Leah Hudson

adsuxg@r.postjobfree.com 267-***-**** PA, United States

PROFESSIONAL SUMMARY

An effective communicator with 8 years of experience fostering relationships, customer service, analyzing data, and adapting to new processes in the healthcare and education fields. Proven ability to collect and manage information efficiently and accurately. Excellent written and verbal communication skills and a strong desire to work hard and perform well.

SKILLS, TOOLS & TRAININGS

• Analytical, Detail oriented, Critical thinking, Effective communication, Leadership, Customer service, Problem solving, Research, Team oriented, Project management, Willingness to learn, Proposal Writing

• Adobe photoshop, Benefit Access Canva, Dynamics 365, EPIC, Facets, Google Workspace, Microsoft Office Suite & Microsoft Teams, OneView, Proclaims, Salesforce, SharePoint, SQL, Visio, WebEx

• Affordable Care Act: Section1557, Cultural Competency: Cross-Cultural Communication, Data Classification, Health Plan Data Firewall Policy Training, Information Security, PA- CT: COVID 19 Disease, Medicare A, B, C & D systems

COMMUNITY OUTREACH, GROUPS & ORGANIZATIONS

• Invested 4 Life Organization (2016- 2018)

• Sista Circle: Black Women in Tech

• National Association of Health Service Executives (NAHSE) EDUCATION

St. Joseph’s University, Philadelphia, PA

Masters of Science, Health Administration August 2016 – May 2018 Shippensburg University, Shippensburg, PA

Bachelors of Science, Psychology August 2008 – December 2013 WORK EXPERIENCE

Medical and Pharmacy Customer Service Advocate,

Cigna – Remote, PA February 2022- August 2022

• Guided and educated callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries;

• Responded to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries;

• Identified issues and communicated solutions and steps to customers, pharmacies and physicians with prescription orders and reorders;

• Asked appropriate questions and listen actively while documenting required information in computer systems

Quality Analyst, August 2020 – February 2021

Insight Global – Remote, PA

• Notified residents of PA of their exposure to COVID-19, following CDC guidelines to provide COVID19 health education and quarantine/ isolation regulations, in conjunction with the Pennsylvania Department of Health

• Conducted notification of exposure in a manner that maintains the confidentiality of individual diagnosed with COVID-19 and ensured that their identity was undisclosed

• Employed dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds

• Prioritized while paying close attention detail in documentation and data management as multiple investigations will be conducted simultaneously

Management Analyst, November 2017 – May 2018

District of Columbia Health Benefit Exchange Authority – Washington, DC

• Initiated and established contact with collateral resources within the DC Health Benefit Exchange (DC Health Link) using the integrated DCAS system to determine eligibility and enrollment in Medicaid, private health insurance and other programs with case management capabilities

• Served as case manager using Salesforce, Enroll App and other IT solution to resolve and deescalate customer issues and concerns (residents, small business owners and their employees as well as Congressional staff)

• Collaborated with 6 team members, agency legal staff, navigators, DCAS program specialist, community-based brokers and insurance carriers to identify and help resolve enrollment barriers

• Analyzed and evaluated enrollment procedures, completed reports, and made recommendations as needed to DCHBX leadership to better serve small businesses clients and residents of the District of Columbia

Data Entry Operator, October 2016 – November 2017

District of Columbia Health Benefit Exchange Authority – Washington, DC

• Executed quality testing to ensure EnrollApp functions properly for consumers on their mobile devices

• Managed and organized UI (user interface) testing and other programs for customer plan shopping on DC Health Link, the District's online health insurance, developed outreach strategies to reach specific test audiences

• Collected user data to help improve the UX experience and communicated results to senior leadership

• Acted as the intra-agency client liaison to plan management, communications and outreach and the Small Business Health Options Plans (SHOP) teams to support exchange operation and initiate the resolution of problems and concern

Data Quality Assistant, July 2014 – May 2016

Trion a Marsh and McLennan Agency LLC Company – King of Prussia, PA

• Recommended, implemented, and monitored preventative and corrective actions to ensure that HIPPA and various department standards are achieved.

• Investigated client inquiries and issues relative to health and wellness, health insurance options, and the benefits of the Affordable Care Act (ACA) to ensure client satisfaction

• Verified, updated and corrected source documents

• Entered data into designated database and responded to requests for information and statistics

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