Eileen Emma Email & Phone Number

Winchester Ma

• Manage, retain and grow assigned book of business to achieve individual and corporate goals.• Provide strategic leadership and solution based support to expand and maintain business relationships with existing large and complex accounts.• Demonstrate individual ownership and accountability in development and retention of client and broker relationships, maintaining a 99% retention rate.• Communicate effectively, consistently and frequently with assigned client base. Continuously working to improve customer loyalty.• Act as ongoing liaison/consultant through meetings, plan reviews and care calling to ensure client loyalty, retention and satisfaction.• Effectively manage high profile and complex clients encompassing $15,000,000 to $40,000,000 in revenue; Meet all assigned revenue, client retention and profitability goals.• Identify potential growth opportunities and manage client concerns and service needs.• Present and implement renewals and benefit changes and manage contract negotiations. • Introduce new benefit options and coordinate implementation with Sales Team. • Determine growth opportunities and benefit design, coordinate client proposal, finalize sale and manage internal and client communications. • Review and ensure that client receives all requested reports, satisfaction results and all performance guarantees.• Analyze client data and develop market trends that affect the management of assigned book of business.• Organize and participate in open enrollments and employee benefit fairs.• Attend and market at national conventions and trade shows.

Boston Ma

• Supervised staff of 11 in dedicated service unit responsible for all claims processing and telephone inquiries for two of Delta’s largest accounts.• Developed and tracked budget for entire unit.• Led the MSEU in providing quality, cost efficient claims processing, customer service and timely enrollment.• Ensured inventory levels were maintained below the required level.• Worked directly with the Chief Dental Office, Massachusetts Public Employees Fund Executive Director and the Group Insurance Commissions Policy Manager to resolve managed care grievances.• Acted as liaison to account in resolving outstanding account issues.• Directed training of all State Employee Team members.• Analyzed team performance and developed recommendations for improvement.• Facilitated policy meetings and staff meetings.• Assisted in hiring of managed care unit team members.• Managed all enrollment and provider relations functions.• Provided guidance and feedback on escalated customer service issues.• Ensured all contractual obligations are met.