Client Manager

STEDRA LEAVERETTE

**** ********** **** *******, ** 30824 407-***-****

********@******.*** linkedin.com/in/stedra-leaverette24597b3b

Experienced Health Client Relationship Manager adept at developing often complex client proposals in the human resources industry. Proficient in various business operations including client billing conflict resolutions and implementation of effective business policies and procedures. Specialize in developing and nurturing productive client relationships.

EXPERIENCE

FROM APRIL 2018 - CURRENT

MEDICAL OFFICE MANAGER, TRI COUNTY CHIROPRACTIC

Responsible for the operations and administration side of the medical office. Ensures offices is operations seamlessly by supervising office staff, hiring, terminations, and training of employees, and oversees the billing portion of the office.

Developed standard procedures for a number of different operations within the practice.

Submit medical claims to the insurance companies.

Submit billing statements to the patients.

Perform daily data entry and processing.

Identified process improvements

Process company's response to medical claims.

Overseeing billing, coding and collections.

Reconciles account information.

Supervise secretaries, receptionists, and medical billers and coders.

FROM MAY 2008 – MARCH 2018

HEALTH CLIENT RELATIONSHIP MANAGER, Alight Solutions( Formerly Aon Hewitt)

Relentlessly focused on the delivery of high quality administration and continued to build on my knowledge and operational delivery to maintain strong relationship with client. Lead multiple delivery teams to meet client deliverables while always demonstrating high core values of our book of business.

Provided Client On-site/Off-Site Consulting Representation and Training including Computer Program In-Servicing, Enrollment Meetings, and Q & A Sessions.

Demonstrated ability to work remotely with minimal supervision while effectively managing time to accommodate extensive travel and associated scheduling.

Created and lead effective meeting agendas in order to capture client information, needs, concerns, solution and implementations of additional product services.

Educated and updated clients on procedural, technological, compliance and regulatory changes affecting pricing, workflow, technology and service.

Obtained a detailed understanding of client’s internal processes, culture and workflow to enable better service deliver and enhanced client relationships.

Developed and executed implementation plans; partnered and coordinated with client payroll, Defined Benefits, Defined Contributions, UMB Bank, and Auditors vendors for acquisitions, divestitures, and files exchange.

Promoted a culture of “Asking Why or Why not?”, building continuous improvement.

Mobilized the team internally to move projects forward by leading status meetings and check-ins.

Addressed timing and had knowledge about technical capabilities for project work to client and superiors.

Partnered with technical counterparts for system configurations, testing to ensure accuracy of configuration.

Identified opportunities for custom processes and developed procedures to support out of scope client needs.

OCTOBER 2004 – MAY 2008

BENEFITS OPERATIONS MANAGER, ALIGHT SOLUTIONS( FORMERLY AON HEWITT)

Day to day point of contact for escalations from clients, customer service, and shared services. Lead internal audit projects, attended client status meetings, provided metrics updated for customer service, reviewed escalated CSR calls, managed client plan approved provisions by Health Client Manager, and assisted with implementations project plan task.

Took ownership of work and was accountable for its completion and accuracy.

Problem solved and made effective decisions.

Updated customer accounts per client approval exceptions such as appeals.

Identified issues with operation and notified Health Client Manager with supporting data.

Prepared sections of deliverable with some oversight.

Assisted consulting team with client proposals, presentations, & management reporting.

Managed client open items list and responded to client requests and ad-hoc reporting requests as needed.

Worked with carriers, managing their responses for timeliness and accuracy, and building relationships.

SEPTEMBER 2002 – SEPTEMBER 2004

CSR TEAM MANAGER, ALIGHT SOLUTIONS( FORMERLY AON HEWITT)

Managed a team of 23 Customer Service Representatives effectively decreasing overall call handle time, call wait time and escalations due to quality by coaching and developing agents skills.

Administered CS/HR policies and evaluated performance management of CSR

Executed call/chat evaluations

Identified process improvements

Lead, motivated and developed staff

Acted as technical resource for internal staff and customers

Monitored and controlled personnel issues and worked directly with Human Resources staff

Assessed and measured staff performance

Set appropriate goals for the staff

EDUCATION

MAY 2018

BUISNESS ADMINSTRATION HUMAN RESOURCES, Aiken Technical College

Currently pursuing a BA in Business Administration for Human Resources with a 3.75 GPA and will be graduating anticipated as Fall 2019.

SKILLS

Proficient Computer skills in Microsoft Word, MS Excel, AQT, SQL, Mainframe, Lotus Notes & Power Point.

Strong Communications Skills

Escalation Resolution

Critical and Analytical thinker

Project Management

Develop and maintains strong relationships

Subject matter advisor regarding service, solutions and production options.

Plan Year Fiscal End Year reporting, Financial & Headcount Management

ACTIVITIES

Avid Mentor Leader Lead Back to School Drive for Aon Hewitt

Diversity Leader at Hewitt/Alight Solutions Lead Annual Company Wide Engagements

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