• Manage a team of 27 direct reports across 6 departments for 3 companies• Complete overhaul of department processes allowing for increased service levels• Reworking of training process and materials resulting in shortened new employee ramp time• Creation and launch of new products to achieve greater product penetration• Spearheading of project across health division to establish best practices and operational consistency across companies

• Process improvement implementation resulting in annual company savings over $100K• Development and successful launch of new product offerings• Consult for process improvement with all companies within the Chicago office of the Health SMB

• Training, managing and growing a team of off-shore resources• Management of all 3rd party vendors• Rollout of customer facing technology upgrades, including email migration and CMS upgrade• Provide monthly reporting on company performance along with churn analysis

• Handle all billing issues including adjustments, pricing and refunds • Responsible for assigning and managing work flow amongst the client service team• Address escalated calls and provide final determination of processing account cancellations• Develop policies regarding billing issues and oversee implementation

• Analyze medical claims• Provide further investigation on claims with written and verbal correspondence to insurance adjusters and personal injury attorneys to determine recovery potential for clients