Open To Work
Ryan K. Jones
Tampa,FL
Work Preference
Summary
Detail-oriented Service Account Manager with proven expertise in client management and problem resolution. Skilled in insurance knowledge and effective communication, consistently delivering timely solutions to enhance customer satisfaction.
Overview
17
17
years of professional experience
Work History
Service Account Manager Associate
UnitedHealthcare
Oldsmar, Florida
05.2021 - 02.2026
- Resolved client inquiries via email, ensuring prompt and effective solutions for insurance questions.
- Facilitated discussions with customers on insurance plans and services, ensuring clarity and understanding.
- Delivered technical support to address customer inquiries, enhancing overall assistance quality.
- Assisted clients with group billing premium queries, providing accurate information and guidance.
- Enrolled members into insurance plans, guaranteeing comprehensive coverage options.
- Managed 20-30 accounts daily, maintaining consistent turnaround times for timely service delivery.
- Addressed customer concerns and questions to maintain high satisfaction levels.
- Delivered timely solutions for state-specific insurance inquiries, enhancing customer experience.
Resolution Specialist
UnitedHealthcare
Oldsmar, Florida
02.2016 - 05.2021
- Resolved member inquiries through effective communication and problem-solving techniques.
- Resolved escalated enrollment and billing issues for internal and external clients, ensuring swift resolutions.
- Coordinated urgent member enrollments onto insurance plans via phone, enhancing member satisfaction.
- Provided client invoices via email upon request, ensuring timely responses.
- Conducted training sessions for crossover employees and new hires to enhance skills.
- Provided targeted one-on-one training for phone team members needing additional support, improving team capabilities.
- Performed monthly coaching sessions for phone team to boost performance levels.
- Led monthly huddle meetings to share company updates and foster teamwork.
Client Support Specialist
UnitedHealthcare
Oldsmar, Florida
03.2015 - 02.2016
- Handled approximately 40 inbound calls daily to address customer inquiries efficiently.
- Managed inbound emails from customers, ensuring timely support and accurate information delivery.
- Acted as a subject matter expert for employers and brokers, offering guidance on benefits.
- Resolved issues related to benefits eligibility and billing, ensuring customer satisfaction and clarity.
- Assisted customers in navigating UnitedHealth Care websites to promote self-sufficiency.
- Processed member enrollments, terminations, and changes through phone and email, maintaining accurate records.
- Generated billing statements, summaries of benefits, and necessary documents for customers.
- Provided accurate premium payment amounts for monthly billing inquiries.
Loss Mitigation Supervisor
Ronald R. Wolfe and Associates
Tampa, Florida
09.2008 - 10.2013
- Oversaw daily assignments and inquiries in loss mitigation department, ensuring timely task completion and effective workload management.
- Reviewed loan modifications, short sales, repayment plans, and deed in lieu documents; approved or denied based on requirements.
- Established and maintained procedures and processes within loss mitigation department for operational consistency.
- Managed multiple sources of correspondence from customers, clients, and third parties, ensuring timely responses.
- Generated daily and monthly exception reports to ensure compliance with processes and evaluate employee productivity.
- Trained new employees to enhance departmental performance and service quality.
- Created monthly key indicator reports for senior management and client relationship management, supporting data-driven decision-making.
Skills
- Client management
- Customer relationship management
- Insurance knowledge
- Billing inquiries
- Problem resolution
- Documentation accuracy
- Attention to detail
- Effective communication
- Team leadership
Timeline
Service Account Manager Associate
UnitedHealthcare
05.2021 - 02.2026
Resolution Specialist
UnitedHealthcare
02.2016 - 05.2021
Client Support Specialist
UnitedHealthcare
03.2015 - 02.2016
Loss Mitigation Supervisor
Ronald R. Wolfe and Associates
09.2008 - 10.2013