Rachel Watts Email & Phone Number

Elk Grove Village, Il, Us

Deerfield, Illinois, United States

Chicago Il

Chicago Il

- Assist human resource teams with creating and implementing a well rounded benefit package for their employees.- Review all health related benefit lines of coverage and compare to normative data.- Market and negotiate benefit lines of coverage as needs of the client dictate.- Assist human resource teams with open enrollment communications and system setup processes.- Confirm all clients are in compliance with policies and procedures for federal and state levels.

- Conducted all business activities related to the previous Advocate II role- Implemented new project work for large scale client- Created training documents for new project work- Adapted with continuous changing program formats/methods- Corroborated with internal departments and client contacts to create new programs and adjust any issues that arose. - Provided weekly and monthly reporting to clients

- Demonstrated behaviors of a "Lead Escalation Member"- Served as primary point of contact for necessary clients. - Demonstrated the accountability and the capability to manage any client interaction. - Showed strong verbal and written communication skills in working with clients.- Implemented all new clients for our department to begin assisting with death processing- Created training program for all new Benefits Resolution Team members and served as a role model for new and existing Benefits Resolution Team members.- Contact all necessary participants in a Supervisor capacity

- Communicated with employees regarding their health, dental, lifeinsurance and pension benefits, after the employee escalated the issuethrough their employer.- Articulated the real meaning of often incomprehensible language ofbenefit policies, so that the employees could understand theboundaries and complexities of each situation.- Calmly explained benefit details to employees filing claims, andensured that a quick resolution was forthcoming.-Processed all notifications of deaths for clients’ employees and retirees. Remained primary contact for family members until all necessary benefits were paid and processed.- Produced the "Deep Dive" report that indicated closedescalations, root cause analysis, and suggested steps to avoidrecurrence. Presented monthly "Deep Dive" report to clients, andreviewed the details of what suggested changes could reduceescalations.- Compiled root cause analyses of escalations, and identifiedpossible changes to prevent similar problems in the future.- Generated weekly reports of overdue cases between departments. Notified all necessary departments of the cases pending.- Communicated monthly with clients to provide status updates, issue resolutions, possible escalations- Periodically substituted duties of my manager.

- Communicated with employees regarding their health, dental, lifeinsurance and pension benefits. Opened any necessary cases timely and correctly for research to be completed.- Led the "Hot Alerts" project, which facilitated resolution ofnegative surveys from employees. Coordinated a team of associates topromptly resolve volatile reviews which proactively mitigated risk.- Managed the "Participant Messaging" process, to efficientlyrespond to email requests/questions from participants. Audited the team of associates to confirm correct information is provided and cases being reviewed.- Managed inter-department communication of escalation workflowresolution. Identified flaws in the process, and suggested manyimprovements that reduced overhead, and streamlined the day-to-dayprocedures.- Led the "Step Two Closeout" project that automatically identifiedopen issues in other departments and followed up before the caseescalated.

- Coordinated on-site visits of off-site medical professionals toclient nursing facilities.- Single point of contact for all scheduling and other issues.- Developed visit schedules through on-site coordination andinteraction with medical staff.- Provided administrative support involving data submission, reportgeneration, follow-up contact, service recommendation and conflictresolution.- Periodically substituted duties for my manager- Acted as liaison between field agents and corporate contacts