Amanda Burbank
Sr Provider Relations Advocate, Account Manager
City Of Saint Peters,MO
Summary
Dynamic healthcare professional with extensive experience at UnitedHealthcare, excelling in provider relationship management and operational training. Proven track record in enhancing service quality and increasing provider retention through strategic initiatives and effective communication. Strong problem-solving abilities and attention to detail drive success in health plan operations.
Overview
24
24
years of professional experience
Work History
Senior Provider Relations Advocate, Account Manage
UnitedHealth Care, UnitedHealth Group
04.2016 - 04.2025
- Spearheaded strategic initiatives aimed at enhancing overall service quality offered to providers.
- Improved claims processing efficiency by implementing standardized procedures and providing ongoing training to providers.
- Increased provider retention rates by establishing strong relationships and addressing issues proactively.
- Acted as a liaison between the company and providers, maintaining open channels of communication to ensure smooth collaboration.
- Answered provider inquiries via email, telephone and written correspondence.
- Facilitated timely resolution of escalated issues through effective collaboration with internal departments and external partners.
- Fostered strong, positive relationships with key providers by coordinating, facilitating and leading partnership meetings.
- Collaborated across three business lines: Employer & Individual (Commercial Plans, Medicare & Retirement (Medicare Plans), and Community & State (Medicaid Plans).
Provider Service Supervisor
UnitedHealth Care, UnitedHealth Group
03.2008 - 04.2016
- Managed a team of 18 to 25 Provider Resolution Agents, ensuring operational excellence.
- Supervised daily, weekly, and monthly operations to sustain high productivity levels.
- Delivered coaching and feedback, including corrective action plans for performance enhancement.
- Established team priorities to effectively achieve quality and service level objectives.
- Executed annual performance reviews to assess individual contributions and development.
- Utilized expertise to systematically identify and resolve operational challenges.
Operational Trainer
UnitedHealth Care, UnitedHealth Group
08.2006 - 03.2008
- Implemented extensive new hire training, highlighting importance of adherence to company values, policies, and procedures.
- Provided hands-on support to customer service teams through direct training experiences (on the job training)
- Ensured all training resources reflected the latest policies and included applicable examples.
- Cultivated an inclusive environment conducive to different adult learning methods.
- Assessed trainees based on attendance, engagement, attitude, and performance metrics.
Quality Specialist
UnitedHealth Care, UnitedHealth Group
11.2003 - 08.2006
- Evaluated and scored agents according to established quality program standards.
- Conducted presentations for Customer Service Teams and New Hire Classes on quality program initiatives.
- Ensured compliance with scoring guidelines and production standards throughout all evaluations.
- Trained quality agents and other personnel on Consumer Driven Health Care Products.
Customer Service Representative
UnitedHealth Care, UnitedHealth Group
11.2000 - 11.2003
- Handled intricate member and provider calls with efficiency and professionalism.
- Addressed customer service inquiries related to benefits, eligibility, and claims promptly.
- Processed authorization requests for treatment while adhering to guidelines.
- Provided outstanding customer service to ensure positive experiences for all members.
- Regularly met production goals regarding quality standards and schedule adherence.
- Achieved average handle time targets through effective call management strategies.
Education
Some College (No Degree) - Health Occupations
Lewis And Clark Career Center
St. Charles, MOSkills
- Healthcare industry
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Health plan operations
- Provider relationship management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceHealthcare benefitsCompany CultureTeam Building / Company RetreatsPaid time offTimeline
Senior Provider Relations Advocate, Account Manage
UnitedHealth Care, UnitedHealth Group
04.2016 - 04.2025
Provider Service Supervisor
UnitedHealth Care, UnitedHealth Group
03.2008 - 04.2016
Operational Trainer
UnitedHealth Care, UnitedHealth Group
08.2006 - 03.2008
Quality Specialist
UnitedHealth Care, UnitedHealth Group
11.2003 - 08.2006
Customer Service Representative
UnitedHealth Care, UnitedHealth Group
11.2000 - 11.2003
Some College (No Degree) - Health Occupations
Lewis And Clark Career Center
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