Sarah Hatfield Email and Phone Number

• Develop service strategy to ensure renewal and growth of business to achieve individual cross sell, growth/retention targets and client satisfaction levels• Conduct in-person meetings with plan sponsors, current and prospective members to present benefits, answer questions and ensure comfort with group products• Collaborate with cross-functional departments including underwriting, product, service operations, utilization management, compliance and marketing to ensure successful onboarding of new, and renewal of existing, clients• Maintain high levels of communication securing continued satisfaction of mutual goals • Create, audit, and update custom client specific training and presentation decks • Audit and update all account related materials including, announcement letters, evidence of coverage, summary of benefits and annual notice of change• Analyze group data to provide relevant and proactive solutions to service issues and trends

• Day to day single point of contact for assigned group clients • Research and provide resolution to all internal and external escalations and inquiries• Schedule and lead regular touchpoint meetings with clients, providing service and support for all group products and services to cultivate key account relationships• Provide all regularly scheduled and ad-hoc report requests related to claims, membership, enrollment, utilization management and all others as requested• Lead customer culture training supporting operations managers, representatives, mentors, and new hires• Build and maintain group-specific tools utilized by Aetna customer service • Own ID card process from beginning to end including creation, customization, and QA prior to release

• Managed 100+ Customer Service Reps including weekly employee metric reporting, career development and engagement, coaching, call quality auditing ensuring departmental compliance • Develop training materials and schedules, interview, and manage new hires during onboarding and training • Lead various projects related to call avoidance, call trends, employee retention and recognition

• Answer incoming member calls to answer questions related to claims, benefits, billing and enrollment• Meet all departmental metrics and guidelines• Follow-up on escalated issues in established timeframes