CoreSource News

Client Manager Susan Paul Excels In Difficult Situations

Since coming to CoreSource in September of 2004, Susan Paul has proven she can handle tough assignments. Paul is a client manager in the Columbus office. Besides managing the CoreSource/Trustmark Employee Plan, she has also sparked the retention and admiration of an old account once threatened — Oasis Trust.

Oasis Trust is a dental program for more than 52,000 teachers and their dependents spanning 90 school districts in Ohio. Oasis is a million dollar account and one that goes back 35 years. Today, thanks in large part to Paul’s efforts and professionalism, the relationship between CoreSource and Oasis is on solid ground. “It’s my favorite group to work on and things are running smoothly,” Paul said.

When Paul arrived at CoreSource in ’04, however, the situation with Oasis wasn’t too good. The client felt under-serviced. Participation in the trust was shrinking. And one of CoreSource’s oldest clients was on the verge of leaving.

“It was reeling out of control,” said Jerry Castelloe, Charlotte and Columbus Location Leader. “They weren’t getting the T-L-C they were used to getting. So when Susan came in she created a high-touch service plan. Today, Oasis is back to being one of our best customers.”

Paul said serving Oasis means meeting with each school treasurer or superintendent in the program at least once per year and the larger school districts on a quarterly basis. She also said the account is growing, with ten new school districts added over the past three years.

“Getting out and meeting with clients is very helpful in retaining and growing this business,” Paul said. “I enjoy working with the Oasis Trust board and with each school district. Meeting with them in person has helped build stronger relationships, and helps me understand what’s happening in their district, and what’s important for them. Also, the entire Columbus office has worked extremely hard to improve all aspects of service to Oasis, from claims to eligibility to billing.”

“She’s highly regarded by her clients for her knowledge and the level service she provides,” said Jerry Castelloe, Location Leader for the Columbus and Charlotte offices. “She’s very thorough and she fights for what’s right for her clients.”

Nancy Chase, Assistant Vice President of Operations in Columbus, also praised Paul for her knowledge of operations and her overall professionalism. “We’re very proud to have her representing the company,” said Chase. “She’s always very prepared. And from a claims perspective, she understands what we do. Her clients needs come first, but she also knows what it takes to handle an account.”

The Oasis Trust program was formed in 1956 and was originally administered by JW Didion, a local TPA that eventually became part of CoreSource. Before joining CoreSource, Paul served as an account manager with United Healthcare and Travelers, and at one time, Fringe Benefit Review, which became the Charlotte office.