Annette Smith
Florissant,MO
Summary
Experienced and organized supervisor with a proven ability to build positive rapport, inspire trust, and guide teams towards the achievement of organizational goals. Strong facilitator, adept at working cross-departmentally with co-management and top-level leadership to ensure seamless collaboration and effective communication. Recognized for excellent training and mentoring skills, providing valuable guidance and support to team members to enhance their skills and professional growth.
Overview
15
15
years of professional experience
Work History
C&S+Member Services Supervisor
United Health Group
04.2020 - Current
- Coordinate and supervise daily/weekly/monthly activities of a team members
- Ensure performance goals are met
- Biweekly one on ones
- Conduct personalized coaching
- Complete annual performance reviews
- Complete performance management activities (formal & informal)
- Secure access requests and approvals
- Timecard management
- Overtime management
- Real time phone queue management
- HR coaching & activities
- UES Callbacks to member
- Collaborate on Navigator Coaching (technical vs behavioral)
- Interview to accelerate ramp periods.
Team Lead for Clinical Led Navigation Team
United Health Group
09.2019 - 04.2020
- Coordinated and supervised daily/weekly/monthly activities for a team
- Work closely alongside management and assist with their daily functions
- Provided coaching and feedback regularly to team members
- Identified & resolved operational issues using detailed processes, expertise & judgment
- Set performance goals for the a team and ensure that those goals are met
- Held team meetings to improve processes, updates and/or additions
- Building and maintaining relationships in all lines of business
- Assist in developing/mentoring coworkers and other employees.
Clinical Led Navigator
United Health Group
01.2017 - 01.2020
- Assist and provide resolution to members with complex services
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health topics
- Demonstrate outstanding service to identify the source of the issue and work to resolve customer service inquiries and issues in a timely manner related to: - Correspondence requests - Medical Benefits, eligibility and claims - Pharmacy benefits, eligibility and claims
Advocate4Me Representative Sr.
United Health Group
08.2009 - 05.2018
- Providing plan and eligibility information to members, doctors and pharmacists referring to billing, claims and plan benefit detail.
- Constructing verbal grievances, appeals and coverage determinations while abiding by Medicare guidelines.
- Building rapport, trust and positively engaging with caller while providing educational plan details.
- Proficient with medical claims billing, I-CD9 and CPT codes.
- Insure accuracy or insurance claims submissions for both prescription and medical.
Education
Southeast Missouri State
01.1990
HS Diploma - undefined
Northwest High School
01.1988
Skills
- MS Office (Excel, Outlook, Publisher, Word)
- 60 WPM
- Strategic/Critical Thinking
- Leadership
- First Interaction Resolution
- People
- Oral & Written Communication
- Analyze data
- Adaptability
- Drive Performance
- Performance monitoring
- Employee engagement
References
References Available Upon Request
Special Projects
- Learning Assistant for Training Department
- Floor Walker for Training Department
- Traveling Subject Matter Expert (SME)
Timeline
C&S+Member Services Supervisor
United Health Group
04.2020 - Current
Team Lead for Clinical Led Navigation Team
United Health Group
09.2019 - 04.2020
Clinical Led Navigator
United Health Group
01.2017 - 01.2020
Advocate4Me Representative Sr.
United Health Group
08.2009 - 05.2018
HS Diploma - undefined
Northwest High School
Southeast Missouri State