Brett Mcmanus Email & Phone Number

Milwaukee, Wi, Us

Milwaukee, Wisconsin, United States

Team Lead - Implementation & Client Advocacy⦁ Direct supervision of Implementation & Client Advocacy team⦁ Managed and maintained client relationships⦁ Created and provided specialized training on platform features⦁ Consulted clients on ways to leverage existing platform features to meet their unique challenges⦁ Managed customer integrations with the platform, documenting and escalating discovered issues as needed⦁ Documented and communicated end-user stories with development, advocating for priority on behalf of clients

Greater Milwaukee Area

Client Advocate⦁ Managed and maintain client relationships⦁ Created and provided specialized training on platform features⦁ Consulted clients on ways to leverage existing platform features to meet their unique challenges⦁ Managed customer integrations with the platform, documenting and escalating discovered issues as needed⦁ Documented and communicated end-user stories with development, advocating for priority on behalf of clientsSupport Case Management⦁ Managed multiple forms of incoming communication from clients (e-mail, phone, chat)⦁ Supported web-based appraisal management underwriting⦁ Helped clients troubleshoot connecting, authenticating, and using complex web-based systems⦁ Helped perform user acceptance testing with development staff on upcoming enhancements⦁ Received promotion based on demonstrated knowledge and usage of the platform

Escalated Service Issue Resolution⦁ Helped to develop and test established processes to track escalated issues⦁ Coordinated with internal service teams to resolve issues as they arose⦁ Communicated status of issues with internal and external stakeholders⦁ Documented all tasks related to issues through to resolutionProcess Improvements⦁ Evaluated escalated service issues to look for common themes⦁ Suggested process improvements when appropriate to avoid repeated problemsInternal resource for other associates⦁ Directed other associates to appropriate team to accomplish a given task when needed⦁ Communicated service trends to other associates as needed

Waukesha, Wi

Employer and Employee Communication⦁ Identified communication needs of the employer⦁ Assisted in developing communication plans to meet employer’s needs⦁ Provided marketing materials to support employer’s desired messaging⦁ Scheduled and executed employee meetings/webinars⦁ Coordinated the creation and distribution of emails, flyers, posters⦁ Represented Humana at employer open enrollment/benefit fairsProfit Improvement Program⦁ Selected as Team Lead⦁ Ran team meetings⦁ Organized ideas to allow for easier evaluation by team members⦁ Facilitated discussion to select team initiative by suggesting objective criteria for initiative evaluation⦁ Presented initiative to Director-level committee for evaluationWellness Initiative Strategies⦁ Assisted clients with creating their own wellness strategies in a manner that aligns with Humana’s well-being mission⦁ Executed on strategies agreed upon by client⦁ Tracked and reported employee engagement and adjusted strategies as needed⦁ Provided employers with tools and resources to support the wellness goals that they put in place⦁ Participated as member of employer wellness committeesClient and Broker Support⦁ Resource for clients and brokers regarding Humana products, processes and procedures⦁ Cultivated strong broker and client relationships to encourage future sales⦁ Assisted with escalated issues related to member service⦁ Ensured overall positive member, client and broker experience with Humana

New Business Quoting and Underwriting⦁ Evaluated new business quoting submissions to ensure all necessary materials are obtained⦁ Evaluated viability of opportunities based on network footprint, claims information, plan participation, etc. and discussed with sales executive⦁ Provided input upon receipt of quotes from underwriting regarding plan comparison and cost relative to probability of closing saleNew business Implementation⦁ Described requirements for new business implementation of group medical, dental, vision, term life and/or disability policies for groups of 2 to over 1000 employees⦁ Communicated and managed implementation timeline to keep abreast of various milestones and target dates⦁ Collected relevant employer information⦁ Assisted with collection of employee data for enrollment purposesReporting⦁ Collected quoting and close ratio data for large brokerage firms⦁ Organized and evaluated data to ascertain level of partnership with those firms⦁ Presented findings to sales executives to allow them to better evaluate new business opportunities50/50 Fundraiser⦁ Took initiative to account for donations for fishing fundraising event for local Susan G. Komen chapter⦁ Tracked donations and guesses made by associates and external partners⦁ Kept time and took pictures during event⦁ Composed re-cap email of event

Quoting⦁ Market analyses for employer groups ranging from 2 to over 1000 employees for health, dental, life/AD&D, long term disability, short term disability, vision, critical illness and long term care insurance policies on both a voluntary and employer-paid basis⦁ Responsible for starting the quoting process for a top Account Executive’s book of business⦁ Continuously updated proposal format to ensure accurate representation of products offered by multiple insurance carriers⦁ Liaised between employer groups and insurance carriers to negotiate rates and plan changes⦁ Trained other associates to perform similar tasks for other Account ExecutivesSales⦁ Quoted and presented individual health and dental policies⦁ Compared plan offerings from 5 different insurance carriers⦁ Provided ongoing customer support for in-force policies as needed⦁ Wrote approximately 35 policies in 18 months through referralsCustomer support⦁ New and in-force enrollment for employer groups ranging from 2 to over 250 employees⦁ Assisted in resolving escalated claims issues and documented related activities