Lindsay Nicole Victor
Champaign,IL
Summary
Committed and reliable collaborator with excellent interpersonal skills and over 10 years of experience in the healthcare industry. Established leader known for being a quick study, critical thinker, detailed oriented and motivated by personal and professional growth. Strategically focused on product/client development and process improvement with extensive experience and knowledge in Salesforce, Microsoft Office, Google Docs, Epic Tapestry and other CRMs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Product Manager (National Commercial Markets)
Health Alliance Medical Plans
01.2022 - Current
- Collaborate with National Market and Senior Leadership for product development of Small Group, Large group and Level funded plan offerings
- Design first edition Large Group stock portfolio for FirstCarolinaCare assisting in increase in large group sales by 200%
- Build hundreds of commercial product plan offerings for new and renewing group and individual business
- Facilitate implementation meetings for vendor programs and national markets
- Lead organizational meetings reviewing plan changes and enhancements
- Analyze competitor and vendor intelligence for market expansion opportunities
- Partner with Strategy to develop business proposition for potential market expansion
- Oversee vendor relationships for BPC and OTC4Me
- Demonstrate leadership by facilitating meetings while ensuring stakeholders adhere to project plans, action items and designated timelines
- Complete dozens of Department of Insurance required documents for yearly filings
- Improve product launch success by coordinating with marketing and sales teams.
- Conduct market research for identifying customer needs and informing product strategy
- Analyze customer feedback to refine product offerings and increase satisfaction
- Improve product functionality with innovative design solutions, resulting in increased sales conversions
Manager of Implementation and Client Support
Health Alliance Medical Plans
01.2020 - 01.2022
- Managed, mentored and developed three teams under Sales Administration
- Oversaw daily activity of Implementation and Client Support teams
- Created and maintained 28 reports and dashboards at all user levels in Salesforce
- Authored dozens of process guides and develop training curriculum
- Partnered with department leaders for new products, policies and state filings
- Drafted legal contracts submitted to the Department of Insurance
- Created benefit documents for Qualified Health Plan filings
- Identified and implemented process improvements for new and renewing business
- User Acceptance Tester for new databases prior to department integration
- Hosted team and department meetings
- Participated in Carle Foundations in Leadership webinars and classes
- Coordinated with external vendors for electronic enrollments and network implementation
- Removed department barriers to create unified work environment
- Spearheaded the implementation of newly acquired health insurance partner FirstCarolinaCare
- Served as liaison between internal departments and FirstCarolinaCare partner
Small Group & Individual Client Consultant
Health Alliance Medical Plans
07.2014 - 01.2020
- Managed hundreds of Individual, Commercial Small Group and Medicare Group renewals during their annual Open Enrollment periods
- Strategized with broker partners and internal teams to promote growth and retention in Health Alliance membership
- Supported more than 80 brokers and 600 groups with insurance and policy related questions to promote retention and new sales opportunities
- Consulted and educated broker partners on Health Alliance processes and products such as value based benefits, eligibility requirements, health care reform updates and company policy to promote sales and retention
- Lead team adoption and integration of new technologies, including Salesforce, hCentive private exchange and Tuo private exchange
- Recruited as senior member of User Acceptance Testing team for four years and through two separate implementations of private exchange
- Collaborated, tested, developed and assisted in the implementation of the Health Alliance Private Exchange with internal departments and external vendors
- Maintained and managed all aspects of small group renewal process
- Released and delivered hundreds of new small business insurance quotes
- Uploaded, documented and processed returned paperwork for renewals and sales
- Coordinated Health Alliance’s participation in Benefit Health Fairs at the employer group and State levels
- Managed hundreds of Individual Sales calls and emails each month during open enrollment
- Created multiple process documents and learning guides for the first ever Marketing Training Manual
- Supervised and coordinated new group implementation and on-boarding process to ensure positive transition from previous insurer to Health Alliance Medical Plans
Account Specialist/Client Support
Health Alliance Medical Plans
12.2012 - 07.2014
- Created annual reports for submission to the National Committee for Quality Assurance
- Responded to hundreds of group, broker and internal inquiries by phone and e-mail
- Assisted Account Executives putting together renewal information
- Assisted with broker and employer website and Salesforce training
- Attended and present information during interdepartmental meetings and benefit health fairs
- Prepared benefit materials and renewal information
- Entered and uploaded hundreds of enrollment questionnaires and spreadsheet data
Quality Assurance Advisor
Health Alliance Medical Plans
02.2011 - 12.2012
- Monitored hundreds of live and recorded calls monthly
- Assisted with one on one training and education opportunities to provide better understanding of benefits, policies and procedures
- Produced monthly reports documenting department and individual performances
- Created quarterly and yearly reports that are submitted to the National Committee for Quality Assurance
- Recertified and trained representatives for self-funded plans
- Worked with leads to review their team’s performance each month
- Senior member of the Employee Volunteers in Action committee to promote volunteer opportunities within the community
- Proof read all letters sent from the department to ensure letters are grammatically correct and coherent
- Created the first ever Quality Assurance Advisor Training Manual
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance
- Educated employees on specific QA standards and confirmed maintenance of standards.
Customer Service Representative
Health Alliance Medical Plans
09.2008 - 02.2011
- Handled hundreds of member, broker and provider phone calls each week regarding specific member or group accounts
- Assisted current and prospective members in regards to questions about medical policies and insurance benefits
- Mentored and coached new customer service representatives
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Arts Degree - Political Science, Economics
University of Illinois Urbana-Champaign
Champaign, IL05.2008
Skills
- Salesforce
- Microsoft Office
- Epic Tapestry
- Project Management
- Data analyses
- Database Management
Accomplishments
- Achieved Small Group Sales goals for 2016, 2017, 2018
- Achieved Individual Sales goals for 2016, 2017, 2018, 2019
- Expert in Salesforce
- Expert in Microsoft Office
- Hand selected by leadership to be department mentor for new employees
- Completed over four dozen Carle Foundation Hospital/Health Alliance University courses for personal growth and development
- Contributed to first department wide training university
- Licensed IL producer in Accident & Health, Life, Variable Annuities
- Non-resident license IN, IA and WA
- AHIP Certified for Medicare sales and FFM Marketplace certification
Certification
Active Illinois Producer's License - since June 2014
Project Management Certification - in process
Timeline
Product Manager (National Commercial Markets)
Health Alliance Medical Plans
01.2022 - Current
Manager of Implementation and Client Support
Health Alliance Medical Plans
01.2020 - 01.2022
Small Group & Individual Client Consultant
Health Alliance Medical Plans
07.2014 - 01.2020
Account Specialist/Client Support
Health Alliance Medical Plans
12.2012 - 07.2014
Quality Assurance Advisor
Health Alliance Medical Plans
02.2011 - 12.2012
Customer Service Representative
Health Alliance Medical Plans
09.2008 - 02.2011
Bachelor of Arts Degree - Political Science, Economics
University of Illinois Urbana-Champaign
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