Joi W. Email & Phone Number

Cleveland, Oh, Us

Cleveland, Oh, Us

Rolling Meadows, Il, Us

Manage and oversee the daily activities of a client service team charged with engaging clients to drive the insurance renewal process and ensure the best possible solutions are delivered to clients while securing existing business and driving the sale of additional services and lines of coverage. Build relationships client organization buyers and client representatives while guiding team members in addressing client’s risk management needs through consultative conversations.• Facilitate the delivery of training for areas including sales, customer service, and insurance industry knowledge while proactively building cross-functional partnerships with internal/external clients.• Develop strategic priorities including reporting, budget planning, headcount management, and key deliverable planning to ensure the meeting of service standards and the client experience.• Drive achievement of training and operational objectives; prepare and complete action plans and implement training to meet production, productivity, quality, and customer service standards.• Managed reporting to monitor KPIs and key risk indicators, identify trends, and make recommendations to business leaders.• Support employee benefits client service cycle to ensure a seamless renewal process; work with marketing to create open enrollment materials; present benefits to employees at renewal.

Cincinnati, Oh, Us

Led all aspects of relationship management and retention with current and prospective clients, with a focus on serving as a dedicated point of contact in managing services including customer claims, billing, eligibility, and service issues, as well as the annual renewal processes for accounts including the preparation of contracts/agreements with carriers and open enrollment meetings and client presentations.• Managed overall accountability for client satisfaction and enhancing the client experience while driving the implementation of account renewal activities.• Tracked plan implementations with insurance carriers to ensure timelines were consistently met; managed client services including customer claims, billing, eligibility, and service issues.• Set expectations for issue resolution, monitored progress, and delivered continuous education to clients, human resources staff, and employees on products, policies, and procedures.• Cultivated/maintained relationships with customers and acted as a primary liaison between departments and the customer for better service coordination.

Toledo, Oh, Us

Partnered in leading, supporting, and collaborating with client executives and the client service team regarding client employee communication initiatives, issues resolution, and the handling of claims, billing, and eligibility problems while collaborating in the financial analysis of the benefits program to drive improvement.• Successfully set the groundwork for marketing efforts for the current book of business including reviewing, analyzing, and summarizing quotes, and preparing proposals.• Created and distributed client reports, reviewed products/services with clients, and worked with various carrier systems including forms, billing, applications, quoting, rating, etc.• Reviewed SPDs. certificates, and contracts for accuracy; documented all services provided to the client via Benefit Point; assisted in the training, mentoring, and coaching of CS associates.• Coordinates with team in documenting and reporting on employer/employee issues in Benefit Point; eligibility, billing, claims, EOBs, and trends.

Charlotte, North Carolina, Us

Acquired Regions Insurance 7/2/18Engaged with clients to manage the resolution of policy changes, questions, billing, and claims issues while reviewing carrier contracts, SPDs, and benefit summaries for required language and coverage, and processing new and renewal business within timelines and quality standards.• Assisted producers in the design and preparation of sales, marketing, and presentation materials used to increase sales and drive revenue/retention.• Processed enrollment applications and new/renewal paperwork; maintained computer files and applications including Brokerage Builder and Benefit Point.• Provided clients with information including plan information, rates, contributions, and carrier contacts, addressed and resolved client questions, and assisted in delivering employee ID cards.

Dayton, Oh, Us

Collaborated with clients, insurance carriers, and internal teams to manage the servicing of client-focused employee benefit programs including assisting with open enrollment, coordinating claims resolution with all appropriate departments, entering/updating customer data, and assisting in preparing analytics for the review of health partner performance.• Addressed and resolved diverse client inquiries, questions, concerns, or complaints in partnership with internal teams.• Performed maintenance tasks in designated systems, supported the sales team, provided orientation for clients, and traveled to conduct open enrollment meetings and carrier installs.• Cultivated and maintained relationships with clients and insurance carriers; assisted account managers and clients regarding carrier and provider inquiries.• Engaged with clients and employees to deliver education on various carrier programs and enrollment options.• Received multiple Letters of Appreciation from clients and co-workers.

Toronto, Ontario, Ca

Assisted participants in understanding their current loyalty or incentive program guidelines, program benefits, and the use of custom client applications and card websites while assisting participants with their account balances and order inquiries.

Arlington, Virginia, Us

Answered billing inquiries, aided in the collections process, and developed pay arrangements for customers.