Janae T. Ayon

Managed 3 Hospitals through the MemorialCare Health Systems and ensured they are satisfied with Owens and Minor company products and services such as anything and everything to make 3 hospitals functional and operational. While supplying their demands in the healthcare supply chain system. Works closely with a Sales Account Executives and oversees day-to-day relationship with customer. Ensures schedules and budgets are met according to contractual agreements and maintains retention due to customer service performance and relations.

CORE RESPONSIBILITIES:

• Develops and maintains strong, account-specific operational processes and performance with the customer.
• Performs duties on-site with the customer (if needed), reacting in a timely manner to customer information and requests.
• Manages and ensures contract compliance to all agreed terms and conditions.
• Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer.
• Acts as liaison between the Hospital and division department heads to ensure smooth conversions.
• Drive conversions and manages data.
• Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading/maintaining substitution list, ship to adds, customer set up, etc.).
• Completes Sales analysis for customers and sales teams.
• Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets.
• Manages pricing, including sharing pricing information and addressing pricing issues with customers.
• Maintains critical products lists, reviews backorder notes with customers/requests action, discusses at risk items, and plans course of action with the customer.
• Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions.
• Evaluates usage spikes with the customer.
• Reviews remaining allocations with customers and sends requests for additional allocations to PAS.
• Converts additional Not Stocked products to Stock.
• Sets up new accounts/ship-to information.
• Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.).
• Performs additional duties as directed.

The New Business Coordinator provides Key Accounts new business sales support for the Account Executives. Duties include coordinating and executing the new business presale process for both medical and specialty proposal requests:

• Scrubbing proposal requests for pertinent information
• Obtaining missing information from the brokers and consultants
• Analyzing current benefit offering and providing benefit comparisons
• Submitting requests in the sales database
• Working with underwriting on plan selection
• Act as the point of contact between brokers and underwriting
• Responsible for scrubbing all new cases and submitting them for installation
• Request and produce network reports, communicate with the brokers on prospects, assist with implementation of new groups and maintain the sales database for RFPs and groups submitted
• Positions in this function identify and develop potential business opportunities and new targeted customers or groups, but do not have primary responsibility for closing sales
• Establishes and cultivates strategic business relationships with key sales and market influencers, potential new customers, and related community institutions.
• Point of contact for new business sales to submit for new business implementations to internal partners, provided and coordinated enrollment meetings, enrollment materials and summary of benefits to employers and brokers.
• Created and Invoiced new business sales for all products sold. Distributed and collected all signed contracts for all new business sales.
• Maintained weekly and monthly spreadsheet of pipeline prospect and sale report in excel.
• Created excel pivot tables for membership census totals by products.

• Primary Responsibilities:
• Managed numerous member accounts through UHC Marketplace regarding terminations, reinstatement, eligibility discrepancies, billing errors, and provided plan benefit breakdowns.
• Built, maintained, and managed internal and external relationships with diverse set of teams, including marketplace representatives, finance, and operations departments to streamline all state exchange eligibility and billing issues.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Created and reviewed billing invoices to maintain accuracy while working with customers to answer questions and address payment issues via phone and email.
• Helped vulnerable exchange members navigate complex healthcare website system issues to ensure correct eligibility, benefits, and billing.
• Performed follow-up services for dissatisfied customers via email, letter mailing or phone.
• Organized supporting documentation for members under evaluation and coordinated paperwork transfers to correct staff members for any corrections regarding eligibility discrepancies.

• Primary Responsibilities:
• Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Help guide and educate customers about the fundamentals and benefits of consumer – driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
• Assisted 70 customers and brokers in average by answering questions, responding to inquiries and handling telephone requests regarding eligibility, benefit issues, cobra related payments and inquires.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Operated in dynamic, high-volume environments to provide skilled assistance to more than 70+ customers each day.
• Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Primary Responsibilities:
• Carried out day-day-day duties accurately and efficiently such as: credentialing issues and submitting producer appointments for brokers willing to solicit UHC products.
• Set up all commissions rates within sales systems to ensure correct payment to broker.
• Correct and manage all broker commission issues regarding commission rates, missing banking info for payment, and licensing information.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Developed team communications and information for meetings.

• Primary Responsibilities:
• Utilize multiple reports to ensure the accuracy of billing transactions
• Review and validate customer pricing and setup
• Investigate and resolve billing discrepancies
• Assist with invoice preparation and reconciliation of billing to A/R; Monitor outstanding A/R balances and take appropriate action
• Prepare reports and analyses as required in support of the monthly financial closing process and contractual obligations
• Provide input to policies, systems, and procedures for effective control of billing
• Assist in development of new processes within Billing and other departments
• Test system changes
• Internal audit of invoices

• Primary Responsibilities:
• Responsible for distributing and coordinating inventory enrollments for all northwest small groups
• Communicated with sales and brokers to obtain missing information on group enrollments for processing.
• Researched and resolved enrollment discrepancies.
• Responsible for providing daily and monthly enrollment inventory reports for management.
• Trained and mentored junior enrollment professionals.
• Met or exceeded enrollment and retention goals consistently.
• Updated, entered and reviewed customer data.
• Documented all communication with applicants and inputted information into system using NICE, ISET, ETSBE, RIMS.

• Primary Responsibilities:
• Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
• Weighed letters and packages and calculated costs based on classification, weight and destination.
• Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
• Assisted customers in completing and submitting forms to update address or report lost and stolen mail.
• Carried out day-day-day duties accurately and efficiently.
• Delivered clerical support by handling range of routine and special requirements.
• Assisted team members with administrative requirements by expertly using diverse office software.