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effective and efficient account management

Columbus, Georgia, United States
May 22, 2018

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Denise Woods Kennedy

*** ******** ****, #***, *********, GA 31525

803-***-**** *

Objective: To pursue an opportunity within a productive work environment that will further develop my experience in service and administration of healthcare.

Skills: MS Word MS Outlook MS Excel

MS Publisher MS Power Point Video/Web Conferencing

Education: Strayer University, Columbia, South Carolina

Masters of Science in Healthcare Service Administration

Graduated: June 2016

Limestone Extended College, Columbia, South Carolina

Associates of Arts in Business

Graduated: December 2013

Bachelor of Science in Healthcare Administration

Graduated: December 2014

Midlands Technical College, Columbia, South Carolina

Associates Degree in Administrative Office Technology

Certificate in Office Support Specialist

Graduated: December 2011


Aflac/Ranstad – Columbia, SC

March 2017 – Present

Sr. Account Service Coordinator

Account contact for accounts with 500 – 1000 employees to clients and field representatives; acted as a liaison coordinating account maintenance activities such as the accuracy of deduction administrated for benefits; communicated with clients and other business units outcomes of account issues with a sense of urgency

Supports enrollments in conjunction with the Broker Relations Executive, Account Executive, Implementation Coordinator, and supporting business units to ensure new business is processed in a timely manner

Updates and maintains account profiles, such as delivery & communication of products, dates to remember, and program administration for effective and efficient account management

Monitors requests for special handling and ensures service levels are met across administrative areas

Provides on-going client support for servicing needs; works with internal and external parties to ensure that the client’s service objectives and needs are being met; creates and analyzes audits to identify potential risks and trends related to the client

Analyzes and completes reports to identify financial trends; maintains a record of service efforts and results; implements the appropriate activity to resolve service and administration concerns; partnering with the supporting business unit as needed ; periodically contacts payroll accounts to ensure service objectives have been met; conducts proactive payroll account audits to identify potential issues; coordinates or performs payroll account maintenance as necessary to ensure prompt and efficient service; facilitates meetings or conference calls with appropriate parties to include, management, supporting business units and other areas as needed to address payroll concerns surrounding account status and/or service objectives

Develops and implements the testing of new ideas to increase service efficiency and client satisfaction; gathers, organizes, and prepares data for internal and external purposes; conducts/facilitates presentations to current and prospective large and/or payroll accounts; visits accounts as necessary to resolve service issues or secure business relationship

Coordinates efforts with Individual / Group for shared cases for billing issues on Shared Cases.

Performs other duties and projects as required and assigned.

Aetna/SRC – Columbia, SC

February 2002 – December 2013

Executive Administrative Assistant May 2008 – December 2013

Support an average of 20 individuals to include: Account Managers, Executive Level Managers, Underwriting and Sales

Update and maintain producer licensing for agents that sale limited medical, dental, life, STD and HIP benefits

Enroll agents and maintain continuing education credits

Produce a variety of correspondences, reports and presentations using the appropriate software

Coordinate land and air travel arrangements through Concur Travel System

Submit travel and other expenses for payment or reimbursement

Coordinate AWEA (Aetna Way Excellence Award) for employees elected by their peers for excellent service

Set up broker licensing for commissions and validate broker is in compliance with state they do business in

Video and/or Web conferencing coordinator

Answer routine telephone calls and furnish information pertaining to sales and new business

Open, sort, distribute, scan, organize, prioritize and respond to mail

Coordinate calendars; schedule meetings, room reservations and hospitality arrangements

Operate and maintain various office equipment

Order and purchase supplies and equipment requisitioned by staff members

CMP (Crisis Management Plan) Leader – Lead designated group to safety zone during emergency evacuations and account for all present.

EAB (Employee Advisory Board) Member – Selected to represent peers and meet with selected peers from other departments to discuss and improve work flow processes or ideas for employee morale.

Quality Assurance Specialist/Floor Supervisor, February 2007 – May 2008

Coached customer service staff on work procedures including, but not limited to, Proper call handling and maintaining call quality standards;

Provided ongoing feedback and acted as a subject matter expert in addressing procedural issues with team or individuals

Conducted audits ensuring compliance with performance standards are met, such as quality, accuracy and timeliness

Performed call monitoring

Reported on performance results and provided development of action plans for staff and unit effectiveness

Answered phone calls, responded to written inquiries, and handled escalated issues in support of work performed by customer service and/or supervisory staff

Ran reports thru eWFM and CMS of adherence, compliance and schedules, as well as, monitor RTA and SMT systems

Provided technical and subject matter expertise relative to policies, procedures, and customer service applications/system tools

Acted as liaison between unit and other areas, including management, communicating workflow results, plans and solutions

Monitored the participation and completion of Web-based training for call center staff and completed appropriate follow-up with manager

Claims Benefits Specialist, November 2004 - February 2007

Analyzed and approved routine claims in accordance to applicable system functions available

Ensured accurate and timely claims processing

Applied medical necessity guidelines

Determined coverage, complete eligibility verification, identify discrepancies and apply all cost containment measures to assist in the claim adjudication process

Coordinated responses for routine phone inquiries and written correspondence related to claim processing issues

Maintained accuracy and production standards

Knowledge of medical terminology and ICD-9 coding

References Available Upon Request

Breif description of current responsibilities:

Denise Kennedy, Account Service Coordinator CAIC Operations

Denise Kennedy began her career with CAIC in 2017 in the Group Enrollment Department. Mrs. Kennedy works closely with her state operations and accounts to establish excellent customer service and account maintenance activities. Mrs. Kennedy works diligently with the Aflac agents and account profiles with effective and efficient account management in order to ensure service objectives and needs are being met across administrative areas.

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