Patient Care Coordinator

MidCounty Orthopedics - Signature Medical Group
06.2014 - 07.2016

Associate of Science - Medical Assistant, Coding/Billing Specialist/Admin

Performance Training Institute

High School Diploma -

Northwest High School

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