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.