Heather Mullins

Coordinate and support community-based educational, environmental, gardening, and outreach initiatives for multiple local organizations. Develop project plans and assist with execution of volunteer programs, including creating interactive educational art projects for children.

Led the work and deliverables of multiple complex projects or programs through to implementation, impacting multiple processes, systems, functions, and products for the Medicare Group Call Center with over 250 customer service representatives. Developed and implemented strategic business plans to achieve business goals.

Supported the Medicare Group Call Center by recommending appropriate actions, strategies, and alternatives to meet business needs for a call center of over 250 customer service representatives nationwide. Managed all aspects of projects including planning, coordination, development, and implementation.

Served as Single Point of Contact for customers and human resource personnel, responding to and resolving escalated and complex global issues for Claims/Calls and Plan Sponsor Services. Provided information and analysis to drive decision-making processes and support business operations.

Handled all premium billing escalations for the Retiree Health Access plans for both Traditional and Medicare Advantage plans. Worked with external vendors to ensure all escalated issues were resolved and reached out to members to advise of outcomes.

Answered member calls relating to claims and medical benefits for Traditional Commercial and Medicare Advantage plans. Processed hospital and doctor's office claims.

Activities and societies: Supported educational programming, community gardening activities, Learning Never Ends, and Fairfield County Extension initiatives.

Participated in the Extension Master Gardener Volunteer program, supporting educational programming and community gardening activities.