Andrew J. Williams
619-***-**** ac4n4i@r.postjobfree.com 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
Education
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