kerry martin

Responsible for developing, managing and providing strategic leadership to the Guide Services program.

Responsible for analyzing, designing, implementing, maintaining and improving Accolade’s Content Management System which Health Assistants use to answer client’s benefit related questions. Develop, edit and publish content; establish efficient workflows; document best practices. Manage all benefit related documents for a National Customer by conducting in-depth, detailed analysis of SPDs (Summary Plan Descriptions) and other health care documents Simplify health care industry jargon and complex benefit information. Support Accolade’s growth by implementing our benefit processes for new customers and integrating with new 3rd party health plans, PBMs, etc.  Work within the Content Team to identify process enhancement based on Health Assistant feedback Provide constructive feedback Health Assistants and Leaders at Accolade after reviewing Escalations and assessing process improvement Develop and conduct New Hire & ongoing training for Health Assistants by bringing content to life through examples and resources

* Managed a team of approximately 10 Accolade Health Assistants as they delivered outstanding customer care while also meeting their own performance objectives, all of which are consistent with Accolade's over-arching goals of superior customer service Leveraged critical thinking and judgment to know when to engage and coordinate with the right expert resources, in doing so ensured that clients have the right expertise (RN, Behavioral, Claims, Pharmacy, etc.) involved with solving their problems, facilitated collaboration where necessary Led meetings with internal departments to review metrics, client cases, key issues, and pending initiatives as well as the progress of special projects, audits and committees. Other skills included: talent recognition and development * client/service orientation * excellent communication, leadership and inter-personal skills * highly developed critical thinking * strong problem solving * commitment to ongoing learning * and demonstrated good judgment.

Acted as a trusted advisor to help employees of large companies and their families make more informed health care decisions, get the right care when they need it and understand how to get the most from their health care benefits. Answered inbound and placed outbound calls on the following topics: Medical benefits, Claims questions, Open Enrollment Options, Medical education, Provider Search and Treatment decisions and support. Coordinated care and resources that enabled clients to receive coordinated services with providers. Collaborated with team members to deliver best possible service experience. Participated in the training, coaching and mentoring of new Accolade Health Assistants; recognized and developed talent of existing Accolade Health Assistants Assisted in the development of promotional materials. Presented at employers Wellness Fairs.

Recruited, trained and managed staff at a non-profit agency that coordinates investigations of child abuse. Ensured that documentation of the forensic interview process was thorough, accurate, forensically sound, and met the needs of the multi-disciplinary team. Collected and analyzed data to track and measure forensic interviewing services. Facilitated monthly forensic interviewing conference calls and quarterly journal article telephone calls. Maintained contact with the District Attorney’s Office to ensure that all court hearings were attended and that all court orders were satisfied. Organized and oversaw the annual conference sponsored by the Philadelphia Children’s Alliance. Maintained role as a Forensic Interview Specialist.

Collaborated with child welfare and law enforcement professionals who are investigating allegations of child abuse Conducted forensically sound investigative interviews with children ages 2 through 18 years old with varying developmental levels and clinical diagnoses in order to elicit information in a child friendly, culturally sensitive, unbiased and fact-finding manner that is coordinated to avoid duplication Conducted investigative interviews with non-offending caretakers as a part of the child forensic interview process Developed detailed reports, form professional impressions, and make appropriate recommendations based on the results of interviews Testified in criminal and dependency court proceedings

Paragon is a business and technology consulting firm that specializes in enterprise information management to help clients achieve better business results. The company does this through its industry practices, solution accelerators and specialized technology competencies that help clients achieve operational efficiency, business capability and regulatory compliance. We focus our work on a few key industries – communications, financial services, healthcare, insurance and life sciences. The industry-focused strategy consulting and systems integration teams work to address concerns in Process Optimization, Information Governance and Information Integration.For more information visit www.consultparagon.com.