Roger Bryant Email & Phone Number

Remote

Cleveland, Ohio, United States

• Master the use and application of software platform and product offerings.
• Ensure the integrity of the data and compliance with HIPAA regulations.
• Provide online guidance to end users (Brokers\HR Managers\Employers\Employees) via inbound phone, chat and email.
• Reference and employ common troubleshooting strategies.
• Think critically and logically to resolve escalated support issues.
• Meet individual and department metrics such as turnaround time, quality of response and customer satisfaction.

Cleveland, Ohio, United States

• Works with client management, their designees, staff and their respective departments to ensure benchmark service, client satisfaction and maximum financial results. Designated contact for managing all client.
• Engages in Customer Objective Setting and Performance Management
• Provides and reviews monthly reporting with clients
• Manages invoice and payment issues for client facilities

Remote

• Primary account contact for managing client relationship and resolution of daily operations issues. Provide implementation assistance for new clients.
• Present ESI’s operational performance metrics to clients on a quarterly basis to promote client satisfaction, client retention and upsell opportunities.
• Generate reporting (weekly\monthly\quarterly) used for cost saving analysis and project planning initiates.
• Administer year end and ongoing benefit plan changes. Provide strategic planning and consulting.

Cleveland/Akron, Ohio Area

• Managed the implementation process and day to day operations for large clients transitioning to Bravo. This included creation of all communication pieces, reporting, web portal utilization and training, result letter.
• Provided senior level strategic planning and wellness solutions enabling clients to achieve desired results from their wellness programs, be it outcomes or participation based.
• Offered compliance guidance and support with interpretation of federal regulations. Appropriately advised clients as to what Bravo sees as trends in the marketplace.

Twinsburg Ohio

• Implementation and maintenance of Managed Care, Self and Fully Insured prescription drug benefit programs. Formulary maintenance.
• Implemented and managed 340B In-Hospital pharmacy programs. Loaded and maintained client specific pricing files and formularies from 340B drug vendors.
• Directed Strategic, customer specific initiatives, which delivered value added services through the execution of client specific business plans.
• Independently directed and managed the day to day customer issues in assigned strategic accounts including the coordination of all operational/tactical issues and customer relationships.
• Managed the coordinating of account/project activities in conjunction with other lead areas of the company (Eligibility, Marketing, Sales and Finance) to implement and manage accounts and/or product lines.
• Provided knowledgeable, responsive service to accounts, including revenue saving and general wellness recommendations.

Solon Ohio

• Provided project management oversight to help drive high quality and timely client deliverables
• Requested benefit modeling and related analysis and made recommendations to client.
• Evaluated client prescription utilization experience to identify benefit trends. Handled day to day issues.
• Reviewed and provided input on client benefit materials such as open enrollment documents, handbooks, summary plan descriptions and employee communications

Cleveland Ohio

Responsible for strategic planning, development, staffing, and financial performance of the Medicaid division. Manage complete operations of customer service call center, enrollment and outreach staff along with implementing and executing state mandated policy and procedures. Increased member retention by over 65%, resulting in $1.3 million dollar.