Participant Services Professional with Health Benefits Expertise

Mary Hardy

Des Moines, IA ***** 515-***-**** *************@***.***

Summary

Dynamic Participant Services Representative with extensive experience at Wellmark Blue Cross and Blue Shield, excelling in claims processing and customer relationship management. Proven track record of resolving complex issues and enhancing service delivery standards, ensuring compliance and satisfaction. Adept at data analysis, fostering strong client relationships, and driving operational excellence. Skills

• Health benefits administration

• Claims processing

• Documentation management

• Data analysis

• Policy compliance

• Customer relationship management

Experience

PARTICIPANT SERVICES REPRESENTATIVE 01/2024 - 05/2026 Wellmark Blue Cross And Blue Shield Of Iowa - Des Moines, Iowa

• Addressed and resolved billing and coverage discrepancies to ensure member satisfaction.

• Provided members with clear information on insurance plans and benefits to enhance understanding.

• Educated clients on claim processes and available resources.

• Documented member interactions and transactions accurately to support service quality and compliance.

• Collaborated with team members to improve service delivery standards.

• Built relationships with participants through positive attitude and communication.

• Advised management on potential risks associated with certain programs or services. PARTICIPANTS SERVICES REPRESENTATIVE 02/2016 - 11/2023 Marsh and McLennan s Companies - Urbandale, Iowa

Assisted participants with requests regarding health and welfare benefits, including medical, dental, vision, life insurance, savings plan, and additional programs.

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• Processed open enrollment elections for participants, incorporating plan design and updates.

• Assisted clients with inquiries and provided information about services offered.

• Processed participant requests using internal management systems efficiently.

• Coordinated communication between clients and internal departments for service resolution. CUSTOMER ACCOUNT MANAGER 10/2012 - 12/2015

Consumer Safety Technology - West Des Moines, Iowa Troubleshot equipment issues and maintained customer accounts in accordance with state regulations, achieving 100% customer quality ratings.

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Assisted clients with operation and maintenance of Intoxalock technology and equipment to ensure user compliance and satisfaction.

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Prepared complex reports and presentations, analyzing data using various software packages and databases to support decision-making.

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CUSTOMER SERVICE ASSOCIATE 10/2011 - 10/2012

Hewitt Packard - Des Moines

Coordinated communication with customers on product needs, managing orders, fulfillment dates, special requests, back orders, and change orders, while resolving customer concerns and complaints.

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• Assisted customers with product inquiries and technical support.

• Managed customer accounts and updated information in CRM systems.

• Resolved customer complaints through effective communication and problem-solving skills. MORTGAGE CONSULTANT/LOAN ADMINISTRATION 08/2004 - 12/2008 Foundation Finance - West Des Moines

• Educated clients on products, policies, and procedures, achieving average monthly closings of 6 loans.

• Originated, processed and placed mortgage loans.

• Evaluated and prequalified mortgage loan applications based on creditworthiness and financial criteria.

• Obtained and verified documents to ensure smooth completion of loan process.

• Cultivated and maintained a strong client base through consistent communication and relationship-building.

• Executed direct marketing strategies and partnered with realtors to generate quality leads. RESIDENTIAL APPRAISING 03/2002 - 08/2004

Appraisal Services of Central Iowa - Des Moines, IA Completed detailed valuation reports for residential properties, utilizing industry-specific computer database to support client needs.

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• Produced an average of 24 appraisals monthly, generating approximately $16,200 in income.

• Evaluated performance of residential staff members on an ongoing basis and provided feedback accordingly. Installed, maintained, and repaired plumbing, electrical, security systems, heating and cooling units, appliances, and other related equipment in residential buildings.

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• Prospected for new commercial and residential real estate deals. CARRIER/RETAIL SALES/ACTING SUPERVISOR/DISTRIBUTION 04/1984 - 03/2002 United States Postal Service - Des Moines, IA

• Acted as Supervisor and managed office work hours. Operating all retail sales duties, including postage sales/meters, accepting accountable/bulk mailings, and distributing accordingly following Postal guidelines.

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• Upheld Postal standards in customer service, enhancing customer satisfaction.

• Delivered mail daily, ensuring timely and accurate distribution. Education

Dowling High School - High School Diploma

Awards

• Safety in Performing Duties, United States Postal Service

• Perfect Attendance Record, United States Postal Service

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