Keith Brown
@keithbrown
Client-focused benefits and service leader delivering high-touch solutions.
United StatesWhat I'm looking for
I am a career-focused professional with 10+ years delivering high-level client service, benefits administration, and grievance resolution for nationally recognized employers and health plans. I combine regulatory knowledge with a client-first mindset to resolve complex issues and improve outcomes.
At Cigna I serve as the main liaison for a major commercial client, overseeing authorizations, escalations, and cross-functional coordination while using platforms such as Salesforce, Proclaim, OneView, and BlueZone. Previously I led on-site benefits for a county employer, drove enrollment and education initiatives, and supported audit readiness through rigorous documentation and compliance work.
I am recognized as a trusted mentor and leader who elevates team performance, promotes digital adoption, and advocates for members and providers. My background includes senior grievance coordination, pharmacy benefits support, and client management across healthcare and financial services.
Experience
Work history, roles, and key accomplishments
CHClient Service Account Manager
Cigna Healthcare
May 2023 - Present (2 years 9 months)
Serves as main liaison for Southwest Airlines, delivering high-touch support across benefit levels, overseeing external medical authorizations, and resolving complex service issues to improve client satisfaction.
CHOn-site Client Service Partner
Cigna Healthcare
Oct 2018 - May 2023 (4 years 7 months)
Acted as on-site benefits lead for Hillsborough County BOCC, guiding employees and retirees on plan options, driving enrollment education, and collaborating with HR to streamline benefits resolutions.
Senior Grievance Coordinator
WellCare Health Plans
Dec 2016 - Oct 2018 (1 year 10 months)
Resolved member and provider grievances with regulatory compliance, drafted policy-based case responses, collaborated with clinical and pharmacy teams, and supported audit readiness through detailed documentation.
UNSenior Grievances Coordinator
UnitedHealthcare
Jan 2014 - Dec 2016 (2 years 11 months)
Resolved complex appeals and grievances, ensured compliance with regulatory timelines, identified case trends to inform process improvements, and mentored new team members.
Pharmacy Benefits Lead
OptumRx
Mar 2013 - Dec 2016 (3 years 9 months)
Led help desk resolution for pharmacy claims and benefit inquiries, guided override protocols and claims error resolution, and delivered training and mentorship to support high documentation standards.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Rhode Island
Bachelor of Science, Communication Studies
2001 - 2006
Activities and societies: Named All-American Scholar Athlete; played as a wide receiver with multiple NFL franchises.
Pursued a Bachelor of Science in Communication Studies with approximately 96% of requirements completed between August 2001 and May 2006.
Edward H. White High School
High School Diploma, High School Diploma
Graduated with a high school diploma in May 2001.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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