Sandra Jones Murski
Sugar Land,TX
Summary
Results oriented professional with 20+ years of managed healthcare experience. A multi-functional background in sales, account management, customer service and claims administration.
Extensive experience in managing process, people and accounts would serve as an asset to the territory. Solid relationships in the Texas markets and throughout the organization.
Overview
40
40
years of professional experience
Work History
Sr. Director of Account Management
Aetna, Inc
01.1999 - Current
- Responsible for managing middle market account management team, Texas markets
- Relationship building with critical constituents, both internal and external
- Develop strategic direction, hosting account strategy discussions annually
- Exceeded retention targets by 10% - 15%
- Staff Development
- Evaluate processes to ensure consistent training, development and business development
- Organized and detail-oriented with strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Self-motivated, with a strong sense of personal responsibility
Customer Service Manager
PacifiCare
01.1997 - 01.1998
- Managed customer service function providing service to members in Oklahoma and Texas network areas
- Developed staff of 60 including five supervisors which included timely evaluations and continuous coaching, resulting in increased individual knowledge and productivity
- Refined associate recognition program to reward improved performance
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
Customer Service Manager
Prudential HealthCare
01.1994 - 01.1997
- Managed customer service function for San Antonio Health Plan, providing service to 130,000 members
- Implemented performance management tool to measure quality
- Improved statistical results approximately 20% and reduced overtime expenses in 1996 roughly 50%
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Interregional Coordinator, Customer Service Supervisor, Facility Management Coordinator, Quality Review Technician, Claims Examiner
Prudential HealthCare
01.1983 - 08.1994
- Performed various functions in claims and administration and customer service such as claims processing, quality review, customer service supervisor, administration supervisor and coordinated facility planning for move of 200 + associates
- Served as client contact for inter-regional and national accounts
- Effectively managed team of 20 customer service associates
Education
Maryville University
St. Louis, MOSkills
- Account and Territory Management
- Customer Relationship Management
- Client Base Retention
- Customer Needs Assessments
- Staff Development
- Revenue Growth
- Process Improvement Initiatives
- Performance Feedback
Timeline
Sr. Director of Account Management
Aetna, Inc
01.1999 - Current
Customer Service Manager
PacifiCare
01.1997 - 01.1998
Customer Service Manager
Prudential HealthCare
01.1994 - 01.1997
Interregional Coordinator, Customer Service Supervisor, Facility Management Coordinator, Quality Review Technician, Claims Examiner
Prudential HealthCare
01.1983 - 08.1994
Maryville University
Similar Profiles
Erica FirbyErica Firby
Premium Reconciliation/ Collections Specialist at Aetna, IncPremium Reconciliation/ Collections Specialist at Aetna, Inc
Kristine Tortorich (Kristy)Kristine Tortorich (Kristy)
RN Care Manager at AetnaRN Care Manager at Aetna
Magdalena OlivaMagdalena Oliva
Customer Service Representative at CVS HEALTH AETNACustomer Service Representative at CVS HEALTH AETNA
Sahana SivakumarSahana Sivakumar
Intern at Sugarland Mayor Election CampaignIntern at Sugarland Mayor Election Campaign
Chinedu OkaforChinedu Okafor
Search Engine Analyst at AppenSearch Engine Analyst at Appen