Amber Hernandez Email and Phone Number

-Build and maintain relationships with a portfolio of Health Plan customers through all stages of the customer lifecycle, with highest focus on delivering operational excellence and day to day support-Partner closely with the Account Executive team to ensure strategic plans for accounts are being met with operational efficiency-Maintain in-depth knowledge of assigned clients related to their operational needs, contractual requirements, and long-term business needs.-Collaborates and coordinates with all internal teams, external vendors and other key partners to achieve results, raising issues to appropriate parties when required-Manage customer relationships to maximize desired outcomes while increasing customer satisfaction and retention-Stay abreast of industry and technology trends while educating and advocating for customers based on these trends-Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure-Serve as the lead for the internal Benefitfocus operational team on behalf of the customer by motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team-Identify areas to bring additional value to Health Plan and execute on plan-Drive success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources-Recommend methods to improve performance regarding service level agreements, metrics and measurements, and business trends.-Work with Account Executive team to complete and process change order requests, ensuring completion through cross-functional partnership with delivery.

•Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention•Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team•Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources

•Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention•Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team•Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources

•Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention•Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team•Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources

• Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution• Work directly with customers to troubleshoot, research, and resolve questions and issues within our products; Collaborate with other associates and resources required to resolve issues• Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise; Consistently provide status updates for active issues for both the customer and internal associates• Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary

• Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution• Work directly with customers to troubleshoot, research, and resolve questions and issues within our products; Collaborate with other associates and resources required to resolve issues• Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise; Consistently provide status updates for active issues for both the customer and internal associates• Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary

• Maintain carrier client relationships with up to 3,000 employee members• Manage implementation of additional carrier products via eLink including creation of project and go live support• Research and triage EDI and configuration cases with team to identify and provide root cause• Report software functionality issues to the Benefitfocus Engineering team as they arise• Provide an accurate time frame for issue resolution to clients daily• Maintain continuous relationship with insurance carriers, clients and internalresources• Respond to email requests from clients regarding employee coverage, policy cancellations and policy renewals