Baker Tilly Vantagen

BENEFITS OPERATIONS

Enrollment & Eligibility Management

Managed the full lifecycle of benefits enrollment processes, serving as a critical operational link between participants, clients, and insurance carriers. This role required meticulous attention to detail and the ability to navigate complex benefit structures across multiple platforms.

→ Processed high volumes of enrollments, changes, and terminations with accuracy in tight timeframes

→ Coordinated eligibility updates across internal benefits systems and external carrier platforms

→ Validated enrollment data to prevent errors that could impact participant coverage or claims processing

→ Managed payment processing and reconciliation to ensure timely premium remittance to carriers

→ Responded to urgent enrollment issues, working proactively to resolve discrepancies before they affected coverage

Skills Applied: Benefits Administration, Data Entry/Validation, Process Management, Multi-system Coordination

INTERNAL & EXTERNAL SUPPORT

Inquiry Resolution & Partner Coordination

Served as a trusted resource for internal teams and external partners by providing expert guidance on benefits processes, policies, and system functionality. Built strong relationships that facilitated smooth operations and quick problem resolution.

→ Managed departmental ticketing queue, triaging and resolving inquiries based on urgency and complexity

→ Provided technical support to internal colleagues navigating benefits systems and carrier portals

→ Collaborated with insurance carrier representatives to resolve participant issues and system discrepancies

→ Developed clear communication strategies to explain complex benefits concepts to non-technical audiences

→ Created documentation and quick reference guides to empower team members and reduce recurring questions

Skills Applied: Customer Service, Problem Solving, Cross-functional collaboration, Technical Support, Communication

COMPLIANCE & DOCUMENTATION

Records Management & Operational Transparency

Maintained comprehensive documentation systems that ensured compliance with regulatory requirements and provided audit-ready records. This foundational work protected both clients and participants while enabling operational excellence.

→ Organized and archived benefits transactions in accordance with retention policies and compliance standards

→ Created systematic filing structures that improved retrieval efficiency during audits or inquiries

→ Documented process changes and system updates to maintain institutional knowledge

→ Ensured HIPAA compliance in all documentation and communication practices

→ Generated reports for internal stakeholders tracking key operational metrics and compliance indicators

Skills Applied: Compliance Management, Documentation, HIPPA, Record Keeping, Reporting

ACCOUNT MANAGEMENT

Reimbursement Account Claims Processing

Managed the end-to-end claims administration process for flexible spending accounts, health savings accounts, and health reimbursement arrangements. Balanced speed and accuracy while ensuring compliance with IRS regulations and plan documents.

→ Entered and validated claim data in benefits systems, verifying eligibility, documentation, and expense substantiation

→ Analyzed complex claims submissions to determine allowable expenses under plan rules and tax regulations

→ Identified and researched discrepancies or incomplete documentation, communicating with participants to obtain necessary information

→ Processed reimbursements efficiently while maintaining rigorous compliance standards

→ Contributed to process improvements that reduced claim turnaround time and improved participant satisfaction

Skills Applied: Claims Processing, Data Analysis, IRS Compliance, Attention to Detail, Process Improvement

PARTICIPANT SUPPORT

Multi-Channel Participant Assistance

Provided comprehensive support to participants across phone, email, and ticketing channels, serving as both a frontline resource and an escalation point for complex issues. Focused on delivering exceptional service while empowering participants to navigate their benefits confidently.

→ Handled inbound calls from participants, resolving inquiries about plan coverage, claims status, and account balances

→ Managed email and ticketing queues, providing detailed written responses to participant questions

→ Served as escalation contact for contact center agents facing complex or sensitive participant situations

→ Reviewed and closed open participant cases, ensuring all issues were fully resolved and documented

→ Identified trends in participant inquiries and provided feedback to improve communications and reduce confusion

Skills Applied: Customer Service, Email Communication, Escalation Management, Case Management

CLIENT PARTNERSHIP

Client Coordination & Online Support

Built strong relationships with client partners through responsive service and occasional on-site support. Represented Baker Tilly Vantagen as a knowledgeable, reliable resource committed to the success of client benefit programs.

→ Coordinated with client HR teams on enrollment initiatives, open enrollment periods, and plan changes

→ Processed client-submitted forms and requests with attention to client-specific procedures and preferences

→ Served as a liaison between clients and internal operations teams to ensure seamless service delivery

→ Adapted communication style and approach to meet the unique needs of diverse client organizations

Skills Applied: Client Relations, Enrollment Support, Online Services, Benefits Education, Adaptability