Kimberly Knott Email & Phone Number

Draper, Ut, Us

Woonsocket, Ri, Us

Oakland, California, Us

Lead team of National Consultants in installation of Fully Insured and Self Funded account benefit plans. Manage customer facing issue resolution and recovery for escalated issues. Collaborate with Regions and National functions defining standard and consistent installation solutions, and streamline processes. Partner with National Sales Management identifying improvement opportunities in customer on-boarding process, and develop a strategy for usage of installation team on fully insured renewal book of business. Focus on Case Installation metrics including installation effective date timeliness.

Us

Provide strategic leadership and direction to team of 23 health care insurance plan Implementation Managers, two Business Managers, and 1500 book of business with highest volume of renewals and new business during peek business environment. Managed regional customer implementations (Arizona, Colorado, Utah, California, Washington State, Oregon) including strategic decision making and execution at regional and national levels; ensured project implementation and satisfaction metrics were met and Implementation Manager performance met Sales/Account Management team expectations and requirements.Resolved large account escalations working with customers and brokers to define and resolve health plan implementation issues. Monitored monthly trends and performance against key metrics and developed corrective actions; implemented monthly scorecard indicating team performance metric results including customer satisfaction survey results, quality scores, and completion turn around times. Provided action plans to resolve and improve low performance implementation scores; analyzed project status reports addressing and resolving missed project target dates and customer delays affecting project target dates. Led migration of Pacificare customers to UHC products and platforms including notification and assignment process, policy and procedure documents, timeline with task and turn around times Implementation Manager and sales training, and national communications plan.Resolved implementation timeline discrepancy, impacting project schedules and turn-around times, by implementing national team knowledge assessment (200 implementation managers) indicating need for training on timeline development and polices and procedures. Recommended solution, to senior leadership team, resulting in elimination of timeline extensions caused by inaccurate customer requirement plan designations.

Us

Participated in development of initiatives and processes nationally to support a new implementation management organization. Strategic planning and problem solving at a national level. Collaborated with senior leadership teams and provided direction/data to support operational decisions and changes. Supported Senior Director, based on expertise in plan implementations.Developed and executed integration of a National Customer Outreach Program offering clients options to speak with senior leadership team members and ability to provide feedback on implementation satisfaction levels. Resulted in trend analysis and improvement implementations

Us

Accountable for overall customer implementation satisfaction for middle market clients in Texas, Arizona and Tennessee. Managed and developed Team of 30 Client Implementation Managers. Built relationships with sales/account management, employer groups and brokers and served as primary contact for elevated service issues. Increased team results, by providing effective direction in achieving department goals and metrics.Selected as the Pilot to launch the National Implementation Management Organization, which replaced the client services organization.

Us

Developed strategies and managed initiatives to improve process/outputs and minimize cost standards.Built and created alliances with customers and internal business partners to achieve goals and objectivesProvided effective direction to twenty five Client Service Specialist and maintained a positive work environment that supported high performing teams and rewarded people based on performance.Performed all required supervisory and human resources tasksincluding hiring, training, development, compensation, career development and performance management.

Bachelor Of Arts, Spanish

Masters, Health Services Administration

Masters Certificate, Project Management