Compassionate and dedicated Life Insurance Broker & Consultant with proven experience in guiding clients from diverse backgrounds to select the right life insurance policies tailored to their individual needs and financial goals. Proficient in analyzing a broad spectrum of coverage options, including whole life and indexed universal life policies, while providing exceptional client education and support. Committed to ethical practices and fostering lasting client relationships.Key Responsibilities:- Client Consultation: Built and nurtured strong relationships with clients to understand their unique life circumstances, financial objectives, and risk tolerance, providing personalized guidance and recommendations for informed decision-making regarding life insurance needs. - Policy Analysis: Conducted comprehensive assessments of various life insurance products, identifying optimal solutions for clients’ situations and long-term financial strategies. - Education & Advocacy: Educated clients on the benefits of different policy types, focusing on features such as cash value accumulation, living benefits, and retirement income options, empowering them to understand their coverage and financial stability. - Market Research: Stayed informed about industry trends and product offerings from over 10 reputable insurance carriers, ensuring clients received the most current and competitive options available in the market. - Customized Solutions: Developed tailored life insurance solutions that addressed the diverse needs and preferences of clients, ensuring comprehensive coverage for individuals and families. - Ongoing Support: Provided continuous support and service to clients, assisting with policy updates, claims processes, and annual reviews to adapt coverage as life circumstances changed.

− Manages strategic partnerships with vendors, overseeing successful integration/implementation and fostering strong vendor relationships to drive business success and enhance product offerings.− Spearheads process improvement initiatives to optimize operational efficiency, reduce costs, and drive business growth, resulting in increased profitability and customer satisfaction.− Resolves complex issues and challenges with agility, employing analytical and problem-solving skills to ensure smooth operations and customer satisfaction.− Proactively collaborates with cross-functional teams to foster a culture of collaboration and innovation, enhancing communication and driving successful outcomes.− Implements efficient management strategies to streamline operations, maximize productivity, and ensure seamless workflow processes.− Cultivates and nurtures broker relationships, utilizing strong negotiation and communication skills to meet client needs and drive sales growth.− Acts as a trusted advisor and primary point of contact for clients, delivering exceptional service and building long-term relationships to drive client satisfaction and retention.− Demonstrates expertise in insurance account management, providing comprehensive support and guidance to clients throughout the insurance process, while aligning with marketing objectives.− Leverages marketing insights and strategies to drive sales growth, enhance brand awareness, and develop effective client retention programs.

− Provides strategic direction and guidance to staff for a wide range of projects, including training, auditing, research and analysis, quality management, system enhancements, compliance activities, and more.− Directly manages a team in the planning, coordination, implementation, and maintenance of diverse projects, ensuring timely delivery and effective communication with sponsors and stakeholders (Sometimes 50+ projects at a time).− Identifies and analyzes business requirements, supporting new business implementations and acquisitions.− Facilitates the definition of project missions, goals, tasks, resource requirements, service levels, and customer needs.− Manages project budgets and resource allocation, ensuring adherence to timelines and financial constraints.− Possesses excellent communication and management skills, effectively conveying complex information to diverse audiences. Strong knowledge of business process engineering methodology.− Demonstrates advanced analytical and decision-making abilities. Proficient in project management phases, techniques, and tools. Capable of offering innovative solutions to novel or unclear problems or situations.

-Collaborate closely with Senior Leadership to drive strategic decisions regarding the transition to a new Pharmacy Benefit Management (PBM) system.o Lead Optum PBM Implementation for National Alliance and assisted at a company level in strategic LOB discussions.− Contribute expertise in data integration, accumulations, prior authorizations, and system integrations/updates (Navigator, RX Claims GUI, etc.), ensuring smooth and efficient operations.− Serve as the primary point of contact for over 210 clients, effectively managing all inquiries and escalations related to pharmacy benefit management.− Build strong relationships with clients and marketing teams, providing exceptional customer service and prompt resolution of issues.− Utilize clinical analysis of appeals and in-depth understanding of rejection codes to assist in the coding of prior authorizations in RX Claims and Navigator. Identify possible issues and implement solutions to optimize efficiency and accuracy.− Take the lead in creating and facilitating comprehensive training programs for employees across all National Alliance teams and departments. Ensure that all staff members are equipped with the necessary skills and knowledge to excel in their roles.− Demonstrate professional expertise by spearheading the successful implementation of the PBM system for National Alliance Operations. Drive data integrations, conduct data analysis, identify, and resolve trends, and implement improvements to enhance overall operational efficiency and effectiveness.

Spearheaded the successful implementation of a new Pharmacy Benefit Management (PBM) system in 2020, driving a seamless transition and integration process that delivered significant cost savings and improved operational efficiency.- Acted as the primary liaison for all pharmacy-related inquiries, providing exceptional customer service and resolving issues promptly.- Collaborated with stakeholders at all levels, from upper management to marketing consultants, fostering strong relationships and ensuring their needs were met with efficiency and professionalism.- Proactively contributed to continuous improvement efforts by providing valuable feedback and insights to team members, resulting in enhanced performance standards and sustainable growth for the organization.- Served as a trusted mentor and guide for team members, fostering a culture of personal and professional development.- Empowered individuals to pursue career goals and seize opportunities for growth and advancement within the company.- Leveraged expertise in talent acquisition and management by collaborating effectively with leading recruitment agencies such as Kelly Services and Aerotek. Applied a strategic approach to selection, assessment, hiring, and onboarding processes, ensuring the identification and acquisition of top-tier candidates. Provided support in corrective actions and coaching, including regularization and termination, when necessary, to maintain a high-performing team.

Provided valuable feedback and insights to the National Alliance Operations division of BCBSSC, addressing pre-identified issues and contributing to the overall efficiency and effectiveness of the team.- Acted as a point of contact for representatives of the National Alliance Client/Book of Business ensuring timely and accurate resolution of escalated inquiries and concerns.- Demonstrated strong problem-solving skills by effectively mitigating impacts and assisting in quality control measures to prevent member misuse or abuse of controlled substances.- Conducted thorough research and analysis on issues related to specialty medications for members, such as prior authorization challenges, delivery scheduling, quantity management, and adherence to restrictive guidelines for opioids, among others.- Showcased management expertise by providing assistance and supervision in training new employees and facilitating cross-training opportunities for colleagues, promoting a collaborative and knowledgeable team environment.

Ensuring strong customer relations through prompt, accurate, and courteous responses to inquiries via phone, email, web, or in person.- Adapting responses as needed and conducting thorough research when necessary. Documenting inquiries accurately.- Providing valuable feedback to management regarding customer needs and issues, maintaining detailed records of complaints and customer feedback, and suggesting improvements.- Researching alternative or generic prescription brands for members to ensure cost-effectiveness and policy coverage.- Estimating prescription costs for members by running test claims based on policy benefits.- Investigating possible pharmacy errors, such as incorrect NDC or brand name prescriptions, and providing solutions.- Assisting in training new employees and cross-training colleagues.- Contributing to Quality Control efforts by monitoring possible misuse of controlled substances by members.

Achieved resolution for all accounts at Maricopa Integrated Health System, encompassing inpatient and outpatient claims.- Addressed balances with various commercial and government payers, including Medicaid (Arizona Health Cost Containment System- AHCCCS), Medicare, Correctional Health Services, U.S. Immigration Health Services, Blue Cross Blue Shield, United Health Care, and other providers utilizing EPIC.- Managed outstanding balances on the Top 100 accounts with the highest balances, some exceeding one million dollars.- Identified and addressed recurring billing and coding issues within claims from both the facility and payers, ensuring accurate processing.- Reviewed and processed claims for electronic and hard copy submission, making necessary adjustments for payer-specific coding requirements and claim processing.- Provided thorough review and remittance advice to address payment errors, denials, and underpayments.- Contributed to the training of new or existing staff on government payer processes, such as Correctional Health Services and U.S. Immigration Health Services.

Provide comprehensive customer support on product inquiries, billing, insurance, and commonly asked questions.- Support the store manager in overseeing sales, account management, delivery, and daily store operations.- Execute various customer service tasks within the store, including reviewing credit applications and assisting customers with account maintenance.- Delegate daily tasks to employees, provide training on store operations, product knowledge, job responsibilities, and safety protocols.- Manage the unloading of new merchandise and ensure accurate inventory levels.- Assume the role of store manager in their absence, taking on all managerial responsibilities such as opening the store, managing cash drawers, and addressing escalated customer concerns.

Cultivate strong customer relationships through in-depth explanations of the advantages of the fiber optic network.- Manage communication, conflict resolution, and compliance related to client deliverables.- Address all service or billing inquiries, including conducting home service calls as needed to exceed customer expectations.- Handle payment collections and authorization of order or invoice modifications.- Achieve and surpass quotas while upholding high customer satisfaction, low cancellation rates, and impressive retention rates.