Regin Roberto Guiang

• Oversaw daily operations of New Business Review, ensuring maximum productivity and adherence to company policies.
• Defined clear targets and objectives and communicated to team members by doing monthly FGD.
• Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
• Analyzed and reported performance data, translating findings into practical improvement actions.
• Establish credibility with clients to enhance client outcomes.
• Evaluate and analyze client satisfaction metrics/data (e.g., VOC, Quality, Efficiency, Cycle time/Service Ready TAT) to identify opportunities for improving client outcomes and take appropriate action.
• Enhanced supervisory and leadership abilities by working closely with Assistant Manager Apprentice.
• Communicated clearly with team members and support team to keep everyone on same page and working toward established business goals.
• Recruited, interviewed and hired employees for open enrollment.

• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Increased employee performance and job satisfaction to strengthen retention and engagement.
• Established team priorities, maintained schedules and monitored performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
• Promoted teamwork within the workplace by encouraging collaboration among team members on various tasks.

•  Inform internal and/or external customers regarding enrollment-related policies, procedures, and regulations (e.g., HIPAA; PHI; health-care reform)
•  Review eligibility guidelines and enrollment criteria with customers to ensure compliance and understanding.
•  Create and/or send correspondence (e.g., Certificate of Coverage; COBRA notifications; billing fulfillment information; student status) to external customers (e.g., members; groups)
•  Create and/or submit standard or ad hoc reports/information (e.g., census counts; eligibility headcounts) to respond to internal and/or external customers' requests.
•  Collaborate with internal partners to request and/or create reports/research for internal and/or external customers-Facilitate/lead/participate in meetings with customers and/or internal account management teams (e.g., National/Key/Small Business Accounts; Optum; Implementation; New Business; Cards) to identify and/or review on.
•  Going eligibility issues, new business opportunities, or open enrollment-Handle escalated enrollment/eligibility issues as needed (e.g., engage proper resources)
•  Identify performance gaps and/or implement improvements to enrollment/eligibility processes-Work with cross-functional business partners/departments to ensure readiness for open/annual enrollments-Develop and/or apply non-standard solutions to handle unique/challenging enrollment/eligibility issues (e.g., system limitations)

• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Developed effective improvement plans in alignment with goals and specifications.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Implemented employee recognition programs that boosted morale and increased retention rates within the team.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.