Breanna Silva Email & Phone Number

Boston, Massachusetts

Norwood, Massachusetts

-Research individual participant issues related to data, eligibility, etc. and issues through Benefitfocus. -Escalation point for SME/Supervisor on member level issues. -Identifies fix or enhancement work needed based on client feedback , report analysis/trends, or escalations from Benefit Center.-Runs ongoing reports with delivery to client or management as required. -Manages and approves task list daily for clients. -Performs testing when system enhancements or fixes are in flight. Reports issues identified back to Benefitfocus and Service Delivery Specialists. -Responds to participant specific questions from carriers, Discovery Benefits, Benefitfocus, etc.-Initiates a Tier One process to send an urgent/haste enrollment updates with carriers to the Benefit Counselor Client Service Analysts. -Collaborates with Service Delivery Specialists to prep for client calls and attends internal prep calls.

Norwood, Massachusetts

-Extensive knowledge in the designated client policies and procedures -Use SAP and company platforms to provide information on Paid Time Off, Leaves of Absence and Benefits/Payroll information to clients and employees-Provide support to Service Delivery Analysts, Service Delivery Specialists, and Benefits Counselors-Responsible for enrollment of pre-65 retiree client employees during open enrollment-Reviewing and processing Health Reimbursement Account claims for pre-65 and Survivor Services employees (Since November of 2016)-Ensure cases are closed consistent with client Service Level Agreement-Coach/train Participant Services Representatives to first call resolution

Norwood, Massachusetts

- Answer inbound calls to assist in enrollments, answer questions regarding products, facilitate enrollment into Employer-sponsored products and up sell voluntary products. - Make outbound calls for elevated issue resolutions. - Ensure carrier, state, and company guidelines are adhered to and enter all information related to the call for reporting purposes. - Work with internal business partners to achieve business unit results, develop relationships with internal and external customers and elevate reoccurring issues to management.

Bachelor Of Arts (B.A.), Global Studies & International Affairs

Education record