Manager Service

TAMAR HEMANS

*****.*.******@*****.***

Address: *a Bridgemount Heights, Kingston 8 Telephone: 876-***-**** or 876-***-****

Professional Summary

Highly effective and results-oriented professional with six (6) years’ of management and leadership experience and utilizing strategic planning for achieving targets and favorable outcomes. Key skills includes team management, excellent customer service, oral/written communications and interpersonal skills, budget and cost control, analytical, staff development and training, proficient in Microsoft Office and the ability to learn and understand new products, services and software application(s).

Experience

March 2013 – Sept 9. 2019, Manager Health Claims & Provider Relations: - Guardian Life Limited, Guardian Health Dept

Management

Efficiently managed the daily operations of the departments to ensure the service level agreements and other activities were maintained and achieved.

Managed the updating and created documents for compliance such as policies and procedures manuals, contracts, business impact analysis, business continuity plans etc.

Generated and prepared various financial and industry reports geared towards analyzing the portfolio’s performance.

Planned/monitored daily, monthly and yearly budgets/expenses for forecasting and cost saving measures.

Managed and assisted with the internal and external auditing process for compliance and to prevent/identify leakages.

Ensure our client relations management of overseas and local partners is maintained and strengthened.

Managed client relations with overseas and local partners to ensure satisfaction and mutually beneficial outcomes.

Trained and developed staff resulting in several promotion. Perform staff appraisals, Employee Performance Plans, Performance Improvement Plans as well as conduct interviews for the selection of the appropriate candidate(s).

Financial

Assisted in the planning/monitoring and implementation of a major cost control exercise resulting in a minimum savings of 15% transactions fees usually paid by the company.

Managed two (2) major audit exercises resulting in 95% or in excess of $20M in the recovery of funds.

Managed and maintained a 95% accuracy level in all calculations of benefits and payments.

Customer Service

Played a key role in the successful design of letter generation feature for two main applications geared towards enhancing efficiency, customer and staff solutions.

Maintained a 90% minimum customer satisfaction by ensuring all service level agreements were timely and accurately processed.

Implemented a process flow which ensured the dissemination of information was timely and accurately sent to functional departments such as Customer Support & Quality Assurance and Sales and Marketing.

Projects

Appointed as Jamaica’s lead for a Closed File Review (CFR) project, to be implemented throughout the company’s locations within the Caribbean and was able successfully complete all phases required at the time.

Oversaw the system update of the Claims Adjudication/ Benefit Calculation and Refund process.

Served as one of the key team members on the claims team in a major health insurance system change.

Participated in change management exercise to ensure overarching strategic objectives/deliverables were met.

Other Key Accomplishments

2014 Leadership award recipient for effective management, excellent service and achieving favorable loss ratio.

Employee of the Quarter and Divisional Employee of the year for excellent service and outstanding performance.

2005 – 2013:-Guardian Life Limited, Guardian Health Dept.

2012 – 2013, Manager, Health Claims

2012 – 2012, Acting Manager

2010 – 2012, Team Leader

2008 – 2010, Claims Processor

2006 – 2008, Claims Clerk

2005 – 2006, Receptionist

TAMAR HEMANS

*****.*.******@*****.***

Address: 1a Bridgemount Heights, Kingston 8 Telephone: 876-***-**** or 876-***-****

Education

Pursuing Edingburg School of Business - Heriot Watt University, MSc. Marketing

2009 University of the West Indies, BSc. Management Studies (General)

Certificates & Training

Leadership Development Training geared towards senior management advancement assisted by McKinsey, other Senior Executives and mentored by the President.

Management and Leadership Training with Adrian Schwelzer (Management Consultant).

Creative Production Training Centre (C.P.T.C), Voice and Speech.

America’s Health Insurance Plans (A.H.I.P), Designation (including audit certification).

Infoserv Institute of Technology, Customer Service (Certificate of Competence).

FEELINGS, Quality Services (Feelings for Professionals).

National Health Care Anti-Fraud Association (Annual Training Conference).

Effective Communication and Business Writing.

Life Office Management Associate, Parts 1 & 2.

Ordinary Life Training

Interests & Participation

Charities, 5Ks, Labour Day Projects and Devotional Team

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