Stephanie Solorio Email and Phone Number

Manage 18 commercial Accounts acting as primary day-to-day contact for assigned client book of business. Managing client interactions in an accurate, responsive, and reliable manner.• Coordinate group implementation and management with sales, support services, operations, and client services functions of the company.• Testing of benefit plan designs.• Assist with interviewing and identifying potential candidates. • Monitor all project timelines to meet client deliverables. • Manage and lead regularly scheduled client meetings, including agendas and meeting notes.• Maintain and track client action log for all clients.• Maintain client satisfaction throughout plan implementation, post-implementation and all other related service activities.• Build and foster relationships with client contacts through quality service delivery.• Provide consultative support to other operational departments by researching issues. • Perform user-acceptance testing on system enhancements including creating test plans, documenting and communicating test results. • Ensure all client documentation is maintained and updated timely, including but not limited to the BSF, QC and Issue/Action Tracking Log.• Oversees the maintenance of external file submissions (i.e. eligibility, accumulators, etc)• Participate in Quarterly Plan Benefit Review meetings as needed (via phone or in person)• Contact pharmacies to resolve point-of-sale issues.

Managed and motivated CCO Team Leads to meet center goals and project deadlines. Effectively manage multiple projects, exceptional follow through, and respond timely to all inquiries. Work collaboratively with Directors, Managers, and Supervisors to evaluate processes and procedures, as well as suggest methods to improve department operations, efficiency and service to both internal and external customers. • Developed and implemented a Resolution Line Helpdesk to efficiently and effectively assist Customer Care Representatives with questions or escalations.• Provide daily direction and communication to teams of Quality Assurance, Customer Care Representatives, and Team Leads to ensure customer service calls are answered in a timely, efficient and in a knowledgeable manner.• Served as hands-on resource for staff in addressing problems or challenges with work processes, systems and issues that arise with customers.• Promoted and fostered a professional, positive, dynamic team environment through exemplary leadership.• Interviewed and hired candidates.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Healthcare insurance/ PBM experience. Resolved pharmacy issues from members, providers and pharmacies; explained the best solution and expedited correction or adjustment; followed up to ensure resolution. Completed prior authorizations over the phone in the absence of a Team Lead or Supervisor. Top performer, achieved individual performance goals for productivity and quality.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Healthcare insurance/ PBM experience. Resolved pharmacy issues from members, providers and pharmacies; explained the best solution and expedited correction or adjustment; followed up to ensure resolution. Completed prior authorizations over the phone in the absence of a Team Lead or Supervisor. Top performer, achieved individual performance goals for productivity and quality.