Amanda J. Wilson
Ooltewah
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
26
26
years of professional experience
Work History
Manager of Implentation, Client Operations
Cigna Healthcare
08.2024 - Current
- Managing a team of 15-18, band 3 & 4 Implementation Managers (all virtual) for O500 and U500 segments.
- Monitors the Implementation Manager’s daily account management practices and the overall performance quality of individuals to drive improvement within the team.
- Manage a team of 10-18 Implementation Managers in the Southern California market, ensuring quality experiences for over 3,300 accounts.
- Assign the team new accounts and a book of business distribution.
- Collaborate with sales leadership to meet or exceed client expectations regarding deliverables.
- Enhanced end-to-end customer experience by aligning team efforts with regional objectives.
- Works directly with sales leadership on new account prospects and risks.
- Actively participates in weekly meetings with stakeholders to discuss progress updates.
- Review employee performance and provide ongoing feedback and coaching to drive performance improvement.
- Inventory management.
- Plan and lead weekly leadership meetings to review business results and communicate new and ongoing priorities.
- Travel for client and broker events, one-on-one planning sessions with sales and underwriting and lead one-on-one postmortem meetings.
- Organize and coordinate hiring activities for the segment.
- Organize team activities to build camaraderie and foster pleasant workplace culture.
Automated & Manual CED Eligibility Senior Supervisor, Client Operations
Cigna Healthcare
06.2020 - 08.2024
- Supervising a team of 17-20 band 3 Eligibility Account Specialists (all virtual) for National and O500 segments.
- Monitors specialist’s daily account management practices, as well as individual overall performance quality to drive improvement among team.
- Partners with Sales to drive results for client issue resolution including product implementation or service issues.
- Works closely with Vendor Management to drive for strong partnerships between analysts and our Global Service Partners.
- Assists staff with goal setting, coaching, and developing key performance indicators on an individual and group basis.
- Partners with internal matrix partners to identify trends that support the need for process improvements then drive to results across the impacted teams.
- Remove/resolve pain-points of analysts that are identified through day-to-day challenges.
- Participates with upper management on capacity plans and staffing decisions.
- Employ superior interpersonal and communication skills in coordinating in-person or virtual engagements to encourage team building among staff such as off-site events or departmental newsletter.
Consumerism Team Lead, Client Operations
Cigna Healthcare
07.2017 - 06.2020
- Served as a primary escalation and technical contact for 8-12 Consumerism Account Specialists (CAS), responsible for implementing client elections for the Facets Consumerism products for U500 clients.
- Establishes process and procedures, develops Standard Operation Procedures (SOP), creates, and maintains all resource documents.
- Produce readiness reporting to senior leadership weekly.
- Developed, trained, and implemented new Facets Consumerism Account Specialist service model encompassing all Consumerism products in 2019.
- Monitored specialist’s daily account management practices, as well as overall performance quality to drive improvement among teams.
- Partnered with internal matrix partners to identify trends that support the need for process improvement.
- Conducted huddles to discuss capacity, deliverables, and escalations.
- Lead as project manager on all business enhancements such as systems, product, or organizational enhancements.
- Reviewed and provided capabilities on PBAB requests specific to Facets HSA non-standard client elections.
Supervisor, Client Onboarding and Service: Select Segment Implementation Associates
Cigna Healthcare
10.2014 - 07.2017
- Supervised a team of 12-20 band 2 Work Order Analysts/Implementation Associates (both in office and virtual), responsible for loading client’s elections and benefits with ePro and CIT for select segment clients.
- Set the strategic direction, goals, weekly and monthly productivity projections, key performance indicators and drives to results for each Work Order Analysts assigned to perform case installations activities in the Select Segment business unit.
- Reduced work order defect rate 47.37%, reduced TAT 28%, reduced mandatory overtime by 65% during peak season.
- Served as lead on the expansion of our utilization of our Global Service Partners with Proclaim business in 2016.
- Developed resource and capacity plans based on departmental goals and staffing needs.
- Served as a primary onshore work order contact and developed both ePro and CIT books of business for our Global Service Partner, Accenture.
- Responsible for reviewing results hourly for any deviation in forecasted results and making labor adjustments as needed.
Supervisor, Client Implementation: All Segments - Work Order Analysts (Implementation Associates)
Cigna Healthcare
05.2013 - 10.2014
- Managed a team of 12-20 Work Order Analysts, responsible for loading client elections and benefits within ePro for all segments.
- Set strategic directions for the team to meet goals and projections as defined by our Sales leaders and clients.
- Served as a Subject Matter Expert on key departmental, divisional and enterprise programs, projects and initiatives.
- Monitored weekly and monthly quality results for each analyst to drive accurate improvements while tailoring policy and procedures to each role.
- Developed, coached, and promoted several Work Order Analysts to higher positions within Cigna.
Client Service Executive, Client Advocacy: Regional Segment
Cigna Healthcare
04.2010 - 05.2013
- Served as direct contact to client contacts to see any claim or customer service issues through to resolution.
- Successfully maintained an assigned client list of 30+ clients.
- Partnered with Sales to ensure client experience was superior resulting in business retention.
- Directed all client implementation and service activities for both renewal and new groups.
- Led implementation meetings (in person & virtually) with clients.
- Managed 2 service coordinators by assigning inventory and mentoring.
- Responsible for setting the strategic direction all service-related issues to ensure quick and accurate resolution.
- Monitored overall Call and Claim account metrics and performance guarantees to minimize financial impacts.
- Responsible for loading benefits in the client and employee benefit summaries in Benefit Sculpting Tool (BST).
- Led the initiative for Client Service Executives to host 'Ask Cigna Day' at client’s location.
Account Installation Senior Associate, Client Implementation: Regional Segment
Cigna Healthcare
07.2007 - 04.2010
- Served as benefit expert for more than 30 clients/employers by leading each discussion on benefits selection.
- Actively participated in implementation meetings with clients and sales.
- Loaded client elections for administrative and benefits in the ePro.
- Acted as a liaison between various departments, including Contracts, Structure, Billing, Underwriting, & Sales.
- Reviewed and audited various internal systems such as, CED, CDB, and Benefit Access.
- Managed the highly successful policy change of allowing implementation consultants to travel to attend client meetings as a 'benefits expert'.
- Served as the 'pilot' for allowing implementation consultants to have a laptop for traveling to client meetings.
Plan Automation Analyst: National and Regional Segment
Cigna Healthcare
04.2001 - 07.2007
- Loaded client specific benefits into Proclaim based on benefit information loaded in ePro.
- Assisted in Transformation by converting and reloading all benefits for all accounts from Summary of Coverage to ePro.
- Conducted numerous trainings as the subject matter expert for extraterritorial legislation and benefits interpretation for both standard and non-standard benefits.
- Served as a benefit tester in the audit department during high volume testing plans to validate benefit accuracy in addition to building benefits in the Proclaim system for claims processing.
- Served as Extraterritorial Legislation Process Coach for entire plan automation department.
Proclaim Benefits Analyst, Claims Department: All Segments
Cigna Healthcare
10.1999 - 04.2001
- Responsible for timely claims processing of HCFA and UB92 medical claims.
- Appointed as a subject matter expert for Medicare supplement claims, vision claims, and third-party vendor claims.
- Participated in the implementation and application of VIPR.
- Supported various departmental projects.
Education
Business Administration Program -
University of Phoenix
Chattanooga, TN12.2010
Skills
- Systems management
- Effective communication
- Microsoft Office Suite proficiency
- Change management strategies
- Salesforce and Verint expertise
- Team collaboration
- Operations management database
- Priority setting techniques
- Workday proficiency
- Critical thinking skills
- Vista software knowledge
- Conflict resolution
- EPro and Facets/CIT expertise
References
References and any additional information you may require will be made available upon request.
Skills And Systems Summary
Communication, Change Management, Collaboration, Priority Setting, Critical Thinking, Conflict Management, Microsoft Office Suite (Word, Excel, PowerPoint, Access), Sales Force & Verint, Operations Management Database (OMD-Supervisor Level), WorkDay (Manager Level), Vista, ePro & Facets/CIT
Timeline
Manager of Implentation, Client Operations
Cigna Healthcare
08.2024 - Current
Automated & Manual CED Eligibility Senior Supervisor, Client Operations
Cigna Healthcare
06.2020 - 08.2024
Consumerism Team Lead, Client Operations
Cigna Healthcare
07.2017 - 06.2020
Supervisor, Client Onboarding and Service: Select Segment Implementation Associates
Cigna Healthcare
10.2014 - 07.2017
Supervisor, Client Implementation: All Segments - Work Order Analysts (Implementation Associates)
Cigna Healthcare
05.2013 - 10.2014
Client Service Executive, Client Advocacy: Regional Segment
Cigna Healthcare
04.2010 - 05.2013
Account Installation Senior Associate, Client Implementation: Regional Segment
Cigna Healthcare
07.2007 - 04.2010
Plan Automation Analyst: National and Regional Segment
Cigna Healthcare
04.2001 - 07.2007
Proclaim Benefits Analyst, Claims Department: All Segments
Cigna Healthcare
10.1999 - 04.2001
Business Administration Program -
University of Phoenix
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