Jacksonville, Florida, United States
As a Customer Service Representative at UnitedHealthcare, I leveraged my strong communication skills and leadership abilities to provide excellent service to clients. I have a Bachelor's degree in Writing for Film, TV, and Emerging Media from Ithaca College, where I honed my creative writing and storytelling skills. I also have a minor in Politics, which has helped me understand the complexities of the healthcare industry and the needs of diverse populations. In addition to my current role, I have experience as a Sales Associate at Stop & Shop and a Communications Intern at US Ignite, where I gained valuable insights into customer engagement and marketing strategies. I am passionate about using my skills to make a positive impact in the world of healthcare and beyond. I have a strong passion for making the world of tech and healthcare more understandable to the everyday American, with my expertise in communication I am able to transcribe complex processes and transform them into colloquial text.
Registering patients accurately and efficiently Utilizing multiple systems and interfaces Cross-Trained in order to work in multiple patient access areas Maintaining service excellence to patients and visitors for face-to-face and telephonic encounters Contributing to PAS Goals as defined annually (Collections, Palm Scanning, etc.) Possessing a strong understanding of State and Federal regulations including EMTALA, AHCA, and JCAHO Maintaining a professional relationship with all clinical and non-clinical team members Articulating compliance documentation and ensure completion of required patient consent forms Maintaining patient privacy in accordance with HIPAA guidelines
Served as the advocate for UHG to provide medical providers with excellent customer service by diligently researching and solving complex claim inquiries Sought to understand and identify the needs of the provider by answering questions and resolving issues amongst the scope of benefits and eligibility, billing and payments, clinical authorizations, behavioral health, and general IT concerns Demonstrated strong multitasking to effectively and efficiently navigate over 30 computer systems within an above average time management quota in a high impact, high volume, and high demand call center Managed claim inventory by efficiently following up on pending cases and closing out resolved investigations. Obtained a strong knowledge of ICD-10-CDM, HCPCS and CPT codes, verbally, physically, and in written forms. Processed claims and performed audits for appropriate authorization Facilitated provider education sessions, enhancing understanding of claims processes and boosting provider satisfaction. Analyzed claim data trends to identify process bottlenecks, leading to streamlined operations and reduced claim resolution times. Implemented cross-functional communication strategies, improving coordination between departments and ensuring timely claim resolutions
Managed patron’s grocery order and shopped them. Greeted patrons and managed frequently asked questions through the call line. Streamlined in-store operations by efficiently managing customer orders, enhancing shopping experience and boosting satisfaction. Coordinated with team members to ensure seamless order processing, fostering a supportive and efficient work environment. Maintained organized inventory records, ensuring product availability and reducing customer wait times.
Created Twitter and Facebook posts and other social media content Wrote creative and informative blog posts for the company’s website Attended staff meetings and kept extensive meeting notes for my supervisor Provided timely, efficient and courteous customer service. Utilized automated systems to review, input, and retrieve data Pioneered engaging social media campaigns, driving noticeable audience growth and enhancing brand visibility. Streamlined content creation processes, ensuring timely publication and improved coordination across digital platforms. Conducted thorough data analysis to optimize content strategies, leading to measurable improvements in user engagement
Assisted patrons and helped them find the book or multimedia selection of their choice Organized bookshelves and straightened up communal reading areas Worked with the library database to input and retrieve information Resolved complex problems and discrepancies through research and review Facilitated team workshops to enhance library operations, fostering a more engaging environment for both staff and patrons. Streamlined book retrieval processes, significantly reducing wait times and boosting overall patron experience.
Facilitated student schedule planning, enhancing academic success and reducing stress for incoming freshmen. Processed and organized academic files using Microsoft Office, ensuring accurate records and streamlined access. Resolved complex academic issues through thorough research, improving student satisfaction and minimizing discrepancies. Assisted communications students with coursework, fostering a supportive learning environment and boosting confidence.