Antionette Taylor
Martinsville,VA
Summary
Compassionate and professional individual dedicated to championing human-centered leadership. Utilizes an agile approach to inspire change and foster teamwork, resulting in superior service delivery. Strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth.
Overview
7
7
years of professional experience
Work History
Consumer Analyst Team Lead /Consumer Centric Leadership Experience
United Health Group
01.2022 - Current
- Managed and led teams consisting of 6-8 members for two consecutive project rotations
- Collaborated along with overseeing all activities within the team
- Distributing how to approach tasks and developing a plan to accomplish them
- Led scrum master duties, daily stand-ups, overseen the development of project progress, and communication across stakeholders and internal leaders
- Conducted regular 1:1s with members of my team, created a space for open communication, feedback, and support, thereby strengthening the individual's growth and performance
- Led, coached, mentored, and encouraged collaboration among team members while fostering an environment that promotes both personal and professional development
- Addressed and managed conflicts personal and professional within the team effectively along with tracking progress and ensuring the team is working efficiently towards goals
Customer Service Representative Medicare & Retirement
United Healthcare
01.2018 - 01.2022
- Benefit Quotation and Eligibility: Determine service eligibility under Medicare and Retirement plans
- System Navigation and Network Advocate Aid: Help Tier 1 Advocates and customers find network vendors and providers
- Use of NDB, Sales force, Rally, ISET to update provider demographic changes
- Inquiry Resolution: Address benefits, claims, prescriptions drugs account issues promptly
- Use of ICUE, IBAG, Maestro, RX Claim, Cosmos, and Doc 360
- Appointment Coordination: Facilitate scheduling with care providers for members
- Plan Education: Instruct customers on health plan benefits and provider selection
- Complex Support & Quality Review: Offer advanced case support and evaluate Tier 1 Advocate interactions
- Training of peers through POET certification
Education
Certified Clinical Medical Assistant Diploma -
Fasttrack HealthCare Education
Roanoke, VAICAgile Certified Professional Coaching Certificate -
ICAgile
Google Project Management Certificate -
Coursera
01.2024
Skills
- MS Office Suite (Excel, PowerPoint, Word)
- Researching
- Process Improvement
- Agile Project Management
- Coaching & Training
- Stakeholder & Risk Management
- Project Scope & Planning
- Data Analysis & Trends
- SharePoint Page Design
- Organizational & Multitasking Skills
- Customer Service
Timeline
Consumer Analyst Team Lead /Consumer Centric Leadership Experience
United Health Group
01.2022 - Current
Customer Service Representative Medicare & Retirement
United Healthcare
01.2018 - 01.2022
Certified Clinical Medical Assistant Diploma -
Fasttrack HealthCare Education
ICAgile Certified Professional Coaching Certificate -
ICAgile
Google Project Management Certificate -
Coursera
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