Roxanne Olson

Resumed my role and duties as the Group Client Service Specialist.

• Served as a subject matter expert for all Group Benefit inquiries. Mentored the team by managing the working claim folder and provided education, training and coaching as required.
• Conducted quality control audits for the team each month. Provided improvement opportunities through feedback, Audits and side-by-side coaching.
• Acted as a first point of contact for member concerns and escalations. Reviewed and investigated each inquiry to resolve the issue/concern.
• Implemented a training plan and virtually trained 4 new employees to be successful and productive CSR's.
• Helped manage the daily workflow to ensure accurate coverage by adjusting our resources and CSR priorities to ensure service levels are met.

• Team Lead back up- Handles working claims and admin question folders when Team Lead(s) are away. Provided education and resources on each inquiry.
• Performed quality team Audits each month for both GCSC Admin and GCSC Claims CRS's.
• Provides training and coaching to CSRs within Audits, call tracks and side-by-side coaching.
• Maintains all documentation and templates within claims/admin training manuals for up-to-date information for easy reference.
• Maintains workload management by being on phone 50% of time. Willing to assist teams in all aspects to reach our daily and monthly standards.
• Provides excellent communication and client satisfaction to Plan Sponsors and members by promptly addressing inquiries, resolving issues and escalations.
• Works with other departments to find resolutions when required.
• Completes specialized projects as requested.
• Helped streamline internal processes for improved efficiency and timely service delivery to clients.

• Provides customer service and group benefit information to plan sponsors, administrators, and Advisors
• Investigates problems and researches all relevant plan sponsor inquiries, employee eligibility, billing anomalies and Disability related inquiries
• Maintains clear and accurate documentation on each service inquiry
• Assists with processing requests when needed
• Communicates with other departments when a plan administrator inquiry requires
• Assists the team in any way possible to maintain service standards.

• Provides quality customer service and information related to extended health, dental, and disability claim inquiries via telephone, email and Benefits Now messaging
• Investigates problems and research all relevant information using The Co-operators claims payment system and group contract text
• Completes tasks associated with client inquiries, problem identification and follow up in a fast-paced team environment
• Maintain accurate, detailed documentation on each service inquiry
• Assist plan members with member web services, including password resets and assistance with navigating web services

• Managed all aspects of the house construction, from initial planning, generating house drawings, pulling permits and on-site inspections.
• Responsible for getting quotes from trades, trade selection and quality control.
• Managed the accounts payable and budget.
• Executed strategic planning when placing material orders with suppliers.
• Clearly communicated with Trades verbally and in written form daily.

• Responsible for training and managing new staff, as well as patient flow and treatment.