Responsibilities include:• Serve as the operational manager for administrative services for National Accounts customers • Service products that contribute to the continued growth, profitability and retention of business • Manage the overall delivery of benefits and services for assigned clients• Provides superior customer service to internal and external customer / partners by meeting and exceeding expectations• Investigate, analyze, and develop creative solutions to client - specific problems related to systems, claims, networks, providers, eligibility, ID cards, billing, banking, and portal through active cross - functional team participation• Coordinate all activities for timely implementation of products and services • Proactively monitor and manage customer accounts (which may include Rx, Medical, MHSA, Financial Accounts (HRS, HSA, etc.)• In conjunction with the Strategic Client Executive (SCE) and the Underwriter, provide effective benefit consultation for plan revisions, and legislative changes (including Health Care Reform)• Ensure timely and accurate delivery of client communications (i.e. correspondence and fulfillment materials, ID cards, etc.)• Ensure seamless, complete, and accurate Health Fair and Open Enrollment activity including staffing, order materials, assisting in creating customer specific presentations• Participate and facilitate external client meetings along with the SCE to discuss issue log, open projects and initiatives• Triage and apply critical thinking skills to troubleshoot client issues, providing timely resolution and determining root cause• Support Account Management Team, as appropriate• Meet internal metrics and client goals; measure and report on the quality of service that the business delivers to its clients• Actively maintains professional and technical knowledge by reading internal communications, attending educational workshops / training and reviewing industry related publications

Responsibilities include: • Onboarding and transitioning new clients with Medicare products to United Retiree Solutions.• Leading regular implementation meetings and provide status to leadership.• Generating supporting materials for clients including implementation guides, system reference documents, and standard customer correspondence.• Documenting decisions within a project plan.• Tracking metrics and goals.• Analyzing case data and resolving issues.• Mitigating risks associated to the delivery of the implementation.

Responsibilities included: • Capturing benefit intent of sold retiree benefits, in relation to the client’s existing retiree coverage.• Educating the client on UHC standards and CMS regulations applying to the benefits in question.• Partnering with internal and external business partners to ensure health plan benefits are set up accurately and expeditiously.• Providing proactive solutions to non-standard requests and problems by interpreting and confirming the client request.• Facilitating benefit intent meetings with the customer face to face.• Preparing plan materials which include benefit spreadsheets, benefit summaries, benefit deviations, and benefit comparisons.

Responsibilities included: • Creating summary plan descriptions (SPDs) and consultative analysis of customer created plan documents. • Creating self-funded (ASO) ancillary product and financial documents. • Understanding benefit plan designs, company systems and operational capabilities, and the connectivity between plan language and claim processing services. • Ensuring the customers SPD and other relevant plan documents are available to internal sources for claim adjudication, benefit interpretation and appeal administration, in a timely manner. • Maintaining a collaborative relationship with internal and external customers.

Responsibilities included: • Analyzing policies, certificates of coverage, pharmacy riders, and amendments for appropriate business and legal content before these documents are put into the production system for the customers of UnitedHealthcare.• Acting as a liaison among coding, filing, and implementation teams.• Ensuring production migration is successful.• Training, coaching, and/or mentoring new staff.• Assisting with special projects as designated by management.

Responsibilities included: • Creating summary plan descriptions and benefit booklets (SPDs) and consultative analysis of customer created plan documents. • Understanding benefit plan designs, company systems and operational capabilities, and the connectivity between plan language and claim processing services. • Ensuring the customers SPD and other relevant plan documents are available to internal sources for claim adjudication, benefit interpretation and appeal administration, in a timely manner. • Maintaining a collaborative relationship with internal and external customers.

Responsibilities included:• Managing a complex book of business with use of an intranet based drafting system. • Drafting employer contract documents using base forms within specified timeliness and quality metrics. • Working in consultation with product and legal resources to ensure plan compliance with regulatory and product guidelines, negotiating the resolution of issues through direct customer contact and account management team involvement. • Providing technical assistance to less experienced staff and providing leadership in team and process improvement initiatives.