Manager Customer Service
Resume:
Lillian Radetzky
Carlsbad, CA *****
*********@*****.***
Administrative Manager
Natural leader and manager, specializing in creating processes and seeing projects through to completion.
EXPERIENCE : 2003-2010
Univers, Foothill Ranch, CA – The largest independent provider of strategic benefit communications and enrollment solutions in the United States.
Utilized multi-tasking abilities to successfully implement the United Food and Commercial Workers (UFCW) project with an additional annual premium of $675.000.
Applied planning and scheduling skills to manage 7 subordinates serving as a resource and mentor for 1 year. Screened, hired and trained team for special contract in benefits enrollment center.
Ensured the seamless delivery of administrative services to Univers clients. Ensured optimum communications and increased client satisfaction by conducting client courtesy calls to ensure their billing was accurate. Identified billing issues in 30% of cases, and facilitated resolution which resulted in the client having a better understanding of the carrier’s billing.
Implemented billing audit process, which compared the client’s payroll file against the carrier’s bill. This allowed to proactively identify and resolve global issues without involving the client.
Enrollment Center Administrative Manager 2008-2010
• Created weekly schedule and coordinated 30 cases with Open Enrollment and Reservicing Managers. Resulting in 100% scheduled case timeliness and implementation in the CMS/ASA Enrollment Center Management system, processing payroll with 99% accuracy.
• Researched call recordings when discrepancies arose and established a tracking system to manage the issues while facilitating communication of resolution with Account Managers.
Client Services Manager 2003-2008
• Oversaw billing and administration for clients
• Managed billing implementation calls with carriers
• Monitored and tracked all client reconciliations
• Established a reconciliation tracking grid, to ensure data was sent to the carriers in time to produce the first bill for the client, as well as the payroll deduction report to the client.
• Conducted a billing audit for a large client resulting in the identification of 322 missing carrier applications. Resolved the issues resulting in savings of $110,000
• Coordinated automation of reconciliation process with IT departments
• Contacted client to ensure all relevant information is provided prior to due date of first bill
• Researched and developed solutions for obtaining outstanding payments which resulted a savings of $42,000.00.
• Coordinated receipt of incomplete employee information to ensure successful underwriting
Lillian Radetzky
Carlsbad, CA 92011
*********@*****.***
UltraLink, Costa Mesa, CA - Consultants and health plan administrators specializing in HMO, POS, and PPO products for Fortune 500 clients such as IBM, State Farm Insurance Companies, American Airlines and AT&T.
Manager, Benefits Administration 2002-2003
• Operational oversight for benefits administration for Fortune 500 employers representing $8 million in annual revenue to UltraLink
• Responsible for timely payment of $50 million in healthcare premiums monthly
• Successfully met performance standards of Fortune 500 clients
• Management of 20 employees
• Conducted company wide training meetings for operational improvements
• Recommended administrative enhancements to Senior Management Team
Business Process Manager, Benefits Administration 1998-2002
• Developed standardized procedures to increase operational efficiencies
• Implemented organizational protocols to ensure the seamless delivery of administrative services to UltraLink clients
• Consulted and advised Senior Management Team for process improvements
• Acted as a liaison between Consulting and Administrative Departments resulting in improved communications and increased client satisfaction
• Streamlined functionalities of one Fortune 500 client’s various IT systems to develop one integrated system that resulted in consistent data exchange with vendors
• Identified and rectified process error that resulted in savings of $150,000 for one Fortune 500 client
Operations Manager, Benefits Administration 1995-1998
• Responsible for hiring and promotion decisions
• Managed new account implementation
• Managed operations staff of 10
• Interacted with operational clients and UltraLink technical staff
Operations Supervisor, Benefits Administration 1993-1995
• Responsible for day to day activities of staff of 15
• Monitored internal administrative process
Membership Accounting Specialist 1992-1993
• Processed client enrollment data and monthly healthcare premiums for two fortune 500 accounts
• Generated invoices and correspondence for assigned clients, provided customer service for client and HMO contacts, received and dispersed premium for 100 Network HMOs.
Lillian Radetzky
Carlsbad, CA 92011
*********@*****.***
Administrative Manager
Natural leader and manager, specializing in creating processes and seeing projects through to completion.
EXPERIENCE : 2003-2010
Univers, Foothill Ranch, CA – The largest independent provider of strategic benefit communications and enrollment solutions in the United States.
Utilized multi-tasking abilities to successfully implement the United Food and Commercial Workers (UFCW) project with an additional annual premium of $675.000.
Applied planning and scheduling skills to manage 7 subordinates serving as a resource and mentor for 1 year. Screened, hired and trained team for special contract in benefits enrollment center.
Ensured the seamless delivery of administrative services to Univers clients. Ensured optimum communications and increased client satisfaction by conducting client courtesy calls to ensure their billing was accurate. Identified billing issues in 30% of cases, and facilitated resolution which resulted in the client having a better understanding of the carrier’s billing.
Implemented billing audit process, which compared the client’s payroll file against the carrier’s bill. This allowed to proactively identify and resolve global issues without involving the client.
Enrollment Center Administrative Manager 2008-2010
• Created weekly schedule and coordinated 30 cases with Open Enrollment and Reservicing Managers. Resulting in 100% scheduled case timeliness and implementation in the CMS/ASA Enrollment Center Management system, processing payroll with 99% accuracy.
• Researched call recordings when discrepancies arose and established a tracking system to manage the issues while facilitating communication of resolution with Account Managers.
Client Services Manager 2003-2008
• Oversaw billing and administration for clients
• Managed billing implementation calls with carriers
• Monitored and tracked all client reconciliations
• Established a reconciliation tracking grid, to ensure data was sent to the carriers in time to produce the first bill for the client, as well as the payroll deduction report to the client.
• Conducted a billing audit for a large client resulting in the identification of 322 missing carrier applications. Resolved the issues resulting in savings of $110,000
• Coordinated automation of reconciliation process with IT departments
• Contacted client to ensure all relevant information is provided prior to due date of first bill
• Researched and developed solutions for obtaining outstanding payments which resulted a savings of $42,000.00.
• Coordinated receipt of incomplete employee information to ensure successful underwriting
Lillian Radetzky
Carlsbad, CA 92011
*********@*****.***
UltraLink, Costa Mesa, CA - Consultants and health plan administrators specializing in HMO, POS, and PPO products for Fortune 500 clients such as IBM, State Farm Insurance Companies, American Airlines and AT&T.
Manager, Benefits Administration 2002-2003
• Operational oversight for benefits administration for Fortune 500 employers representing $8 million in annual revenue to UltraLink
• Responsible for timely payment of $50 million in healthcare premiums monthly
• Successfully met performance standards of Fortune 500 clients
• Management of 20 employees
• Conducted company wide training meetings for operational improvements
• Recommended administrative enhancements to Senior Management Team
Business Process Manager, Benefits Administration 1998-2002
• Developed standardized procedures to increase operational efficiencies
• Implemented organizational protocols to ensure the seamless delivery of administrative services to UltraLink clients
• Consulted and advised Senior Management Team for process improvements
• Acted as a liaison between Consulting and Administrative Departments resulting in improved communications and increased client satisfaction
• Streamlined functionalities of one Fortune 500 client’s various IT systems to develop one integrated system that resulted in consistent data exchange with vendors
• Identified and rectified process error that resulted in savings of $150,000 for one Fortune 500 client
Operations Manager, Benefits Administration 1995-1998
• Responsible for hiring and promotion decisions
• Managed new account implementation
• Managed operations staff of 10
• Interacted with operational clients and UltraLink technical staff
Operations Supervisor, Benefits Administration 1993-1995
• Responsible for day to day activities of staff of 15
• Monitored internal administrative process
Membership Accounting Specialist 1992-1993
• Processed client enrollment data and monthly healthcare premiums for two fortune 500 accounts
• Generated invoices and correspondence for assigned clients, provided customer service for client and HMO contacts, received and dispersed premium for 100 Network HMOs.
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