John Feeley Email & Phone Number

Towson

Account Installation Quality Assurance ManagerSuccessfully manage a team of 8 people whose duties included verifying group level setup, rates, administrative rules and member enrollment.in our proprietary systems.Maintaining workflow to a 3-day turnaround time to meet carrier service level agreements.Account Installation Quality Assurance ManagerSuccessfully manage a team of 7 people whose duties included verifying enrollment is processed in accordance with carrier guidelines. Created an Access application used by the staff to track production and quality service level agreements. Report trends to the enrollment area and give feedback to the enrollment staff. Manage workflow to a 2-day turnaround time to meet carrier service level agreements.Enrollment ManagerManage a team of 10 people whose job functions include processing enrollment for medical, dental, vision, disability, and life (group and voluntary) products for over 50 health and ancillary carriers. Develop and maintain relationships with each carrier. Manage daily workflow to maintain a 2-day turn-around time for processing enrollment. Develop inventory, production and quality metrics for senior management. Review monthly quality results with the enrollment staff and develop performance plans to improve quality results. Develop manual processes that efficiently handle activities that cannot be handled systemically. Work with the Information Technology staff to ensure electronic transmissions between our internal systems and external carrier systems are being processed timely and correctly. Coach staff members to develop the necessary skills and knowledge to move to other areas of interest within the company.Imaging ManagerDevelop scanning procedure as well as email importation process. Troubleshoot system issues and work with the Information Technology staff to develop solutions that meet our customers’ needs.

Towson

Mail Room - ManagerManage 1 employee. Develop standard mailroom processes. Ensure that all incoming and outgoing mail was handled efficiently. Ensure that all UPS and courier packages where handled timely. General Facilities work including basic copier and fax servicing. Coordinate with vendors for more in depth service needs.Imaging ManagerManage 1 employee. Manage workflow so all documents received are entered and indexed in our imaging system accurately and within 4 hours of receipt. Develop scanning procedure as well as email importation process. Troubleshoot system issues and work with the Information Technology staff to develop solutions that meet our customers’ needs.Project ManagerDeveloped on boarding processes for new carrier/vendor relationships that remains in place today. Take the lead on boarding process so the relationship is effective and flows well. Document internal processes for all departments. Developed an intranet site to house all reference materials.. Develop standard processes where none had existed. Created several Microsoft Access applications to handles processes when our current systems could not effectively handle the required actions. Worked to develop an imaging system with workflow capability.

Hunt Valley

Claims ManagerManage a team of 6 people whose job duties include adjudicating and entering claims, adjudicating and clearing debit card transactions, producing pend and denial letters. I managed the daily workflow as well as assisted in the day to day workflow. I set up new groups in the debit card system. I also managed to receipt of mail, email and faxed into the company and the process of scanning and delivering them to the appropriate areas. I helped to design best practices for the newly implemented imaging system. Customer Service ManagerManage a team of 5 people whose job functions were the respond to customer calls, emails and faxes within 4 hours and work with other areas internally to resolve client issues. I created an access database to capture and report issues coming through the customer service area. I also created online reference material to be used by the customer service reps to allow them o respond to questions more accurately and efficiently.

Hunt Valley

Quality Assurance ManagerManage a team of 5 people whose duties included verifying enrollment is processed in accordance with carrier guidelines. Report trends to the enrollment area and give feedback to the enrollment techs. To verify carrier transmissions had occurred properly and work the carriers to resolve any issues.Enrollment ManagerManage a team of 8 people whose job functions include processing enrollment for medical, dental, vision, Short Term and Long Term Disability, Life and AD&D (group and voluntary) plans for over 35 health and ancillary carriers. Develop and maintain relationships with each carrier. Manage daily workflow to maintain a 3-day turn around time for processing enrollment. Develop inventory, production and quality metrics for senior management. Review monthly quality results with each enrollment tech and develop performance plans to improve quality results. Develop manual processes that efficiently handle activities such as overage dependent certification mailings and age reduction reports for ancillary coverage. Work with the Information Technology staff daily to ensure electronic transmissions between our internal systems and external carrier systems are being processed timely and correctly. Help staff members develop the necessary skills and knowledge to move to other areas of interest within the company.Large Account ManagerManage a team of 7 people whose job functions include processing new business paperwork, renewals, enrollment, premium billing and posting as well as all service related issues for over 250 large (50+ life) groups for our “A” and “B” brokers. Monitor telephone calls for quality. Produce and report monthly telephone and performance metrics to senior management. Providing feedback and training to team members to improve client satisfaction. Act as a resource for staff members dealing with complex issues. Work closely with the marketing area to ensure that we are meeting and exceeding client expectations.