Alana Robinson Email & Phone Number

Cincinnati, Ohio, United States

• Acting as the primary contact for direct clients, carriers, internal team members, and external partners, ensuring seamless communication and issue resolution.• Maintaining robust client relationships with minimal escalation to the Performance Team Lead, successfully managing 95% of client interactions independently.• Managing interdepartmental communication and escalations to meet client deliverables and expectations, achieving a 90% on-time delivery rate.• Overseeing large, complex projects from inception to completion, providing subject matter expertise to clients.• Leading and facilitate updates for requirements documents, interface documentation, and delivery channel documentation, ensuring compliance and accuracy.

Cincinnati, Ohio, United States

• Served as the primary contact for direct clients, internal team members, and partners, managing over 30 client accounts with a high satisfaction rate.• Provided technical guidance for new client website implementations, successfully launching 15 new sites within the project timelines.• Regularly updated client sites to meet changing requirements, ensuring timely completion of updates and maintaining site accuracy.• Conducted quality assurance testing for client sites, tracking and resolving over 200 issues to ensure optimal functionality and performance.• Led a team to coordinate with product management, development, and call center resources, creating comprehensive implementation documentation for clients.

Cincinnati, Ohio

• Implemented onboarding, Bswift, ACA, and HR products for over 50 clients, ensuring seamless integration and high client satisfaction.• Identified client policies, set clear expectations, and delivered on product implementations, resulting in a 95% client satisfaction rate.• Coordinated benefit open enrollments and ACA annual processes for a client base, handling 10,000+ employee enrollments accurately and efficiently.• Troubleshot benefit payroll deductions and HR workflows, resolving 98% of issues within 24 hours and ensuring continuous client operations.• Provided software support via phone, video chat, and email, maintaining high levels of client support with over 500 resolved cases annually.

Cincinnati, Ohio, United States

• Conducted outreach, processed medical and pharmacy claims, and managed care for 415 high-risk members, significantly improving health outcomes.• Assisted with closing HEDIS gaps, contributing to a 15% improvement in compliance rates and overall member health.• Thoroughly examined claims and tracked information for reporting and data analysis, ensuring 100% accuracy in claim processing.• Assessed daily activities, cognitive, behavioral, and social support needs of members, making over 300 referrals to appropriate departments or facilities.• Verified member eligibility and benefit coverage, guiding members through open enrollment processes and increasing enrollment rates by 20%.

• Provided intervention services for children, adolescents, and families, including needs assessment, education/vocational training recommendations, and referrals for over 100 cases.• Consulted with KCHIP/KY and Medicaid to determine medical insurance eligibility, successfully enrolling 75% of eligible clients.• Assisted in selecting service providers for clients/families based on network eligibility and sliding scale fee discounts, securing affordable services for 50+ families.• Maintained accurate case documents and proficiency in case management, ensuring compliance and easy access to all case files.• Conducted group and individual discussions, established strong relationships with children and families, and provided social progress reports for student team members.

• Provided therapeutic intervention services to children, adolescents, and adults using individual, family, and group treatment.• Maintained case files, documented case progression, and assessed performance reports.• Acted as an expert witness in child and adolescent therapy, testified in court on issues of child neglect/abuse after investigating allegations and reports.• Monitored and reviewed individual treatment and discharge plans, IEPs, and discharge planning, ensuring alignment with goals.• Collaborated with prosecutors, providers, and defense attorneys throughout litigations daily, assisting with cases, filing modifications, and emergency orders.

Bachelor Of Arts - Ba, Human Development And Family Studies, General

Master Of Business Administration - Mba, Business Administration And Management, General

Foundation Skills in Business Leadership| Integrated Global Marketing | Financial Accounting | Finance and Value Creation | Leading.