Zachary Buchholz

ZACHARY BUCHHOLZ 513 E 16TH ST D-40 ∙ VANCOUVER, WA 98663 - ∙ -SUMMARY OF QUALIFICATIONS 2 years’ experience coordinating projects and interacting directly with clients, brokers, and internal account executives. 7 years’ experience in bilingual customer service (English/Spanish) – working with members/customers, solving problems quickly and intuitively, de-escalating conflict, but also listening compassionately and with empathy. 5 years working for a third-party administrator in the health insurance industry. Outstanding organizational, communication, and time management skills. Strong desire to teach, to connect, and develop others in a positive and nurturing manner. Proven focus on customer satisfaction and attention to service. Appointed subject matter expert for medical claim, appeals, and new account installations. Consistently demonstrates ongoing commitment to education, training, and development activities – especially in product knowledge, procedures, and administration. EDUCATION Bachelor’s Degree: University of Wisconsin - Madison - Spanish Language & Literature PROFESSIONAL EXPERIENCE Product Implementation Manager / Project Coordinator Cambia Health Solutions December 10, 2018 – PRESENT Act as a liaison between business partners and all internal administrative and operational areas with respect to new product development, implementation and ongoing service issues that may arise. Establish and maintain strong working relationships with all project stakeholders including Product, Sales, Compliance, Marketing, Technology, external vendors and others as necessary. Help interpret and influence business/sales requests for product changes or new product implementation and assist in product development and design phases as required. Draft, coordinate and update product implementation documents, which define and clarify procedures for all parties involved and ensure consistency among the various supporting materials. Fully leverage multi-channel and/or omni-channel tools and technologies to communicate with consumers and fulfill their needs. Assist with development of key performance indicators and metrics to measure product performance Complete special projects and other duties as assigned. Drive process improvements. PROFESSIONAL EXPERIENCE Project Coordinator / Customer Implementation Specialist UMR – UnitedHealth Group July 18, 2016 - June 18 2018 Assisted new clients in developing medical benefits for their company. Scheduled meetings with the client, external vendors, and internal staff to lead discussions related to the client’s medical benefit options. Assisted the client in obtaining a balance between their corporate culture and the medical needs of their employees. Consistently led projects to improve internal processes and therefore improve our external vendor and client relationships. Teamed with IT developers to create and rollout a new tool which collects and houses new client data. Tested the tool using UAT methodology, and trained peers and other internal staff in the use of the tool. Created a consistency document and end user guide for staff. Worked closely with internal staff and external vendors to ensure the medical plan is installed correctly and the client's intent is obtained. Successfully implemented up to 40 customers concurrently using stellar organizational skills. Implemented complex accounts with unique benefits that require a collaborative effort. Teamwork and creativity were of key importance here. Participated in numerous internal committees to identify, update, and create accurate business workflow procedures. Presented the new or improved workflow processes and procedures to an internal committee of company leaders. Customer Service Team Lead UMR-UnitedHealth Group June 1, 2015 - June 1, 2016 Provided bilingual foreign claim translation – Spanish. Worked with escalated claim/call situations involving members and healthcare providers – English and Spanish. Presented live-system demonstrations to clients, vendors, and internal staff. Mentored, trained, and coached a team of customer service representatives. Senior Customer First Representative UMR-UnitedHealth Group July 16, 2013 - May 1, 2015 Provided bilingual customer service – English and Spanish. Processed medical claims beyond company Quality and Production standards. Analyzed and resolved client concerns; worked closely with internal staff to rectify system and errors and formulate process improvements. Account Manager Service Payment Plan, Inc. July 14, 2008 - April 14, 2013 Provided bilingual customer service – English and Spanish. Connected with vendors to discuss process improvements. Organized and participated in conference calls with industry professionals. Administered disbursement of client profits and refunds.