Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Austin Yuan

Saint Louis,MO

Summary

Dynamic Escalation Lead at Rose International on behalf of UnitedHealthcare, with a proven track record in client issue resolution and outcome orientation. Expert in navigating complex health insurance challenges, leveraging advanced research skills to enhance customer experience. Recognized for exceptional performance and leadership, consistently driving improvements in resolution time and team efficiency.

Overview

6
6
years of professional experience

Work History

Escalation Lead

Rose International
Jefferson City, MO
02.2023 - Current
  • Triage with doctors and nurse staff to resolve health insurance roadblocks in order to drive patient outcomes.
  • Advanced researcher of UnitedHealthCare company guidelines and policies within the basis of Medicare and Medicaid rules that pertain in resolving complex customer requests.
  • Responsible as a stand-in Supervisor on a weekly basis due to my excellent performance in resolution time and customer experience.

Customer Service

CIOX Health
Springfield, MO
04.2021 - 11.2022
  • Executed processing of insurance requests for Lester Medical Centers while adhering to HIPAA regulations.
  • Trained staff on procedures and policies to optimize performance.

Personal Vehicle Driver

UPS
Springfield, MO
11.2020 - 01.2021
  • Streamlined offboarding of shipped packages, enhancing organization for maximum efficiency, and guaranteeing safe delivery processes.

Sales Associate

GAP
Chesterfield, MO
05.2019 - 12.2019
  • Ensured store cleanliness, supported setup and breakdown of planograms, propelled customer sales, and executed overnight retail shipments and restocking.

Education

Interpersonal Communication -

Missouri State University
Springfield, MO
07.2020

Skills

  • Client issue resolution
  • Microsoft systems and Citrix
  • Customer experience management
  • Verbal and written communication
  • Research and analysis skills
  • Outcome orientation
  • Project management expertise

Accomplishments

  • - “Austin is constantly pushing customer service. He strives to find understandable ways to help our providers and advocates alike. He is always the first to volunteer help, and that makes him a valued asset to our team.” — Jamey Peters, Supervisor

Affiliations

  • Coaching Ultimate Frisbee
  • Leading and guiding slackliners
  • Volunteering at STL Food Bank

Timeline

Escalation Lead

Rose International
02.2023 - Current

Customer Service

CIOX Health
04.2021 - 11.2022

Personal Vehicle Driver

UPS
11.2020 - 01.2021

Sales Associate

GAP
05.2019 - 12.2019

Interpersonal Communication -

Missouri State University

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