YOUSHEIKA GLEASON

CONTACT

816-***-****

adz2zx@r.postjobfree.com

PROFILE

Dedicated customer service professional with 20+ years of experience in a fast-paced environment seeking an opportunity in a team-orientated company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction. Typing 50+WPM. Proficient in Windows, Microsoft Word, Microsoft Excel and Microsoft Outlook. Excellent written and oral communication skills.

SKILLS

ORGANIZATIONAL SKILLS

COLLABORATION

CRITICAL THINKING

COMMUNICATION

TRAINING

TEAM PLAYER

QUICK LEARNER

MULTI-TASKER

ADAPT WELL TO CHANGE

WORK WELL IN A FAST PACED ENVIRONMENT

EXPERIENCE

Optum Infusion Pharmacy

Senior Clinical Administrator Coordinator

2017- Current

Function as a Subject Matter Expert for other team members. Manage the intake of members or the admission/discharge information post notification. Work with hospitals, clinics, facilities, and the clinical team to manage requests for services. Manage the referral process, processing incoming and outgoing referrals and prior authorizations, including intake, notification, and census roles. Resolve inquiries from members and/or providers.

Communicate with the customer/member and or external source if there are any issues the resolution and the expected turn around time. Proactively managed customer accounts including expectations and service needs. I have worked directly with the customer and the external source from beginning to end on status updates and if there are any issues and the resolution. Currently compute and analyze process metrics for the customers insurance and the medication being prescibed to determine the billing path.

United Healthcare/Prescription Solutions

Customer Service Rep/Lead/ (prior to DAC (Diabetes Active Care department dissolution)).

2010-2017

Solely responsible for managing billing and claims. Identify medical and coding procedure or fee errors and omissions, making necessary adjustments to patient’s accounts. Reviewed CPT-ICD-9 codes for accuracy on patients’ ledgers. As a Lead I was responsible for assisting my Supervisor with team members consisting of 10-15 customer service agents/reps by listening and offering feedback on their calls as well as the day to day task. in addition to my own task consisting of delegating customer service issues to ensure timely and accurate resolution. Use appropriate communication techniques when responding to customers, particularly in stressful situations. Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists.

AT&T

Account Rep.

1996-2008

Responsible for ensuring customer satisfaction and retaining business. Address problems and complaints, suggest solutions and drive positive outcomes. Sales to provide intimate knowledge of products and services being sold. Great communication skill and the ability to cross sell. Clientele the ability to build a trusting relationship with the customer to ensure a long lasting professional and continued growth relationship.

EDUCATION

Lee Summit High School

1996

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