CLAUDIA JOHNSTON
Rosemount
Summary
Dynamic Client Delivery Manager skilled in leading remote teams to achieve high-quality benefits administration for large employer groups. Achievements include implementing process improvements that reduced escalations and enhanced service delivery metrics. Dedicated to maintaining compliance and driving operational efficiency in high-volume environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Client Delivery Manager
Aptia Group (Mercer Health & Benefits LLC)
Boston
01.2023 - Current
- Lead a remote team delivering benefits administration and enrollment operations for employer groups ranging from 100 to 75,000 employees.
- Managed team of 7 (client delivery specialists & business analysts), conducted bi-weekly 1:1s, coached on performance management, and facilitated career development planning.
- Ensured operational controls, service quality, and compliance standards are met across all client work.
- Monitored productivity, capacity, and adherence to Workday/ADP processes and operational routines to ensure seamless service delivery.
- Reviewed daily dashboards to assess volumes, aging, SLA risks, and trends; implement corrective actions to maintain service levels.
- Oversaw SOP adherence, ProcessFlow task completion, and operational health reporting.
- Identified workflow gaps and partner with offshore teams to optimize distribution of work and reduce onshore load.
- Drove root-cause analysis for escalations and implement prevention strategies.
- Oversaw open enrollment readiness, SOC control validation, testing artifacts, milestone tracking, and risk mitigation planning.
- Ensured timely, accurate delivery of enrollment materials, payroll error collection, and HRIS file load management.
- Managed carrier file error reports, QMCSO processing, premium billing tasks, and appeals/participant logs.
- Provided consultative support to clients, resolved escalations promptly, and ensured compliance with SOW-defined SLAs.
Operations Support Services
Mercer Health Benefits & Administration LLC
Urbandale
10.2021 - 03.2023
- Resolved 80-100 weekly HR/benefits inquiries, ensuring high accuracy and delivering strong customer service.
- Developed documentation, SOPs, and training materials to streamline common benefit processes.
- Coordinated invoice payments and claims reviews while supporting end-of-project training initiatives.
Service Delivery Manager
Mercer Health Benefits & Administration LLC
Urbandale
12.2020 - 10.2021
- Oversaw client transitions while training offshore teams for seamless operational continuity.
- Trained and mentored team members on best service practices to elevate service quality.
- Managed analysts across multiple markets to enhance service pod efficiency and minimize escalations.
Senior Service Delivery Analyst
Mercer Health Benefits & Administration LLC
Urbandale
10.2019 - 12.2020
- Implemented best practices that optimized service delivery workflows and improved client satisfaction.
- Initiated process improvements that enhanced cross-team collaboration and streamlined workflows.
- Monitored service level agreements to ensure compliance and quality standards.
- Supported over 100 clients, led daily team meetings, and served as interim manager to ensure continuity and team alignment.
Service Delivery Analyst
Mercer Health Benefits & Administration LLC
Urbandale
02.2018 - 10.2019
- Monitored open tickets and ensured timely closure per SLAs, contributing to improved customer satisfaction.
- Ensured customer satisfaction through proactive communication and issue resolution.
- Mentored peers and trained offshore teams, fostering collaboration and improving service delivery.
- Acted as SME for benefit systems, eligibility, and client services, enhancing team knowledge and support capabilities.
Operations Effectiveness Analyst
Mercer Health Benefits & Administration LLC
Urbandale
04.2014 - 02.2018
- Audited Benefit Counselor calls to ensure quality and compliance, identifying trends and risks to mitigate potential issues.
- Supported training and development initiatives to enhance operational effectiveness and drive continuous improvement.
Benefit Counselor
Mercer Health Benefits & Administration LLC
Urbandale
07.2013 - 04.2014
- Assisted employees in navigating complex benefit plans and coverage details, ensuring clarity and informed decision-making.
- Guided employees and dependents in selecting appropriate health benefits options, enhancing their understanding of available choices.
- Resolved employee inquiries regarding claims, coverage, and enrollment issues, facilitating timely access to benefits.
Agency Team Member
State Farm Insurance - Craig Hamilton
Fort Dodge
03.1999 - 06.2013
- Cultivated customer relationships, ensured coverage accuracy, and collaborated with underwriters to facilitate seamless policy management.
- Supported clients with policy inquiries and claims processing to enhance customer satisfaction.
- Coordinated administrative tasks, including filing and data entry, to maintain organized client records.
- Maintained accurate records of client information and transactions.
Education
Bachelor of Arts - English, Business Concepts
University of Northern Iowa
Cedar Falls, IowaSkills
- Client Escalation Management
- Enrollment Fulfillment Operations
- Benefits Administration
- Compliance (ACA, HIPAA, ERISA)
- Operational Excellence & Continuous Improvement
- SOP Development & Process Standardization
- Stakeholder Management
- Workflow Optimization & Capacity Management
- Metrics, Reporting & Data-Driven Decisions
- Quality Oversight & Risk Mitigation
- Cross-Functional Collaboration
- Remote Team Leadership & Coaching
Certification
Minnesota Insurance Licenses: Accident & Health, Life, Personal Lines, Property & Casualty
Timeline
Client Delivery Manager
Aptia Group (Mercer Health & Benefits LLC)
01.2023 - Current
Operations Support Services
Mercer Health Benefits & Administration LLC
10.2021 - 03.2023
Service Delivery Manager
Mercer Health Benefits & Administration LLC
12.2020 - 10.2021
Senior Service Delivery Analyst
Mercer Health Benefits & Administration LLC
10.2019 - 12.2020
Service Delivery Analyst
Mercer Health Benefits & Administration LLC
02.2018 - 10.2019
Operations Effectiveness Analyst
Mercer Health Benefits & Administration LLC
04.2014 - 02.2018
Benefit Counselor
Mercer Health Benefits & Administration LLC
07.2013 - 04.2014
Agency Team Member
State Farm Insurance - Craig Hamilton
03.1999 - 06.2013
Bachelor of Arts - English, Business Concepts
University of Northern Iowa