Rachel Leclair Email and Phone Number

- Onboard new cases in the 100-999 life market- Build relationships with sales reps, broker and group administrators- Educate brokers and groups of our products and processes

• Have knowledge of all group protection products (Life, LTD, STD, Vision, Dental, Accident & Critical Illness), systems and processes• Ability to develop, manage and maintain successful relationships by using exceptional interpersonal skills• Handle escalated service issues• Provide excellent verbal and written communication through e-mail and phone• Accountable for providing outstanding customer service to successfully resolve customer issues to increase customer retention

• Reviewed initial long term disability claims for eligibility, which includes reviewing incoming medical documentation, and determining if it meets disability requirements.• Conducted ongoing claim management to determine continued benefits, including approving monthly payments, and triaging the claim through the different departments within the company.• Mentored new benefit specialists

• Successfully opened new $4.5 million, 11,000 square foot facility, which included an Ambulatory Surgery Center, Ambulatory Clinic and MedSpa. Worked with owners, architects and construction team to facilitate project completion by coordinating deadlines, deliverables and communications. Organized new business office-purchased equipment, planned space layout, established filing systems, and developed office procedures. • Completed annual budgets for all aspects of the business and responsible for staying within budget.• Hired, trained, and supervised staff and maintained the budgets, payroll and purchasing for the practice• Managed and coordinated the day-to-day functions of the front reception and MedSpa areas, including staff schedules, policy compliance, identifying staff needs, and product stock.• Handled situations with upset clients/patients and resolved conflicts to ensure customer satisfaction.• Covered the front desk as needed answering multi-line phones, triaging patient calls, scheduling clinic appointments, completing financial transactions, checking patients in and out, and selling retail products.• Purchased retail products, office supplies, equipment and some medical supplies.

• Successfully began a brand new Plastic & Reconstructive Surgery Residency Program. This was done by attending educational conferences, completing on-line requirements for the ACGME, preparing for an on-site visit from the ACGME, developing filing systems, coordinating lecturers for weekly presentations, and putting together interviews for candidates coming in from all over the country.• Put into place tools for improved resident education including training about resident fatigue, portfolios to demonstrate personal development and 360 degree evaluations, all in accordance with ACGME guidelines.• Incorporated new software program to monitor resident work hours to be in compliance with the ACGME 80-hour work week rule as well as maintain the program’s 360 degree evaluations.• Created forms to more efficiently schedule patient surgeries and minimize incoming patient calls.• Converted physicians paper calendar to electronic calendars through their Lotus Notes which increased the physician’s efficiency.• Coordinated residency program interviews and weekly lectures• Maintained appropriate files for the residency program to be in compliance with ACGME and University requirements• Resolved patient conflicts• Supervised part-time and student workers• Answered busy multi-line phones, directed patient calls, typed, filed and copied for office staff• Coordinated travel arrangements and reconciled corporate purchasing card transactions