Imanu Esprit

Privately owned medical laboratory providing affordable, high-quality diagnostic testing services.

• Built and scaled a healthcare business from the ground up, now employing 12 staff across lab, admin, and client services.
• Oversee daily operations, including workflow optimization, staff scheduling, procurement, compliance, and quality control.
• Implemented systems to streamline turnaround times, reduce operational costs, and maintain high patient satisfaction.
• Ensure full compliance with local health regulations and international laboratory standards.
• Lead budgeting, pricing strategy, vendor negotiations, and strategic planning.
• Developed strong B2B and B2C client relationships through personalized service and reliability.
• Hired and trained new department managers to increase team oversight and productivity.

• Identified new business opportunities through thorough analysis of client needs.
• Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
• Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
• Resolved complex customer issues promptly, ensuring effective communication between internal teams.
• Served as escalation point for unresolved customer disputes, facilitating timely resolutions.
• Provided technical support during product demonstrations and onboarding processes.
• Developed relationships with clients to enhance satisfaction and loyalty.
• Conducted periodic account reviews for billing accuracy and compliance checks.
• Implemented initiatives to improve operational efficiency within the team.
• Collaborated with stakeholders across departments to maintain high-quality service delivery.
• Provided timely responses to customer inquiries, requests, and complaints.
• Met with clients to ascertain needs and develop plans which address current and long-term goals.
• Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
• Maintained up-to-date knowledge of competitor offerings to distinguish and communicate competitive value.
• Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
• Managed daily operations of group benefits including enrollment, employee inquiries, billing reconciliation and premium payments.
• Performed data entry into multiple systems for new hires, terminations, open enrollments and changes due to qualifying events.
• Assisted with the preparation of annual renewal process for all group insurance products.
• Participated in meetings with brokers or consultants when necessary for product selection or renewal negotiations.
• Responded timely to requests from auditors regarding benefit information or documents.
• Assisted in the implementation and administration of group life, health, dental, vision and disability plans.
• Advised HR staff on best practices related to administering benefits plans.
• Worked with field agents to provide recommendations on customer applications.
• Delegated work to staff, setting priorities and goals.

• Resolved customer complaints related to insurance claim processing.
• Developed strategies for improving customer service standards within the department.
• Investigated suspicious or fraudulent claims and reported findings to management.
• Assisted customers in filing new insurance claims and provided status updates on existing ones.
• Supported efficient handling of complex claims and followed up on open, denied, or suspended claims to complete required line items.
• Assisted new policyholders with processing claims.
• Retained strong medical terminology understanding in effort to better comprehend procedures.
• Organized information by using spreadsheets, databases or word processing applications.
• Resolved routine and complex issues by performing detailed research.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Explained coverage options to potential policyholders, answering questions or concerns.
• Ensured all forms were properly completed before filing them with the relevant governing bodies.
• Monitored policy expiration dates and sent out renewal notices as needed.
• Resolved customer inquiries regarding billing issues or coverage discrepancies.
• Performed data entry tasks for new policies and account changes.
• Maintained accurate records of client information and policy documents.
• Reviewed applications for accuracy prior to submitting them for underwriting approval.
• Facilitated the submission and processing of insurance claims.
• Worked with field agents to provide recommendations on customer applications.
• Assisted claimants, providers and clients with problems or questions regarding claims.