Sue Smith

adzt8s@r.postjobfree.com

216-***-****

Professional Summary

Experienced Sales, Implementation, Account and Project Manager with a demonstrated history of collaboration resulting in successful outcomes.

Areas of Expertise

Relationship Development

Vendor Management

Operational Effectiveness

Associate Leadership

Business Best Practices

Account/Implementation Management

SelmanCo – Cleveland, Ohio 2021-2023

Director of Account Management

Led team of Account Managers responsible for millions of dollars of outsourced business, including Term Life Portability, Long Term Care, Supplemental Term Life, Whole Life policies, Long Term Disability and Accidental Death & Dismemberment.

Established departmental goals and systematic client approach.

Developed annual business plans with clients, including weekly/bi-weekly touch-base calls, monthly outreach meetings, quarterly reviews and yearly success reports and assessments.

Facilitated internal and external discussions regarding new business products and process improvements.

Addressed escalations from external clients by working with internal departments to provide resolution.

Formed integrated solutions teams with customer service, sales, enrollment, administration, underwriting, accounting and legal.

Results - client retention rate was 100%.

The Eye Doctors – Tampa, Florida 2019-2021

Inside Sales Representative / Patient Advocate

Consulted with patients regarding their optometry needs as it related to contact lenses, glasses and medications.

Sold contacts and over-the-counter eye products direct to patients from a variety of vendors; advised about money-saving opportunities existing within the practice.

Analyzed insurance policies and manufacturer rebates.

Reached out to patient base of 76,000 people who were overdue for annual eye exams and scheduled appointments, generating revenue for the practice.

Interpreted chart notes and made recommendations based on physician documentation, escalated to provider and followed up with patient as needed.

Results – exceeded revenue expectations every month.

Inogen, Inc. - Cleveland, Ohio 2018-2019

Customer Development Representative

Worked with a wide variety of customers nationwide, tailoring packages to ensure their portable oxygen needs were met.

Handled high call volume, both outbound and inbound (70+ calls/day) to make sure all inquiries had a rapid response.

Maximized CRM tools to create strategic plans supporting sales activities.

Collaborated with physician offices, insurance companies and Medicare/Medicaid to secure appropriate paperwork and facilitate future referrals.

Results – consistently exceed 100% of sales goals and call handling.

ExactCare Pharmacy - Cleveland, Ohio 2017-2018

Inside Sales Manager

Managed team of 12 associates responsible for scheduling Case Manager patient assessments.

Conducted on-going comprehensive Salesforce training for current and new employees.

Worked with nationwide, multi-region Account Managers to develop rollout plans for new partners.

Forecasted sales numbers and re-deployed resources as needed in order to achieve sales goals.

Analyzed data, provided real-time reporting to Senior Management daily.

Developed process improvement strategies, policies and procedures to align priorities between the Inside Sales and Field Representative teams.

Results – exceeded company retention and growth forecast.

SummaCare - Akron, Ohio 2015-2017

Senior Implementation, Project & Account Manager

Implemented and managed large, self-insured clients, for medical, prescription drug, dental, vision, EAP, HRA, FSA and COBRA benefits from inception to renewal and termination. Worked in conjunction with internal constituents to set realistic deadlines and ensure expectations were delivered upon accordingly.

Communicated state and federal laws, specifically as it related to Medicare, Medicaid, DOL and the Federal Exchange. Recommended adjustments based on industry best practices.

Managed all aspects of client reporting including, but not limited to, HEDIS, NCQA, EDGE Server, DOI and CMS requirements.

Adapted to external business needs of clients during and throughout implementation and ongoing account management.

Facilitated run-out for major clients exiting the market.

Results – membership growth of existing clients, seamless transition of terminating groups and 100% accuracy in government reporting.

Chapman and Chapman, - Twinsburg, Ohio 2013-2014

Large Group Account Manager

Managed over 20 large group employer accounts (fully-insured and self-insured) with multiple lines of coverage including medical, prescription drug, dental, vision, life, disability, voluntary, EAP, COBRA, FSA and HRA vendors.

Responsible for all aspects of client relations including decision-making, on-boarding, implementation, wellness planning, compliance review, on-going service, data analytics, reporting, pre-renewal planning, renewal negotiation and post-renewal review.

Examined and evaluated client’s workflows and technologies. Identified areas of inefficiencies and recommended solutions based on best practices. Analyzed client data, identifying gaps in coverage.

Results – 100% retention of current clients, as well as add-on sales.

Anthem Blue Cross Blue Shield - Cleveland, Ohio 1996-2013

Senior Account Executive, Large Group Sales (2005 –2013)

Responsible for broker and direct sales of fully-insured and self-insured medical, drug, dental, vision, EAP, life and disability products.

Collaborated with brokers, executing joint marketing events to increase new business production for both parties.

Managed team of 10 associates; partnered with small-group counterparts to ensure consistent and accurate communication of products and services to brokers and consultants.

Conducted monthly and quarterly meetings with brokers to educate and update teams regarding new developments within the organization.

Worked in conjunction with broker partners to develop sales plans, ensuring agencies maximized bonus potential.

Account Executive / Account Manager, Large Group (2002-2005)

Responsible for both new business sales and retention for large groups (100+ employees).

Established development plans for brokers with growth opportunities.

Developed new policies and procedures for groups in the new business and underwriting units.

Built and trained account management team that separated sales and renewal functions.

Account Executive, Small Group (1999 – 2002)

Responsible for new business sales and renewals for small groups (2-50 employers.

Managed transition from the general agent model to an in-house sales team.

Designed broker compensation plan based on rewarding high-producing agents, while encouraging others to grow.

Worked on several critical project teams including product development, IT, underwriting and operations.

Account Representative (1996-1999)

Conducted on-site educational employee meetings.

Coordinated health fairs with brokers, consultants and employers.

Resolved escalated service issues.

Developed action plans to promote employee health and wellness.

Education/Certifications

Bachelor of Arts Degree – Kent State University, Kent, OH

oJournalism, Public Relations and Communication

Certified Lean Six Sigma Yellow Belt

Contact this candidate