Joy Levy Email & Phone Number

Orlando, Florida, United States

Pushing what's possible to create wildly successful customers!Coordinated all tasks necessary for successful Open (Annual) Enrollment:* Gather Requirements from client* Create detailed task list and timeline that was shared with the client and internal partners.* Led weekly client calls to review progress of tasks and make sure we were on schedule for all deliverables* Utilized GANTT chart with internal partners to manage progress* Performed system updates; configured system to match eligibility requirements and plan rules in accordance with client provisions. * Partnered with carriers to develop requirements for files and coordinate schedulingDrove Client Satisfaction - Improved Client Health* Led ongoing calls with client to address concerns* Worked closely with colleagues to resolve system issues and identify opportunities for enhancement.* Coordinate with Brokers, Carriers and other External Partners to create processes and resolve discrepancies* Oversaw 50% improvement in Net Promoter Score based on satisfaction rating of multiple clientsAffordable Care Act* Consulted with clients to help them understand requirements for system configuration (Safe Harbor Rules, Affordability Criteria, and Measurement plus Stability Periods)* Partnered with clients throughout the year to monitor data related to eligibility and identify potential penalties* Guided clients through the yearly ACA Reporting Process - reviewing data, approving forms, and transmitting to the IRS. Also provided assistance in resolving IRS Reporting errors.* Identify situations where state reporting was needed.

Orlando, Florida, United States

Reviewing FSA claims to determine eligibility and processing appropriately

Orlando, Florida Area

Responsible for the overall delivery of benefits for multiple clients. Provided support to HR representatives on use of company tools.Identified and resolved individual employee issues - including eligibility questions, claims inquiries, and payroll deduction reconciliation.Analyzed data to identify trends and opportunities for process improvements. Collaborated with colleagues and client to implement enhancements.• Worked with Technology, Customer Care, and Client Delivery team members to facilitate the transition of benefits records for a major client (over 100,000 participants) from a mainframe database system to a cloud driven platform • Analyzed Workflow trends to identify opportunities to improve delivery. Partnered with Customer Service management to clarify Customer Care tools and provide additional training. This resulted in a 10% reduction in Workflows started. • Managed reporting of quarterly Service Level Agreement metrics for over 200 clients. Identified metrics that were common across multiple clients and partnered with Technology and Operations team members to ensure a consistent and accurate reporting process. Minimized errors and reduced the time needed to complete the report from 14 business days to five business days.• Consulted with clients to help ensure provisions were aligned with compliance and best practice guidelines

• Created a Standard Operating Procedure for Escheatment Process to accommodate a Fortune 500 company• Coordinated the implementation of processes for a Retiree Exchange for a Fortune 500 client• Performed Payroll Audits to ensure recorded deductions in the Your Spending Account system matched client’s payroll records. For Health Savings Accounts, coordinated with the financial institution to ensure deposits were received and posted.• Managed Client Delivery of Employer Group Waiver Plan for two clients. This helped them reduce costs for retiree health benefits while still honoring their agreement with former employees.• Insured timely delivery of accurate Financial Manager reporting for over a dozen clients. This monthly process was used by the clients to pay health insurance plans for employee coverage.

• Created and executed test plans for system updates and ongoing processes• Coordinated and managed processes for deployment of tasks to offshore locations. This resulted in a seamless transition of responsibilities.• Improved team’s timely close out percentage for participant specific issues over 35% from First Quarter 2006 – First Quarter 2007.

* Answered calls from clients employees, processing transactions and responded to questions and issues regarding health and 401(k) plans. * Created training documentation for newly implemented clients