Renee Luna
Atlanta,GA
Summary
Healthcare Account Management professional with 15+ years of experience driving revenue growth, client satisfaction, and retention across Fully Insured, ASO, and Self-Insured plans. Proven record of exceeding sales goals, strengthening broker and consultant relationships, and resolving complex client challenges. Recognized for delivering strategic solutions, optimizing account performance, and contributing to organizational success. Currently seeking opportunities in the Metro Atlanta area and open to onsite, hybrid, or remote roles.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Account Consultant III – TPA Operations
CareFirst Blue Cross Blue Shield
04.2017 - Current
- Manage a diverse portfolio of self-insured clients, consistently achieving high client retention.
- Exceed sales and renewal targets by identifying cross-sell and upsell opportunities to expand client relationships.
- Partner with brokers, consultants, and analysts to develop customized cost-containment and engagement strategies.
- Deliver executive-level presentations to influence decision-making and secure long-term contracts.
- Negotiate renewals to protect profitability while maintaining client satisfaction.
- Resolve escalated client issues by applying consultative problem-solving, strengthening relationships and trust.
- Effectively leverage Salesforce CRM to track opportunities, pipeline, and client interactions for improved sales execution.
Account Manager II
CareFirst Blue Cross Blue Shield
10.2013 - 03.2017
- Served as lead advisor for high-volume clients (1,000+ employees), ensuring retention through proactive relationship management.
- Designed and executed account plans that improved client satisfaction and engagement.
- Coordinated open enrollment campaigns that boosted employee participation and benefit utilization.
- Delivered presentations and reporting to C-suite and HR leaders, demonstrating ROI and cost trend management.
- Partnered with underwriting to deliver competitive renewals and protect at-risk business.
- Supported nationwide accounts with extensive travel (50–75%), ensuring high-touch client service and engagement.
Account Liaison – TPA Operations
CareFirst Blue Cross Blue Shield
02.2011 - 10.2013
- Managed and resolved escalated claims, ensuring timely resolution and client satisfaction.
- Acted as liaison with Plan-to-Plan BCBS carriers to streamline claim resolution and reduce turnaround times.
- Proactively analyzed claims data to identify cost drivers and recommend interventions.
- Supported client meetings and health fairs, strengthening relationships through education and engagement.
Customer Service – TPA Operations
CareFirst Blue Cross Blue Shield
03.2008 - 02.2011
- Handled high-volume inbound calls with strong first-call resolution, consistently exceeding SLAs.
- Provided accurate benefit and claims information to members and providers, improving satisfaction.
- Recognized as a top performer in customer satisfaction scores across the service team.
- Contributed to training new hires and mentoring team members to improve performance and efficiency.
Education
Telecommunications
Morgan State University
Baltimore, MDSkills
- Account Management & Client Retention
- Strategic Sales & Growth Initiatives
- Broker & Consultant Relations
- Customer Service Excellence
- Claims & Benefits Resolution
- Salesforce / CRM Tools
- Project & Process Management
- Executive Presentations & Negotiation
- Industry expertise
- Upselling strategies
- Data-driven decision making
Affiliations
Alpha Kappa Alpha Sorority, Inc.
Certification
- Health & Life Insurance License – MD/DC/VA
- GBDS – Group Benefit Disability Specialist
Timeline
Account Consultant III – TPA Operations
CareFirst Blue Cross Blue Shield
04.2017 - Current
Account Manager II
CareFirst Blue Cross Blue Shield
10.2013 - 03.2017
Account Liaison – TPA Operations
CareFirst Blue Cross Blue Shield
02.2011 - 10.2013
Customer Service – TPA Operations
CareFirst Blue Cross Blue Shield
03.2008 - 02.2011
Telecommunications
Morgan State University
Awards
2024 Sales Rep of the Year, 2024 Blue Diamond Top Sales Qualifier, 2019 Sales Blue Diamond Award Winner, 2014 Sales Service Rep of the Year
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