JEAN M.

KURCZ
18511 Polo Meadow Drive, Humble, TX 77346
281-973-9664 * jk7986ac@westpost.net

Operations/Account Management
Dynamic operations and account management director with 16 years of experience a
nd a history of generating multimillion dollar revenue increases and developing
new business while enhancing efficiency. Positively impact bottom line by advant
ageously resolving and reconciling client and claims issues. Optimize the alignm
ent of business objectives, technical processes, and client requirements. Proact
ive team leader with proven ability to cultivate business relationships, negotia
te favorable agreements, and devise claims administration, health care managemen
t, and technical / operational solutions.
PROFESSIONAL EXPERIENCE
COVENTRY HEALTH CARE, Downers Grove, Illinois * 1995 to April 2010
National health care products and services company with 14,000 employees.
Director, Service Operations (Sept. 2008 to April 2010)
Assess and establish staffing and budget requirements for the office to align wi
th corporate strategic direction. Manage the day to day activities of a claims
and 24/7 call service center for large ASO groups, totaling 230,000 members. Re
sponsible for managing 180 employees within the member services claims processin
g, and recoveries department. Oversee and monitor claims inventory and scheduli
ng of the 24/7 call center. Ensure on a weekly basis, corporate metrics for qua
lity and performance are met or exceeded.
Based on the strategic business decision made at corporate headquarters in June
2009 to exit the national account product/market, I developed and implemented th
e business plan to close the Houston, TX office operations. Effective April 2,
2010, all remaining business activities were transitioned to other Coventry serv
ice centers.
Director, National Accounts (2004 to Sept. 2008)
Oversee account management, account implementation operations, and client relati
onships (at senior level) with an annual value of $10M. Supervise 4-7 directly r
eporting team members. Develop and implement strategies to increase revenues, in
cluding client retention and up-selling programs. Devise system and process impr
ovements. Assess client requirements and leverage company resources to create re
sponsive solutions aligned with profit and corporate objectives. Review client d
ata and benefits plans to ensure optimal service (as account implementation lead
and in conjunction with the claim system conversion and integration teams). Est
ablish new client relationships in cooperation with the business development fun
ction. Negotiate favorable client agreements. Resolve client and operational iss
ues in collaboration with appropriate internal functions. Deliver client and sen
ior management presentations.
*Generated $3M in revenues by extending 2 major client relationships for an addi
tional 2 years.
*Increased departmental efficiency by spearheading the large-scale deployment (1
8 month project) of a new account management system (upgrades, integration, and
claim system conversion), including data migration and collaboration with IT, cl
aims payment, member services, and e-commerce functions.
Manager, National Accounts (2002 to 2004)
Directed account operations for a $15M annual book, including 1 senior account r
epresentative and 2 account representatives. Devised and deployed strategies to
grow revenues and optimize service levels while maintaining alignment with corpo
rate objectives. Cultivated strong client relationships and advised on customizi
ng benefits plans and on claims administration procedures. Bolstered team effect
iveness by mentoring junior personnel.
*Resolved a $50M receivables dispute by determining solutions to client eligibil
ity issues.
*Facilitated collection of $1M in receivables through review of reconciliations.
*Enabled 2 of 3 directly reporting account representatives to earn promotions th
rough excellent coaching and mentoring.
Senior Account Executive (2001 to 2002)
Managed client relationships generating $5M in annual revenues. Developed and de
ployed strategies to retain existing clients, acquire new clients, and grow reve
nues while optimizing service / quality and adherence to corporate policies and
goals. Prepared and distributed quarterly analyses and monthly client reports. O
versaw and mentored 1 account representative.
*Enhanced revenues by playing a key role in adding new clients to the book.
*Created value by analyzing complex client claims issues and devising responsive
solutions.
Manager, Implementation Services (1999 to 2002)
Oversaw implementation operations, including 5 direct reports, 8 indirect report
s, and a 3-member printing team (ID cards and membership materials). Devised and
launched strategies to optimize clients' initial data and subsequent modificati
ons. Managed projects from needs gathering and planning to delivery. Prepared cl
ient presentations in cooperation with business development team.
*Generated ~ $7M in new revenues (with teammates) through membership on the Worl
d Class Service Team formed by senior management to improve business development
; played key role in presentations to prospects and existing clients.
*Implemented 25 new self-funded employer groups into the system in 2 years by im
proving processes and providing effective leadership.
*Strengthened communications and project operations by overseeing project review
and deployment meetings.
Implementation Specialist and Supervisor (1997 to 1999)
Developed and deployed strategies to optimize the implementation (and updates) o
f claims administration clients into the system. Devised process improvements an
d administrative modifications to maximize efficiency. Directed open enrollment
programs and advised clients on benefit plan alterations. Oversaw implementation
training / development programs, including eligibility file formatting and test
ing.
*Devised and deployed standardized implementation procedures in collaboration wi
th team.
*Acquired claims administration systems and process expertise.
Proposal Supervisor (1995 to 1997)
Managed the proposal function, including establishment and execution of a plan t
o bolster operations and recruit a new team. Supervised 8 proposal specialists.
Delegated RFP responses among team members. Assessed and edited team responses p
rior to dissemination.
*Developed a new RFP program and a new standard language database.
*Enhanced client service by improving company capacity to respond to workers' co
mpensation, group health, and government proposals.
HEWITT ASSOCIATES, Lincolnshire, Illinois * 1992 to 1995
Data Analyst for leading global benefits consultancy with more than 10,000 emplo
yees.