Customer Service Manager

SUMMARY

Well-organized, highly detail-oriented, versatile. Excellent oral and

written communications skills. Proficient in Microsoft Word, Excel,

Access and PowerPoint. Vast knowledge of healthcare insurance

products, funding types and benefit administration guidelines.

Significant project management experience.

WORK EXPERIENCE

Jun 2007 - present

CIGNA Healthcare - Client Installation, Cincinnati, OH;Tampa, FL;

Chattanooga, TN

Implementation Manager

. Manage the processes involved in the installation of health

insurance benefits for assigned accounts, including, but not

limited to benefits, structure and billing set up, eligibility

collection, ID card distribution, and preparation of plan

materials such as administrative documents/customer education

materials.

. Facilitate meetings/conference calls between brokers/clients,

sales and other downstream areas.

. Gather critical information from client, broker and sales and

surface, negotiate, and resolve all issues relative to the

implementation process, plan design, and timing of deliverables.

. Provide support to assigned accounts by responding to inquiries

from internal and external partners and resolving complex issues

using independent judgment and discretion.

. Maintain benefits plan data and source documentation for all

assigned groups.

. Ensure all implementation milestones are achieved in a timely,

efficient manner.

. Accountable for successful account implementation.

Apr 2004 - Jun 2007

CIGNA Healthcare - Benefits and Contracts, Chattanooga, TN

Senior Contract Analyst

. Analyzed, interpreted and explained state and federal insurance

mandates, contractual provisions and product principles.

. Applied legal/regulatory concepts to insurance contracts and

related forms.

. Researched and responded to inquiries from internal and external

partners regarding health insurance legislation, creation of

summary plan descriptions, and benefits.

. Drafted and edited summary plan descriptions for middle- and

small-market groups under strict deadlines using high quality

standards.

. Serviced caseload of over 500 group accounts ranging from 50 to

5,000 lives.

. Solely supervised processing of cases with less than 50 members

for the Southeast region.

. Acted as a mentor, technical coach and partner to off-shore

vendor analysts.

. Negotiated timelines for deliverables with field partners and

clients.

. Routinely participated in other projects and initiatives

directed by management.

Nov 2002 - Apr 2004

City of Chattanooga - Economic and Community Development, Chattanooga,

TN

Community Development Specialist

. Coordinated implementation of programs funded by the Department

of Housing and Urban Development (HUD), including monitoring,

financial and project performance reports, marketing strategies,

and compliance reviews.

. Assisted in preparation of various reports to HUD. Conducted on-

going community needs assessment.

. Served as contract manager for all agreements with grantees of

HUD program funding, developing, drafting, negotiating and

reviewing contracts and contract amendments.

. Performed on-site interviews and financial audits of grantee's

records and files to ensure compliance with program guidelines.

. Prepared RFPs (Request for Proposals) relevant to assigned

projects.

. Monitored progress of various infrastructure projects (street

paving, installation of sidewalks, street lights) and

beautification projects (pocket parks, landscaping) funded by

the office.

. Photographed and investigated housing units and other real

estate for acquisition and/or development by the City of

Chattanooga.

. Managed daily operations of a supportive housing program,

including scheduling housing inspections and authorizing

payments of utilities and rent.

Oct 2001 - Nov 2002

Blue Cross / Blue Shield of Tennessee, Chattanooga, TN

Bio-Statistical Research Associate - Health Services Research

. Produced quarterly practitioner performance profiles and other

departmental reports using Microsoft Excel, Access and SAS.

. Provided support to other staff with reports, research,

analysis, data entry, database creation, presentations and

projects.

. Supported senior staff with instruction and facilitation of

software training workshops.

Customer Service Representative - BlueCare Customer Service

. Assisted health care providers and members with coverage,

eligibility, benefits, and claims information.

. Consistently exceeded quality standards in customer service,

resolving issues with speed and accuracy.

EDUCATION

The University of Tennessee at Chattanooga,

Master of Public Administration, May 2001

The University of Tennessee at Chattanooga,

Bachelor of Arts - Mass Communication, Minor: English, Aug 1999

OTHER

Six Sigma - Yellow Belt Certification, June 2008

Certified Tennessee Real Estate Education Systems Graduate, July 2003

U.S. Department of Housing & Urban Development - Fellow, The

University of TN at Chattanooga, Sept 1999-May 2001

East TN Chapter of ASPA Excellence in Public Administration Award,

2001

Intern, Office of Congressman Zach Wamp, May 1999-Aug 1999

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