Ensure delivery of exceptional service to Gallagher's clients by leading a high−performing accountmanagement team, championing Branch initiatives and priorities, and proactively managing assignedaccounts.

The Client Service Manager is responsible for the day−to−day account management for small to mid−sized clients that are routine/moderately complex client accounts. Essential Duties and Responsibilities include but are not limited to:· Manages an assigned book of business and builds, expands, and solidifies relationships withexisting clients· Leads appropriate resources to address the client's risk/capital management needs· Secures existing business and drives the sale of additional services and coverage levels· Cultivates relationships with the most senior buyer in the client organization as well as withday−to−day client representatives and buyers· Has retention goals for assigned group of accounts.

Supports the launch and ongoing development of the new Scripps Health Plan HMO insurance product. Manages new operational initiatives, tracks issues and resolution. Creates new operational processes, documents, and member/provider communications as needed. Produces and maintains operational documents. Works to resolve operational issues in collaboration with operational departments (e.g., IS, claims, provider relations, medical management, sales). Responsible for all aspects of the development and implementation of assigned projects, taking projects from initial concept through final implementation. This includes defining project scope and objectives, developing work plans, acquiring resources, ensuring adherence to quality standards, and coordinating the efforts of team members in order to deliver projects according to deadlines and within budget.

Support Sales team with new sales and existing business with activities that may include, but are not limited to, entry level sales training, enrollment meetings, health fairs, RFP's, marketing, quotes and sales proposal development, sales support, and account management support.

· Holds an active Life Agent license from the State of California Dept of Insurance since August 2006 · Schedules and coordinates internal and external meetings, reservations, and conference calls· Assists with plan sponsors who have at minimum of 100 lives to 5,000 lives· Develops working relationships with external constituents such as: plan sponsors, brokers, providers, and members· Works with internal departments such as: Underwriting, Implementation, Claims, Eligibility, Finance, Compliance, Drafting, Patient Management· Collaborates with team members on case installation to manage the integration of client’s and Aetna’s internal organizations, ensuring a smooth installation· Maintains customer files and related correspondence· Responds, researches, and resolves claims, eligibility, precertification, referrals, and access to care related issues involving member specific information· Works directly with clients, brokers, and internal departments to achieve positive service outcomes· Demonstrates first call resolution to ensure items are addressed timely· Verifies renewal changes to plan sponsor benefits, account structure, rates and enrollment are completed accurately· Submits revision and reworks requests if errors are identified· Acts a liaison between brokers and Underwriting to assist with plan sponsor renewals· Works with Underwriting to obtain plan sponsor summary of benefits· Reviews summary of benefits for accuracy and submits change requests· Submits request for SBCs timely to ensure they are delivered timely to the customer· Processes orders for materials of customer enrollment packets and other flyers and brochures· Works with Accounts Payable and the Wellness Coordinator regarding customer wellness allowances to make it more efficient and improve the turnaround time for payments· Support set up of complex account structure and detailed benefit plans and systems· Ensures accuracy of account structure, benefit plan, and system set-up

· Worked in the Provider Service Center· Answered 70 to 100 calls a day with an average handle time of 260 seconds per call· Demonstrated first call resolution to ensure items were resolved at the time of the call· Quoted benefits, eligibility, claims status, referral and authorization approvals, and member coordination of benefits· Assisted with provider contract issues and disputes · Reviewed provider rates· Worked simultaneously on 10 plus screens, systems, and applications· Resolved appeals that were received verbally and by correspondence· Participated in team workshops, meetings, and trainings· Acted as a mentor to other CSRs in my department· Worked on the Electronic Correspondence Handling System work group