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Sheryl Hatcher
Kenosha,WI
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to an Account/Implementation Manager role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
25
25
years of professional experience
Work History
Sr. Benefit Plans Specialist
Wespath
Glenview, IL
01.2019 - 01.2026
- Facilitated over 15 annual benefit education events, emphasizing retirement plan awareness and education. Delivered a unified and professional image for all organizational communications in educational contexts. Streamlined communication with participants and financial institutions regarding 403(b) and 401(k) rollovers, enhancing the efficiency of these transactions.
- Developed and presented engaging educational sessions on retirement and health benefits, ensuring clarity and understanding for participants ranging from small groups to large audiences.
- Delivered tailored virtual benefit education consultations, addressing individual participant needs and promoting informed decision-making.
- Orchestrated engaging virtual events through effective use of online meeting software and professional live video production and streaming solutions.
- Facilitated a consistent process for executing rollover transactions, achieving an average of 20 transactions per week. Led communication efforts as the key point of contact for rollovers and transfers to the retirement plan. Streamlined the review and approval process for incoming forms while issuing acceptance letters to financial institutions.
Client Relationship Manager (CRM)
DirectPath
Milwaukee, WI
01.2017 - 01.2019
- Lead dynamic client relationships and ensured that the needs of the employee base are represented. The CRM built and sustained a beneficial relationship with client leadership, communicated ongoing value, implemented communication strategies to drive member engagements, and attended to issues as they arose.
- Manage client implementations which includes:
- Scheduling and conducting new client implementation meetings
- Communicating account set-up information internally
- Working with Benefit Analysts to coordinate the receipt of information in a timely manner
- Coordinating disbursement of orientation materials
- Implement strategic communication programs to maintain/increase member utilization, create ROI and identify opportunities to improve satisfaction
- Work collaboratively with sales staff to promote growth with consulting partners
- Hold quarterly or semi-annual review meetings with clients either in-person or via WebEx to share data, deliver reporting, and re-affirm value
- Develop strategic relationship with client and consultants to support client retention
Senior Health Client Manager
Alight Solutions, AON Hewitt
Lincolnshire, IL
01.2009 - 01.2017
- Achieved heightened client satisfaction through effective management of advocacy service delivery. Elevated service quality by leveraging proficiency in client consulting and plan knowledge. Enhanced client engagement with over 250 clients in the under 5000 life market by meticulously addressing and resolving client needs.
- Contributed to strategic dialogue in meetings, focusing on optimizing project outcomes and fostering client relationships.
- Reviewed and assessed RFPs, SPDs, contracts, and legal documents to drive strategic enhancements in client implementation processes.
- Utilized extensive expertise in health and welfare plans and ancillary coverages to build and maintain strategic relationships with carriers, ensuring prompt resolution of client issues.
- Conducted training sessions to enhance client teams' understanding of plan provisions and processing concepts for improved service delivery.
- Coached team members in improving service standards, fostering client connections, and anticipating client needs to align with strategic objectives.
- Facilitated effective strategy communication and team direction to develop and support success metrics, leveraging clients' existing frameworks for optimal performance.
- Orchestrated team activities to achieve deadlines for monthly and quarterly reports, prioritizing punctuality and accuracy in deliverables.
- Analyzed client service level agreements (SLAs) to identify risks and crafted strategic mitigation plans to enhance service reliability.
Senior Employer Service Representative
Trustmark Insurance Company
Lake Forest, IL
01.2004 - 01.2009
- Responsible for facilitating installation of new client groups into insurance programs. Activities included requirements collection for system modifications, determination of eligibility, initial and ongoing enrollment, handling of escalated claims, coordination with support departments and ongoing troubleshooting. Handled 45 major client groups.
- Analyzed client issues to determine impact on overall service operations and developed appropriate solutions ensuring high overall customer satisfaction
- Provided guidance to clients and brokers in identifying appropriate departments to handle service issues on a timely basis ensuring a continuity of service
- Developed training guide for client managers to improve enrollment processing by eliminating commonly made mistakes that occurred during initial program entry resulting in reduction of errors and reduction of overall processing time
- Improved data entry for new client enrollment by incorporating ability to upload multiple client’s information through one source which shortened the processing time for new clients by over 50%
Claim Processing Team Lead
The TriZetto Group
Waukegan, IL
01.2001 - 01.2004
- Responsible for prioritizing workflow for five employees and analyzing reports for accuracy and timeline of claims information on inventory, production, and quality assurance to support claims management and process improvements. Reduced claims backlog by initiating measurement and reporting to identify the cause for delays and initiating appropriate corrective programs to address root causes, resulting in a 70% reduction in backlog within nine months with improvements to employee productivity and morale. Audited 5% of claim examiners claims on a weekly basis for over 50 employees. Documented results in a spreadsheet format and disseminated to management.
Education
Bachelor of Science - Finance
University of Wisconsin, Whitewater
Whitewater, WISkills
- Project Management
- Customer engagement facilitation
- Employee Development
- Process evaluation
- College teaching experience
- Efficient claims review
- Client relationship management
- Continuous process refinement
- Supplier relationship management
- Associate of Customer Service (ACS) certification
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
Timeline
Sr. Benefit Plans Specialist
Wespath
01.2019 - 01.2026
Client Relationship Manager (CRM)
DirectPath
01.2017 - 01.2019
Senior Health Client Manager
Alight Solutions, AON Hewitt
01.2009 - 01.2017
Senior Employer Service Representative
Trustmark Insurance Company
01.2004 - 01.2009
Claim Processing Team Lead
The TriZetto Group
01.2001 - 01.2004
Bachelor of Science - Finance
University of Wisconsin, Whitewater