Bianca McLendon
Greensboro,NC
Summary
Dedicated Healthcare Administrative Professional with 3+ years of experience supporting patients, providers, and healthcare operations in fast-paced healthcare environments. Proven success coordinating patient services, appointment scheduling, insurance verification, claims resolution, provider communication, and HIPAA-compliant documentation.
Overview
5
5
years of professional experience
Work History
Healthcare Benefits Advisor
UNITEDHEALTH GROUP
Greensboro, NC
09.2023 - Current
- Serving as the primary point of contact for members seeking guidance on healthcare benefits, claims, and coverage options, helping individuals make informed healthcare decisions with confidence.
- Coordinate communication between patients, providers, and insurance teams to resolve complex benefit and claim issues, ensuring timely access to healthcare services.
- Assist members with appointment scheduling and provider coordination, reducing barriers to care and improving the overall patient experience.
- Research and resolve healthcare claim discrepancies by navigating multiple systems simultaneously, delivering accurate solutions while maintaining strict attention to detail.
- Educate members on available healthcare resources, coverage eligibility, and self-service tools, empowering them to better manage their healthcare needs.
- Maintain complete HIPAA compliance while handling confidential patient information and documenting interactions accurately within healthcare systems.
- Consistently deliver first-call resolution whenever possible, enhancing member satisfaction and reducing the need for repeat contacts.
Absence Coordinator
SEDGWICK
Greensboro, NC
11.2022 - 09.2023
- Guided employees through the leave of absence process by explaining benefits, eligibility requirements, and documentation needs during challenging personal and medical situations.
- Managed a high volume case load while ensuring each claim received accurate review, timely updates, and professional customer support.
- Coordinated communication among employees, healthcare providers, employers, and internal departments to facilitate efficient claim processing and resolution.
- Maintained detailed and accurate records of claim activity, reducing delays and improving continuity throughout the leave management process.
- Built trust with customers by providing compassionate support, clear communication, and proactive follow up on claim status and next steps.
- Consistently exceeded performance expectations for productivity, quality assurance, and customer satisfaction metrics.
Customer Care Representative – Healthcare Services
SYKES
Greensboro, NC
12.2021 - 09.2022
- Processed approximately 100 customer interactions daily while maintaining a 96% customer satisfaction rating through attentive service and problem resolution.
- Assisted patients with prescription requests, refill authorizations, and medication related inquiries while ensuring a seamless customer experience.
- Collaborated with patients, pharmacies, and healthcare teams to quickly resolve prescription-related concerns.
- Maintained accurate customer records and documentation across communication channels, ensuring continuity of care.
- Protected sensitive patient and insurance information by strictly adhering to HIPAA guidelines and healthcare privacy regulations.
- Exhibited strong attention to detail and adaptability in a fast-paced healthcare support environment.
Education
Associate of Applied Science (A.A.S.) - Medical Office Administration, Healthcare Administration
Guilford Technical Community College
04-2025
Skills
- Patient Coordination
- Appointment Scheduling
- Surgery Scheduling Support
- Medical Office Administration
- Insurance Verification
- Benefits Administration
- Claims Processing
- Referral Coordination
- Provider Communication
- EMR/EHR Systems
- HIPAA Compliance
- Medical Documentation
- Microsoft Office Suite
- Customer Service Excellence
- Microsoft Word
- Excel
- Outlook
- Teams
- CRM Software
- Healthcare Benefits Platforms
- Data Entry
- Electronic Documentation
- Multi-System Navigation
Timeline
Healthcare Benefits Advisor
UNITEDHEALTH GROUP
09.2023 - Current
Absence Coordinator
SEDGWICK
11.2022 - 09.2023
Customer Care Representative – Healthcare Services
SYKES
12.2021 - 09.2022
Associate of Applied Science (A.A.S.) - Medical Office Administration, Healthcare Administration
Guilford Technical Community College