Manager Customer Service
Resume:
T iffany Wilson
Lee’s Summit, MO 64063
ablabm@r.postjobfree.com
Objective: To obtain a professional position in health insurance industry working directly with clients
Education: Rockhurst University Kansas City, Missouri
Bachelors in Business Administration May 2003 Graduate
Personal Fitness Trainer Certification December 2009
Employment History:
April 2010 to Present AccessMED Overland Park, KS
Account Manager/Program Director
• Manage 3 Team Supervisors, Call Center staff and operations for 4 assigned client groups
• Program Liason working directly with clients for internal and external request managing client service
expectations
• Accountable for developing, understanding and adherence to program SOP’s and business rules for each
program
• Continuously monitor program activities and identify opportunities for enhancing current program and
services, while recommending enhancements
• Act as business operations subject matter expert during presentations for clients and potential clients
• Recruit and ensure effective training of program staff. Monitor standards of team performance, motivate
team and attain performance goals and objectives. Evaluate performance, complete promotions and
disciplinary action as well as merit increases
• Routinely updates system with revenue opportunities for assigned clients
May 2008 to April 2010 Guardian Medical Logistics Overland Park, KS
Account Manager, Client Services
• Oversee and manage the daily activities with assigned large accounts
• Monitor and regulate route operations
• Manage 50+ independent contractors and individual medical courier routes
• Recommend an implement new route plan designs and changes
• Ensure effective driver and route resolutions
• Primary responsibility is to ensure the safe and timely delivery of medical specimens
March 2007 to May 2008 DST/Argus Health Systems Kansas City, MO
Lead Account Manager:
• Oversee the day-to-day activities with assigned accounts
• Recommend and implement plan design changes and handles any exceptions
• Recommend additional products and services to increase book-of-business
• Direct assignments and/or projects and provide guidance to Account Managers and Sr. Account
Managers
• Establish and maintain strategic business relationships with customers
• Identify customer needs and recommend, develop and implement options for business solutions
• Liaison for customers to all other departments to ensure responsive and effective resolutions
• Serve as a resource and mentor to team members
June 2004 to March 2007 The Midland Group Overland Park, Kansas
Benefits Coordinator/Operations Manager – Shawnee Mission Medical Center, Cushing Memorial
Hospital, Lawrence Memorial Hospital & Independence Regional Health Center
• Managing day to day activities, questions and concerns of employees
• Implementing and maintaining the initiatives of the Director and the organization
• Monitoring and measuring employee performance, PTO, and ensure proper service levels
• Initial and On-going training and updated training/educational materials for staff members
• Performing audits of employee caseloads, monitoring monthly operational and financial reports
• Working successfully with diverse groups to screen all in-patients for Public Benefits, in helping
hospitals get the reimbursement due to them for the services they provide as well as aggressively
advocating for uninsured patients to ensure each eligible patient receives benefits avail to them
• Provide expertise in public benefits to patients, doctors, nurses and social workers
• Exceptional understanding of State and Federal guidelines for MO and KS Medicaid and Disability
eligibility; On-going education and/or training
November 1999 to June 2004 Assurant Employee Benefits Kansas City, Missouri
New Business Coordinator:
• Proposals and quotes for new business-Life AD&D, LTD, STD, and Dental coverage
• Working closely with sales reps., underwriting, brokers, and policyholders to ensure proper benefits and
premiums
• Answer questions regarding coverages, premiums, and benefits
• Verification and completion of broker license
Underwriter-Risk Analysis
• Perform risk analysis
• Applying underwriting and rating guidelines, calculating and setting of premium rates for Life/AD&D,
Long Term and Short Term disability coverage’s
• Preparation of contracts, endorsements, amendments and certificate booklets
• Calculate rates/premiums
• Interpretation of policy benefits
• Create policy and plan information using Excel and Word
• Work closely with sales office staff, policyholders, brokers and other home office employees to certify
quality and timing of all cases
Commission Analyst
• Resource specialist for other commission analysts
• Maintain 98% quality assurance level for completed work
• Build and maintain client relationships with brokers and sales staff
• Received awards and recognition for customer service, responsiveness and problem solving
• Improved current mail received tracking system
• Assess need for and facilitate department meetings
Technical Experience/Special Training:
• Missouri and Kansas Medicaid and Disability Benefits
• Medical Terminology
• Excellent Proficiency in MS Power Point, Word, Access, s and Excel
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