Starting in February of 2016, I've added responsibilities of Project Management as the Client Experience Manager with Acclaris. The CEM position is vital in ensuring all client-facing, strategic projects are prioritized and managed. Some examples: - coordination of release initiatives per client expectations- executing changes from NPS survey results in coordination with senior leadership- communications/incident management coordination - preparation and managing deliverables following client semi-annual business reviews- identifying development opportunities to remedy systemic system issues- collaboration with Product Management on new product initiatives- corporate trainingAs a Client Manager, it is my goal each and every day to manage client and partipant expectations and satisfaction in sync with Acclaris' commitment to the highly visible client base that I'm dedicated to! I'm extremely proud to be part of the Acclaris team and look forward to many successful years with them!

Subject matter expert for consumer driven healthcare and insurance payer industry* Training of PDG including engineering, PSG team, BAs, general operations staff on all Insurance and Pre-tax benefits where applicable to the development of thecore software product* Lead subject matter expert for input and development to the core software product development and UI.* requirements gathering to translate to technical teams * Design and preparation of screen mock-ups for conceptual product interface and functionality* identify product roadmap features and enhancement * Maintain rapport with all client levels* Develop and write persona’s and user stories consistent with current sprints in agile development* Focus on member and client engagement* ensure regulatory compliance on all product lines* manage TPA relationships* implementation of new clients, ensuring successful transition of lost accounts

Working for a reputable commercial insurance payer like IH was not only a profession, it was an opportunity to learn various aspects of healthcare, medical claims operations, self funded plan operations and education. * overall product management and operational performance of CDH division (FSA, HRA, parking, transit, debit card (including PowerPay, FlexFit, Healthy Benefits and Personal Best) product lines . * product development strategy for executive leadership* performance improvement initiatives including monitoring and evaluation of LOB performance in order to define, implement and maintain operation of the product and support department workflow* monitor, implement and ensure compliance of all claims processing, account adjustments, and debit card transactions with IRS guidelines and internal procedures* manage escalated CDH claims appeals * manage, mentor and coach CDH operations team* educate all levels of staff on CDH product knowledge * hiring, training, management and termination of claims operations staff * Design CDH plans with medical sales team to ensure benefits consistency * implement and renew all new/existing CDH business * Manage all escalated account and member support issues related to CDH accounts* ensure an excellent level of claims productivity, group and member satisfaction to gain new business and prevent loss of business. * defining, developing, recommending and implementing SOPs, key performance metrics, and performance evaluations* oversee integration of Sales, Sales Support, Account Management, Implementation and Customer Service units* Maintain vendor relationships* Manage budgets and expenses for entire CDH LOB* increase ROI and claims efficiencies as they relate to FSA/HRA* Participate in many corporate objectives and regulatory compliance (CMS (HRA), EMPI, Red Flag, HIPAA* integral in the 'Voice of the Customer' initiatives to gauge and improve member satisfaction, especially regarding HDHPs

The Marketing Relationship Manager position with P&A was fulfilling and really started my interest in the pre-tax benefits area. Working with FSA, HRA, VEBAs, parking/transit accounts, COBRA, consolidated and reverse billings and general HR administration outsourcing was a tremendous learning experience for me. I managed a staff of 6 people who primarily worked in marketing support, account servicing, broker relationships including over 300 broker relationships nationally, and plan renewals for all employer groups.

Special Events Coordinator and Administrative support staff* Developed a Marketing/Sales Support unit from scratch to accommodate all newbusiness implementation as well as maintenance of existing client base for all newproduct lines* Implementation of all new business beginning with relationship building efforts toactual system implementation. This included face-to-face meetings, conferencecalls, webinars, etc. to all constituents to ensure proper plan design,implementation, enrollment, file transfers and issuance of any marketing materialsand cards* Group presentations and seminars to educate all constituents on FSA/HRA, 132,COBRA, Group billing and Benefit administration, etc.* Tracking of all revenue (new and lost) to present to Accounting and Executive teamfor budgeting purposes