Service Analyst Benefits Consultant
Resume:
Donna K. Bennett
************@*****.*** or 346-***-****
Houston, Texas 77048
SUMMARY OF QUAILIFACTIONS
I am an accomplished, seasoned Managed Care Professional with many years of proven success in client facing, client service delivery operations, provider relations and benefit consultant for vision, medical, dental and behavioral health care. I exemplify solid work ethics while taking ownership of complex issues and driving quick and lasting resolution to internal and external clients. I am an effective communicator both verbally and written, technically savvy in Microsoft programs including presentations and strategic development.
PROFESSIONAL EXPERIENCE
Client Service Account Manager – Harris County
Specialty Benefits Consultant United Healthcare, 2011-2021
Serve as the point person for all service issues within an account that is aligned by product while functioning as the first-level response and resolution of escalated issues with external and internal clients.
Manage ongoing contract relationships and service delivery to clients by establishing, cultivating and managing the customer relationship at multiple levels, serving as an on-site consultant and trusted SME to a large government organization.
Investigate enrollment, billing, claim and/or customer service issues as identified and communicate resolution to customers.
Provide feedback to team members and clients regarding improvement opportunities by webinars and digital sourcing.
Provide delivery of plan benefits, marketing materials and services by providing support and guidance in enrollment activities.
Perform required research/analysis to drive resolution of client issues (e.g., root cause analysis).
Provider Relations contracting discrepancies.
Implementations lead for renewal specialty products per assigned BOB.
Create Benefit Summaries and change plan structures.
Create Ad Hoc reports.
Serve as the on-site Dental Account Liaison for Harris County for 7 years.
Order open enrollment supplies, 5500’s, RFP.
Acting Account Manager for Specialty Book of Business.
Benefit Enrollment Specialist (UHC Contract) City of Houston, 2009
Travel from site to site during open enrollment season presenting benefits and answering benefit questions.
On-site benefit representative for new City of Houston employees.
Protocol Trial Research Coordinator MD Anderson Cancer Center, 2008 – 2009
Process and file the necessary reports regarding the study's progress.
Watch over the study's data collection.
Maintain tracking systems for controlling flow for protocols.
Client Service Analyst United Healthcare, 1994 -2008
Account implementation.
Presentations for open enrollments and employee orientations.
EAP account management.
Global travel for presentation and benefit fairs.
Manages ongoing contract relationships and service delivery to clients for one or more accounts.
Represent client internally and coordinates with other functions to implement client systems, projects, and address ongoing service needs.
Utilization Reports.
Identify trends and develop customer specific solutions in collaboration with cross-functional team’s expertise.
Provider Relations contracting discrepancies.
Work closely with sales on renewals and upselling without direct sales goals.
EDUCATION
University of Phoenix 2006-2008
Houston Community College 2009
LeMoyne Owne College 1979 1980
Volunteer
Women Dress for Success Program 2015 - present
Church Elderly Advocate Program 2011 - present
Skills
Microsoft Programs: WORD, EXCEL, ACCESS, OUTLOOK, POWERPOINT
Excellent communication, time / project management, problem solving, organizational, and analytical skills.
Strong customer service skills
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