Managed product change requests for all product lines including HSA, HRA, HMO, PPO, pharmacy, dental, vision, etc. Ensured approved product change requests were cost effective and reasonable. Functioned as a SME on PMO projects eliciting information from stakeholders in order to document detailed business and system requirements. Collaborated with enterprise cross-functional teams to deploy new programs. Developed new standardized HMO and PPO plans. Subject matter expert to Sales, Underwriting, Legal and Compliance departments relating to benefit design elements.*Launched 12 new Chicago HMO plan designs by simplifying design and reducing premium.*Joined forces with the enterprise managed health team to integrate an array of web, telephonic and claim monitoring wellness tools into our product portfolio, increasing member health awareness and reducing claim dollars.*Directed Massachusetts Healthcare Reform Act compliance efforts by ensuring our standard product offerings and current clients’ plan designs met minimum creditable requirements as mandated.*Redesigned change control procedures for the large group benefit segment. Ensured custom plan designs were compliant with mandates and practical to administer; resulting in increased efficiency of claims handling and lowering administrative costs.*Launched a performance HMO network eliminating high cost providers, reducing premiums, and maintaining a wide selection of facilities and physicians.

Accountable for the strategy, execution, and performance of a department that handled COBRA administration, as well as billing for life insurance, and retiree wellness benefits. Ensured compliance with Federal regulations relating to COBRA and HIPAA. Worked closely with key clients ensuring smooth implementation of new accounts and ensured ongoing client expectations were met.*Transitioned units between Springfield, MA and Chicago, IL offices with zero customer service down time by development of new staff and movement of equipment, files, and software platforms. *Increased quality and production by developing individual, team metrics and quality assurance programs.*Worked with vendors to procure a new COBRA administration software platform, allowing for direct member web access and increasing internal processing efficiency by 35%. *Worked with clients and/or their vendors to implement an electronic system-to-system data feed increasing productivity over 90% versus manual entry.*Worked with banking vendors to create monthly account auto draft for members, increasing customer satisfaction, production, and cash flow.*Reduced missing or lost files by installing an electronic imaging system, eliminating time spent locating and extracting hard copy records.

Provided knowledge and direction to associates in a shared services unit, disciplines included: membership, provider relations, claim policy, banking, image retrieval, security, safety, business continuity, shipping and receiving. Managed difficult and problematic clients and/or processes. Maintained logs for employee and departmental goals and statistics. Direct liaison between associates and management.* Led development of business continuity plans for shared services department and suburban facilities. Engaged in successful site training, drills and corporate testing.* Managed creation of standardized reports demonstrating individual, discipline, and team results; included a production executive summary for senior management review.* Thirty percent reduction of Provider Maintenance back log by distributing work amongst supporting team members and creating logs to monitor turnaround times for work dependent on enterprise Provider Contract Team.

Maintained membership and health plan data via electronic tape/ftp file transfers. Partnered with internal and external customers to establish and maintain usable data formats. Identified and corrected inconsistencies and data formats on incoming file feeds. Queried data via mainframe tools for data analysis and ad hoc reporting.* Led team of four, maintaining 200,000 member database. Reduced error percentage to 0.005% from over 5% through timing of file runs and prompt manual adjustments.* Mentored and trained new staff on MS Access techniques and use of proprietary software and systems.* Assigned to high profile accounts to ensure superior service and client satisfaction.