STEPHANIE D STEPHENS

**** *** ******** ** ** · 770-***-****

ad05fo@r.postjobfree.com · LinkedIn Profile

Growth-focused, detailed oriented professional, with exceptional experience in benefits analysis, benefits administration, claims adjudication, healthcare administration, medical billing, medical coding, and problem resolution, customer service, and problem resolution. Strong leadership skills that produce high-performance teams in achieving corporate goals and objectives. Translates vision into action that drives productivity, operating efficiency, sustainable cost reductions, and net earnings while continuing to support critical business operations within a highly competitive industry. Researches complex participant benefit issues and formulates resolutions/recommendations by analyzing fact patterns and applying plan provisions and best practices. Provides resolution in accordance with due dates and documents processes.

EXPERIENCE

02/2022 – 04/2023

BENEFIT SERVICE SPECIALIST, TRINET, INC. REMOTE

• Responsible for data entry based on employee online elections, life status change forms or benefit enrollment forms. Researched and corrected benefit enrollment issues and/or benefit carrier file discrepancies.

• Responded to and/or contacted TriNet colleagues and customers as required to resolve health benefit related inquiries, issues, or escalations.

• Maintained general benefit life event processing; monitored and corrected errors accordingly.

• Ensured employee coverage changes were updated with benefit vendors in a timely manner.

• Processed medical support orders, evidence of insurability reports, billing discrepancy reports, and/or ensured compliance with state specific benefit coverage regulations based on report output.

• Answered questions regarding worksite employee benefits, TriNet plans and government regulations and processes.

• Provided other administrative and data entry support in related departments including, but not limited to COBRA, Leave of Absence and Flexible Spending Account.

• Worked cross-functionally with colleagues to deliver exceptional customer service and build cohesive interdepartmental relationships.

09/2020 - 01/2022

BENEFITS PROGRAM COORDINATOR, SIGNATURE CONSULTANTS VIA BANK OF AMERICA (CONTRACT) REMOTE

• Adapted to change quickly and was proactive to remain current in all training and business updates.

• Possessed ability to manage risk while ensuring optimal value and outcomes were achieved.

2

• Demonstrated a sense of commitment to work, and willingly assumed responsibility for accomplishing objectives.

• Exhibited dependability and conscientiously followed through on commitments.

• Took ownership of all outstanding issues assigned to me & completed them through to conclusion.

• Possessed effective listening skills with the ability to determine root causes quickly, checked for shared understanding, and addressed misunderstandings promptly.

• Handled difficult/urgent situations and conversations and worked well under pressure while maintaining professional rapport and confidentiality.

• Demonstrated a pathway of delivering exceptional Customer/Client Service.

• Exhibited experience in researching, documenting, and escalating issues as required.

• Possessed excellent verbal and written communication skills – and was able to understand and explain complex topics to lay people in clear, concise and understandable terms.

• Showed competence in working in multiple information systems simultaneously and solid general database knowledge with the ability to multi-task & toggle into various systems

• Efficient with a strong prioritization in time management skills 11/2019 – 03/2020

BENEFITS COORDINATOR, ULTIMATE SOFTWARE (CONTRACT) ALPHARETTA, GA

• Served as a point of contact for clients.

• Provided telephonic and email support to employees regarding enrollments and related questions through the Benefits Employee Engagement Center.

• Established and maintained effective relationships with client’s benefit and HR managers.

• Corresponded with benefit carriers to validate benefit coverage.

• Responsible for creating and monitoring client interactions via CRM system. 04/2016 – 12/2018

BENEFITS SOLUTION SPECIALIST, ADP, INC. ATLANTA, GA

• Supported Major Accounts Comprehensive Service clients from a practical, administrative and product perspective.

• Secured, updated and confirmed appropriate information from enrollment-related internal and external sources (e.g., brokers, carrier account managers, client leadership, etc.) to support the configuration of the WFN/HRB application and associated integration/connections resulting in a successful annual enrollment event.

• Managed activities within the project management tool related to the analysis and preparation for the enrollment process, including required system/profile/information gathering, requirements analysis, system updates, quality testing, data migration, and resulting deliverables. Provided WFN Benefits expertise.

• Provided guidance and research in response to a wide variety of questions, requests, projects and issues presented by client HR/Benefits Administrators.

• Generated reports and was responsible for monthly invoice reconciliation.

• Built employee enrollment portals including plans and adding rates for client demonstrations.

• Participated and in some instances took the lead on projects related to compliance, process improvement, standard operating procedures enhancements, technology rollouts and releases.

3

• Worked closely with a client’s benefits provider(s) to resolve eligibility issues and to escalate service and/or claims issues on behalf of employees.

• Acted as the primary point of contact for service teams and internal business partners regarding execution, governance and approval of various functions including but not limited to processing pending events, evidence of insurability, enrollment documentation adjudication, dependent verification, manual carrier updates, carrier connection management & error resolution, quality assurance & audits, reporting, data integrity audits, confirmation statements, and other transaction and batch processing. 06/2015 – 04/2016

ACA ANALYST, FUTUREWAVE SYSTEMS VIA ADP (CONTRACT) ATLANTA, GA

• Served as a subject matter expert to clients regarding eligibility, affordability, reporting, analytics, technology and integration to service ADPs largest clients.

• Solved client problems by ensuring a consistent and superior client experience, taking a broad perspective to identify solutions.

• Provided active tracking of current employees to ensure eligibility compliance.

• Determined benefit plan affordability for each employee with an ACA benefit status of full time

• Set up the enrollment process for ACA eligible employees.

• Managed overall performance of client interactions according to corporate standards and guidelines.

• Ensured quality standards, performance metrics and service levels are met or exceeded.

• Worked proactively with clients to provide information, best practices, and training. 05/2014 – 12/2014

BENEFITS ANALYST, MORNEAU SHEPELL (CONTRACT) ATLANTA, GA

• Reviewed, updated, managed eligibility data, responded to HR, billing and payroll inquiries, while reviewing and responding to carrier file error reports.

• Ensured services were being completed within the defined internal/external Service Level Agreement timelines.

• Assured that documentation existed for all ongoing processes.

• Completed quality assurance testing of internal web applications.

• Managed the full cycle COBRA process in accordance with Department of Labor requirements.

09/2013 – 02/2014

BENEFITS OPERATIONS ANALYST, AON HEWITT (CONTRACT) ATLANTA, GA

• Researched complex participant benefit issues and formulated resolutions/recommendations by analyzing fact patterns and applying plan provisions and best practices.

• Provided resolution in accordance with due dates and documents processes.

• Conducted system edit clean up including researching and determining reasons for errors and resolving errors which may include working directly with client.

• Manually performed benefit processes and complex calculations that are not automated, requiring plan knowledge, analysis, and interpretation.

• Identified and recommended a methodology for completing calculations by referencing guidelines and best practices and validated recommendation with Benefits Operations Manager for final approval.

4

• Worked with the Benefits Operations Manager to recommend process improvements and coaching and training opportunities that were identified from participant issues, recurring edits, process delays, and quality problems.

• Created, monitored and managed network and helpdesk tickets to ensure issue resolution and customer satisfaction.

EDUCATION

MASTERS DEGREE, UNIVERSITY OF PHOENIX 3.7 GPA

HEALTHCARE ADMINISTRATION

BACHELORS DEGREE, SPELMAN COLLEGE

ECONOMICS

AMERICAN ACADEMY OF PROFESSIONAL CODERS

CPC CODING LICENSE

MEDIX SCHOOL

MEDICAL TRANSCRIPTION & TERMINOLOGY

SKILLS

Windows Software: Microsoft Vista, XP, NT, 2000, and Microsoft Office Suite (Word, Excel, PowerPoint and Outlook), Financial/Billing Systems and Software: Peoplesoft 8.0, Peoplesoft 8.8, Medisoft, Dentrix, Ticketing Systems: Lotus Notes, Seibel, TBA, Maestro, Benergy, MACESS, Diamond, Medisys, HRB, and Unisys, PlanSource, Ultipro, Excel Smartsheets, WorkForceNow, Salesforce

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