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Manager Account

San Diego, California, United States
March 02, 2018

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Andrew J. Williams

619-***-**** 1655 Scott St, San Diego CA 92106

Professional Summary

Exemplary language and interpersonal skills combined with a strong math background. Recognized for producing high quality deliverables ahead of deadlines. Focused on relationship building with internal and external clients; delivering efficacious outcomes with compassion and integrity. Highly adaptive and responsive to changes in organizational directives; effectively balancing short term goals with long term vision of Senior Leadership.

Core Qualifications

OptumRx P.O.E.T. Certified Facilitator

Seasoned trainer, coach, and developer of existing Advocates, Leads and New Hires

Previous experience with payroll entry and timesheet audits for 25 plus employees

Excellent presentation skills and previous experience leading team meetings

Expert level call monitoring and call reviews using current QA guidelines

Adroit handler of escalated calls and extremely delicate situations involving patient care

Identifying, completing, and reporting on special projects as dictated by business needs

Employment History

07/2016 – 10/2017 OptumRx, Service Account Manager, Grade Level 25

Dedicated OHCA Service Account Manager for OHCA Accounts implemented on L- Cat platform

Subject Matter Expert regarding OHCA Call Model and all systems utilized by OptumRx

Conducted side by side call handling evaluations with New Hires and existing talent to identify opportunities for improvement for employee development and increased productivity while simultaneously improving member experience, client relations, and increasing NPS scores

Traveled to Orlando to provide floor support for OHCA frontline Advocates and Leads

Created Job Training Aides designed to improve member experience

Conducted extensive secret shopper campaigns to monitor performance of OptumRx Health Care Advisors

Specialized in restoring client and member relationships when service breakdowns occurred

Highly regarded for analytical problem-solving approach, de-escalation techniques, and driving continuous process improvement

Presented weekly briefings to account teams across all departments

Drove continuous process improvement by identifying, completing, and reporting on special projects congruent with enterprise wide objective of making the health system work better for everyone

Routinely assigned as the Dedicated Service Account Manager for escalated clients and consistently improved client relations and performance related to those escalated clients

Created concise weekly reports distributed to Senior Leadership, Operations, and Account Teams

Experienced with researching and troubleshooting call routing issues

05/2014 – 07/2016 OptumRx, Customer Service Lead Advocate, Grade Level 24

Developed leadership skills by training new hires and training and developing existing talent

Embodied core organizational values of Integrity, Compassion, Relationships, Innovation, and Performance

Documented in all the appropriate systems in accordance with current QA Guidelines

Adroit handler of escalated calls and extremely delicate situations involving patient care

One of the top performers as measured by objective criteria such as Quality, AHT, ACW, and Adherence

Conducted side by side call handling evaluations with New Hires and existing talent to identify opportunities for improvement with the focus of improving member experience

Frequently selected as P.O.E.T. to facilitate New Hire Training

Frequently selected for travel to multiple locations to assist Learning Services and Operations with a variety of training and employee development initiatives as dictated by business needs

11/2012 – 05/2014 OptumRx, Customer Service Advocate, Grade Level 22

Performance leader as measured by call center metrics such as AHT, ACW, Voice of the Customer, Quality, and Adherence

Delivered exceptional customer service to members when assisting with Home Delivery and Pharmacy Benefit inquiries

Excelled with learning the various documentation requirements

02/2010 – 07/2011 Gaspar Doctors of Physical Therapy, Office Manager

Managed daily schedule for several Physical and Occupational Therapists and resolved scheduling conflicts when they occurred

Facilitated the conversion to a paperless office with the utilization of EMR’s while maintaining HIPAA compliance protocols

Improved collections from 75 % to 98 % of patient fees collected at time of service

Credited with turning worst performing office into their most profitable location

04/2008 – 01/2010 Volunteers of America Southwest California, Bookkeeper II

Audited timesheets and submitted payroll for over 25 employees every two weeks

Responsible for recording and reporting payments, expenses, intakes, and discharges related to all short and long-term substance abuse recovery programs in San Diego administered by Volunteers of America


01/2014 – 05/2014 University of Central Oklahoma, Edmond, Oklahoma

Special Education Boot Camp, Intensive grad level curriculum; GPA: 4.0

08/2011 – 10/2012 Brite Divinity School, Fort Worth, Texas

Completed 21 of 84 Hours for Master of Divinity Program; GPA: 3.814

01/1997 – 12/2000 Wright State University, Dayton, OH

Bachelor of Science: Major in Finance, Minor in Accounting; GPA: 3.216

Certifications & Honors

Nationally Certified Pharmacy Technician, CPhT

OptumRx P.O.E.T. Certified Facilitator

CPR & First Aid Certification

Superior Performance Award Winner, OptumRx 2014

Received highest possible rating of “5” on OptumRx annual performance reviews in 2013 and 2017

Social Responsibility

Volunteering at OK Kids Korral helping to serve families with children battling cancer

Volunteering at Central OK Humane Society

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