Alyssa Carroll Email and Phone Number

• Responsible for the success of each client implementation through project managing, identifying risks, resolving issues, and overall client success and overall satisfaction.• Managing key project tasks for file implementations and client relations and identify creative solutions to customer needs.• Provides relationship and project management during the file integration implementation projects between our clients, our platform, their appropriate vendors, and our internal teams. • Setup and facilitate live platform demonstrations, client and/or vendor meetings, provide regular status reporting, ensure projects are staying on track, and client communications.• Interpreting client specific vendor file requirements.• Provide support to implementation services team to resolve any escalated client or project related issues/concern• Lead project plan development and facilitate implementations for new and existing clients• Serve as client advocate on issues and queries involving designated project dates, products and improvements• Work with internal partners to establish implementation processes and operational procedures

• Working with the business partners within Client & Service Operations to provide individual and team level coaching to drive performance improvements.• Work closely with aligned team to provide tools and techniques that support performance improvement plans, quality & productivity coaching, and proper utilization of tools and applications pertaining to the role.• Provide prompt technical support to guide and coach front line employees through various tasks and responsibilities, with a focus on guiding others through the process to support learning. • Technical expert in the field and is a key resource in supporting the business.• Effectively supports and influences our business partners, including vendors to ensure MOS is leveraged into the culture.• Supports and influences business partners to achieve KPIs (Quality, Efficiency, etc.). • Work with and in support of business partners to deliver timely, consistent and accurate technical issue resolution to front line teams. Provide meaningful data on team level support and proactively identify and act upon opportunities & solutions to improve team proficiency.• Partner with aligned management team to assess technical/performance coaching needs, to provide direction, and remove barriers to ensure team meets deliverables and commitments through high quality & productivity results.• Support and influence the business to ensure trainees are successful post training.• Continuously look for opportunities to streamline processes and procedures, eliminating rework and reducing productivity variations wherever possible.

• Responsible for supporting Eligibility Services from staff to management on all platforms (CED, Facets, Vendor Feeds, Access to Care, Fallout, Eligibility Call, and many others.)• Support on process and procedure related items on all eligibility services platforms to remain organized and to provide support, especially during peak season.• Provide structured and proactive mentoring and coaching that is tracked and reported to management as well as completing inquiries sent to the EPC team. • Partner in with Policies and Procedure team to ensure all documents are current and partner with Training to deliver changes to the organization as appropriate. • Work departmental initiatives to drive change and process improvement efficiencies in order to minimize rework/negative customer impact. • Provide ad-hoc eligibility training, development, facilitation across the various Eligibility Platforms in coordination with the training organizations.

Cigna Guided Solutions (CGS) Eligibility Analyst and Audit Specialist• Assigned book of business clients, working files, error reports, system updates, and client inquiries, while working with internal partners/vendors to deliver superior customer satisfaction as a Third-Party Administrator in order to meet or exceed quality target of 94% every month.• Validation, processing, research and process improvement of 250+ Cigna Group Insurance monthly bills.• Review and translate vendor file layouts working with internal operations teams, client implementation, onboarding, and customer service representatives to ensure accuracy of data file specifications and structure.

• Processing all Cobra, Corporate, and Flex payments as a Third-Party Administrator (TPA).• Researching/problem solving issues to reconcile the Corporate Account, and process Collections and Closeouts.

• Administering cobra rules and regulations to both cobra participants and their corresponding clients• Processing Cobra payments for checks and ACH• Researching/problem solving any issues with payments

• Providing customer service in a high-volume call center while de-escalating sensitive and urgent matters.• Utilizing my payroll and human resources skills to answer complex calls to our clients employees while maintaining excellent metrics, contributing towards our exceptional client/customer satisfaction goals.

• Reconciling large client payrolls and problem solving• Utilizing the general ledger and accounts receivable systems

• Sorting all inclearing checks and mailing all bank statements• Running Proof Customer Research• Daily Processing of NSF/ Stop/Holds/ Endorsements

• Assist customers with their banking transactions• Working as a team player to accomplish our goals• Answering many phone lines promptly • Assist retail and operations with projects and filing