Denise Greer Email and Phone Number

• Lead end-to-end implementation of new groups and existing group renewals/changes• Accountable for accuracy, timeliness, and completeness of the entire implementation process• Project management, including tracking, monitoring, and reporting of implementation progress• Primary contact for all internal and external project related items• Maintain database tracking for reporting to leadership• Compose and distribute agendas, meeting notes, project correspondence and project progress reports• Benefit definition and plan design creation/maintenance• IVR requirement gathering and testing of final product• Collaborative problem solving and issue resolution• Auditing (Account Structure, ID cards, Benefit Plan Designs, member communications, IVR, Workflows, training documents)• Tool and Best Practice development• Mentor newly hired associates

Primary client contact for national account clients on multiple claim platforms Foster and maintain client relationshipsProvide unsolicited support to all areas throughout the EnterpriseProcess sensitive service issues with speed, confidentiality, and qualityCoach and Mentor staffSupport call coaching program through additional monitoring Identify and implement training workshops for customer service staffDevelop agenda, staffing, and lead unit meetingsNegotiate decreased service charges with non-participating providersConduct claims processing functions necessary for paying fee reduced services

• Respond to benefit, eligibility and claim inquiries via telephone and written correspondence• Analyze issues and provide information/solutions • Document outcomes for correction, tracking and analysis • Develop and maintains positive customer relations