Brandy M. Email & Phone Number

United States

* Serve as the primary point of contact for clients regarding service delivery, reporting, and project needs* Collaborate with Client Services to ensure client expectations are met and SLAs are maintained* Understand Service Center processes and contractual obligations to enhance client relationships* Lead internal and external meetings, analyze root causes, and drive process improvement projects* Work closely with customer care and Client Services teams to enhance quality and training materials* Facilitate client requirement changes, develop strategic approaches, and drive operational effectiveness* Support sales meetings, collaborate with implementation teams, and act as a brand ambassador for Service Center offerings* Partner with supervisors and directors to meet Service Center delivery obligations and address operational challenges* Identify and resolve quality, technical, and operational issues proactively* Manage client escalations, conduct root cause analysis, and develop plans with Clients Services for resolution* Contribute to cross-functional projects that support business strategy* Identify issues, trends, and training needs to collaborate with Client Services to ensure high-quality customer interactions with bswift via various channels.* Prepare, analyze and share monthly Service Center reporting with Client Services and Clients to ensure Service Levels are met as per the contract.* Actively participate in new group implementations to review content to be shared with Service Center team members. Collaborate with internal teams to ensure accurate information displays.

Remote

* Directed the handling of escalated member issues from the Department of Insurance, Better Business Bureau, and social media complaints within set government timeframes. * Set daily expectations to handle urgent access to care member issues, inbound calls, invoicing, underwriting, premium issues, refunds, claim rebuttals, rewards, pharmacy benefit management and written correspondence. * Partner with team members to determine root cause analysis. Collaborate with internal departments along with external entities as needed to negate future or redundant issues. * Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.* Oversee real-time call center performance to ensure performance adherence, including SLA’s. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Adjust queue center staff schedules as needed for coverage. * In-depth experience with FFM, Connect for Health Colorado, and Covered California. * Ensure compliance to all state and federal compliance guidelines for all business.* Successful implementation of a fully remote membership and enrollment call center in English and Spanish, along with a fully remote back-office team. * Manage remote team members throughout the US compromised of 60-130 employees, including 6 Supervisors.* Partner with offshore vendor(s) to maintain service quality to our members. * Review resumes for talent acquisition, conduct interviews, and coordinate new hire onboarding.* Conducted monthly employee feedback sessions and completed yearly performance reviews.

Irving, Texas

* Strategically directed and executed tactical plans, goals, and operations for assigned group of clients.* Responsibly managed onsite and remote associates, including inbound/outbound call queues, case management and written correspondence teams comprised of [40] associates, [4] supervisors, and [2] managers.* Promoted cross-functional collaboration for a wide range of clients, brokers and large carrier partnerships. Partnered with peers and leadership teams to secure sustaining client satisfaction, retention, and revenue targets.* Directed executive decision-making processes by maintaining positive, practical, and pragmatic approach to reviewing financial goals and ensuring sustainable value for key stakeholders.* Analyzed processes to identify areas of improvement and implemented changes to enhance the overall customer service experience.* Ensured all SLAs and deliverables were met according to the contract requirements and company performance guarantees.* Effectively collaborated with other internal departments including IT, Finance, Training and Human Resources to meet and deliver customer requirements and expectations. * Migration and Implementation of 25,000 client in a 6-month period through collaboration with internal departments for acquisition from large health and benefits competitor. * Implementation and migration of employer groups and participants from multiple platforms into one proprietary system.* Ensured compliance with all state and federal guidelines for all lines of business.* Reviewed resumes for talent acquisition, conducted interviews, and coordinated new hire onboarding. * Conducted monthly employee feedback sessions and completed yearly performance reviews.

Irving, Texas

* Drove daily operations of highly skilled team of [40] relationship managers assigned to service multi-faceted business markets, including small and mid-market groups, strategic carrier partnerships, broker partnerships and individual complex clients.* Managed high-volume call queues to ensure consistent compliance and adherence to all contractual metrics. * Leveraged proven service model of up to $50M in organizational revenue to ensure timely deliverables. * Drove win-win solutions by resolving problematic issues, resulting in a client retention rate of 95%. * Efficiently compiled, analyzed, reported performance metrics to brokers and strategic carriers on a consistent basis.* Consistent engagement with clients, brokers and carrier partnerships to promote a healthy service environment.* Provided continuing education on all product offerings including upsell and cross sale opportunities. * Presented quarterly presentations to executive leadership groups via live webinar. * Proactive outreach to clients, brokers and carriers to build rapport and build a client reference directory. * Served as a subject matter expert and drove key projects for large system migrations, integrating more than 50K clients to our inhouse database.* Experience with the health data exchange and validation. (834, proprietary data specs)* Key player for UAT testing for file integrations as needed for data mapping. * Provider regular data analytics and recording metrics for overall project status to ELT as needed. * Conducted monthly employee feedback sessions and completed yearly performance reviews.