Zachary Steinke Email and Phone Number

Remediating identified reporting, staff knowledge, and process gaps, through the design and implementation of additional reporting vehicles, process changes, and job process aids and guides, with input and cooperation of various stakeholders including QA, Compliance, and Operations staff.Preparing and presenting analyses of the correlating and driving factors for month to month and week over week deviations in KPI metric performance from PowerBI, CRM, and other data sources. This included deep dives into the content of calls, gaps in process or product knowledge, and identified behavioral issues. Created and managed a variety of community, site, and enterprise-wide initiatives and incentives to further our shared cultural values and performance goals. This included local charity events, employee recognition, and incentives programs for any identified needs. Represented the company as point-of-contact in client-facing meetings around a variety of weekly and monthly deliverables including monthly and quarterly client reviews.Completed onboarding and training processes for staff under the VOC, Reporting, and Culture and Engagement positions on-site at our new Honduras offices in Tegucigalpa for a length of two months, and continued assistance and oversight virtually.

As a certified subject matter expert in Medicare, specifically, Humana Medicare Advantage Plans:Managed the learning process for New Hire and upskill training with classes ranging from 15-50 employees both in-person and virtual settings.Completed necessary administrative accountings of classes’ make-up, progress, and any documented hurdles to learning. Acted as a Subject Matter Expert for other stakeholders when needed for process evaluation and Curriculum development.

• Preparing training materials and conducting departmental and inter-departmental trainings, including those with our overseas division.• Acting as the departmental reporting analyst. o Conducting ad-hoc reporting, and analysis of plans’ including claims trends and ensuring compliance.o Completing pre- and post-audits of claims.o Preparing daily reconciliations of plans to ensure SLA and contract compliance.• Representing the CDA department in internal and external claims and compliance audits.• Acting as the main department representative with clients and other internal management staff.

Assisting the Department Supervisor in coordinating the overall success of the Health and Welfare Department. Managing the workflow of the claims processors, keeping track of processing dates, identifying and enforcing overtime requirements and redistribution of workload to ensure timely completion of departmental deadlines and established benchmarks.Processing corrections of claim reimbursements, taking into consideration the trading of invested funds, and regulations regarding OPEB and 115 trust funds. Approving and, if necessary, researching mid-year election changes to section 125 plans ensuring they meet the standards of the current IRS guidelines, QLEs and consistency rules.Acting as a point of contact for plan sponsors, business partners, and employers to resolve participant level or plan level issues. Creating, modifying and peering the accuracy of Crystal Reports.Drafting and gaining final approval of SOP's, authorized forms for participant use, and language of websites.Performing ad-hoc reporting either from established reports or coordinating the creation of reporting as necessary.Advising on, and performing migration of data from differing software systems - Oracle based to web-based utilizing EDI templates. HR duties including interviewing, performance reviews, coaching, write-ups, and documenting attendance and new hire progress.

Acting as a support to the department and claims processors. Processing incoming mail for distribution.Researching and performing reconciliation of accounts and plans.Processing claims against HRA and FSA plans in accordance with section 213(d), publication 502, and plan provisions as defined in current Plan Documents. Responding or forwarding for completion request and inquiries from Plan sponsors, Employers, and Participants regarding accounts, reimbursements, and plan structure.

* Monitoring daily call performance of all agents across contact center environment, following all processes. * Creating and maintaining electronic workbooks detailing call flow, and handling. * Analyzing trends and providing input on improving contact center quality in regard to performance * Proactively preparing recommendations for process improvement * Ensuring that client processes and procedures were met on a daily basis * Creating scorecards with respect to improvements on member experience or efficiencies gained within the center.