Heather Blinn Email & Phone Number

Columbus, OH, US

• Lead a team of service representatives, support staff members and clinical staff to perform healthcare navigation services for employer sponsored health insurance plans while exceeding company eNPS (Employee Net.
• Identify and resolve issues to ensure client and member to achieve best in class NPS (Net Promotor Score) while proactively recognizing issue trends and creating efficiencies to reduce average call handle time
• Serves as escalation point for providing… Show more
• Serves as escalation point for providing issue resolution for insurance members, providers, clients and team members
• Manage team performance management and metrics by leveraging data to develop employees and maximize success of the team
• Collaborate with internal and external partners to manage client relationships, while focusing on cost savings relating to medical insurance plans Show less

Columbus, Ohio Area

• Reduced remediation days to closure by 27% by implementing enhanced controls, influencing decision making and achieving best practices to protect revenue and mitigate risks
• Led a team of 4 specialists executing cross-functional issue resolution projects while performing quality audits on project documentation, monitoring SLAs and managing escalations
• Managed multiple high-visibility regulatory projects simultaneously while achieving condensed timelines, performing root cause… Show more
• Managed multiple high-visibility regulatory projects simultaneously while achieving condensed timelines, performing root cause analysis, providing accurate project documentation, communicating updates to bank.
• Designed and implemented repeatable process with 3rd Party Vendor for check issuance; decreased issuance time by 50%, allowing projects to close within SLAs
• Established monthly expense forecasting process to proactively provide business partners with visibility to remediation expenses Show less

Columbus, Ohio Area

• Led team of 3 coordinators designing internal and external innovative offerings for contests and events; increased credit sales and associate engagement
• Managed projects to provide positive customer experiences through event management while achieving project objectives on-time and within budget
• Implemented new ordering process with 3rd Party Vendor for gift cards, delivering associate incentives 75% faster

Columbus, Ohio Area

• Managed team of 4 program coordinators overseeing 25+ brands focusing on seamlessly executing credit marketing programs through detailed planning, collaboration and quality review
• Established mutually beneficial relationships with internal and external partners to deliver marketing programs on expedited schedules by implementing process efficiencies

Columbus, Ohio Area

• Guided team of 17 analysts supporting 5 unique processes, including resolution of pricing discrepancies, customer audit projects and work queue administration
• Developed and implemented new team structure reducing customer requests response time from 3.3 days to 2.4 days while retaining exceptional manager effectiveness score
• Performed customer visits to facilitate overviews and resolve escalated pricing disputes to drive customer loyalty

Columbus, Ohio Area

• Executed customer implementation projects resulting in $600M of new business through collaborating with Sales, suppliers, group purchasing organizations and customers
• Led various Lean Six Sigma projects to reduce department cycle time, established standard work to improve quality and decreased financial exposure

Columbus, Ohio Area

• Co-created department Blackbelt project: First In First Out (FIFO) pull system, standardizing chargeback reconciliation process
• Key point-person for chargeback reconciliation, supplier relations, collaboration and monitoring financial risk

Columbus, Ohio Area

• Processed pharmaceutical billing adjustments for supplier partners accurately in a timely manner
• Generated daily chargeback reports and provided escalation to management as necessary

Columbus, Ohio Area

• Verified auto loan documents, performed customer interviews and issued payments to dealerships to consistently achieve branch goals
• Performed dealership visits to establish and maintained beneficial relationships to drive application volume