Customer Service Account Executive
Resume:
Gilbert Bracero
HEALTHCARE ACCOUNT EXECUTIVE
ad12n2@r.postjobfree.com
Lancaster, PA 17601
SUMMARY: Account Executive with experience in a fast-paced insurance environment. Proven history of exceeding sales goals and driving customer satisfaction. Skilled in providing excellent customer service, upselling products, and developing relationships with customers and providers across Pennsylvania and New York.
EXPERIENCE
INSURANCE BROKER ACCOUNT SPECIALIST, UnitedHealthcare Pennsylvania November 2015 - August 2023
Managed insurance broker relationships state-wide increasing CHIP enrollments to health plan.
Identified prospect brokers and made cold calls to generate leads.
Cultivated relationships with healthcare providers, FQHCs and other health service organizations.
Created internal solutions to incentivize brokers leveraging extensive knowledge of the CHIP product.
Managed the financial process for referrals received and monitored payments to brokers based on contract agreements.
Updated training materials for brokers and conducted training regularly to ensure brokers remain complaint.
Maintained accurate records of all broker activity using Salesforce.
Monitored competitor trends and market shifts to maintain company relevance.
Trained new employees in company policies and strong sales techniques.
COMMUNITY OUTREACH SPECIALIST, UnitedHealthcare Pennsylvania October 2010 - October 2015
Developed and implemented effective member outreach strategies to engage hard-to-reach communities.
Collaborated with providers and community partners to coordinate clinical services for members.
Facilitated all customer enrollments into all government programs via Compass.
Organized events such as health fairs and community forums focused on health promotion and prevention.
Ensured compliance with relevant state regulations while conducting outreach and marketing activities.
Built alliances between the state’s Medicaid agency outreach priorities and external organizations.
Maintained records of all outreach efforts including budgeting information and feedback in Salesforce.
CONTRACT COMPLIANCE MANAGER CHPLUS, Emblem Health, New York
April 2003 - June 2008
Monitored compliance systems to ensure the protection of data and regulatory compliance standards.
Participated in meetings with regulators to discuss findings from audit reports.
Analyzed current systems for identifying areas where additional controls may be necessary.
Responsible for verbal and written resolution for all escalated member complaints which also included all regulatory agency complaints.
Served as a resource for both CH plus and Family Health plus for all departments.
Verified that all regulatory policies and procedures were met.
Investigated any allegations of non-compliance or misconduct by employees.
Prepared management reports regarding compliance operations and progress.
Monitored changes in applicable laws, regulations, and industry standards.
Filed appropriate compliance reports with regulatory agencies.
CUSTOMER SERVICE MANAGER, Emblem Health, New York
May 1992 - April 2003
Evaluated and analyzed metrics and quality assurance scores to develop more efficient operations.
Recruited and trained employees, fostering customer service mission and objectives.
Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
Designed training materials for new hires on best practices for providing excellent customer service.
Managed customer service staff by communicating expectations and monitoring and analyzing results.
Managed inbound calls from customers, addressed inquiries, complaints, and other requests for assistance.
Interacted with customers to quickly manage escalated queries and complaints.
Addressed and resolved client or customer inquiries to foster superior standards of service.
Led and directed team members on effective methods, on operations and procedures.
Created reports detailing key performance indicators related to the customer service team's activities.
Managed customer service budgets and ensured cost-effectiveness.
EDUCATION
BUSINESS MANAGEMENT
Borough of Manhattan Community College, New York
RELEVANT COURSEWORK
L.E.A.D.S Management Course Completed
SKILLS
Client and Account Management
Business Development
Quality Standards
Sales & Marketing
Document Management
Leading Teams
Salesforce
REFERENCES (Additional References Available Upon Request)
Autumn Baidouri, former Medicaid Growth Leader at UnitedHealthcare Pennsylvania, ad12n2@r.postjobfree.com
Amy Chamberlain Family First, ad12n2@r.postjobfree.com
Greg Lucas, former Retention Outreach Manager at UnitedHealthcare Pennsylvania
Blair Boroch, CEO, UnitedHealthcare Pennsylvania, ad12n2@r.postjobfree.com
Sandra Valdez SACA Community Organization, ad12n2@r.postjobfree.com
Ted Wolf Broker, ad12n2@r.postjobfree.com
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