Chanda Eaves

Steered claims processing with precision at UnitedHealth Group/Optum

• Fostered strategic partnerships with healthcare entities
• Managed an extensive caseload of over one thousand members creatively
• Resolved member issues effectively, enhancing their experience
• Influenced positive member experience through innovative problem-solving
• Meticulously manages multiple system interfaces, enhancing service accuracy and member satisfaction
• Guides new staff through system and protocol training, boosting team proficiency and workflow
• Analyzes member data to resolve inquiries and issues, surpassing monthly performance metrics
• Optimized workflow efficiency by integrating advanced data analysis techniques
• Expedited claims resolution, reducing process times by strategically streamlining tasks
• Enhanced team adaptability by mentoring peers in multitasking and effective communication.
• Consistently maintained confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
• Reduced hospital readmissions for patients through proactive follow-up and continuous communication.
• Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate recordkeeping.
• Identified potential barriers to care, implementing tailored solutions to improve outcomes.
• Training and onboarding of new staff
• Collaborated with immediate manager on topics to cover in weekly team meetings as well as conducting and coordinating team meetings.
• Assisted team members with reaching their goals to meet their monthly metrics.
• Responsible for conducting monthly one on ones with team member as well as mid year and end of year performance evaluations.
• Advocated for patients'' best interests when working with insurance companies or other external entities involved in their care process.
• Enhanced patient satisfaction by providing comprehensive care coordination and support.
• Conducted comprehensive assessments of patient needs, developing individualized care plans accordingly.
• Assisted members with social determinants of health and linked to appropriate community resources.
• Facilitated smooth transitions between healthcare settings by coordinating necessary referrals and appointments.
• Promoted a positive work environment among peers by remaining approachable, supportive, and flexible when collaborating on shared tasks.
• Managed complex cases, ensuring timely access to appropriate resources and services.

• Collaborated with administrative staff to enhance patient care
• Improved patient satisfaction levels as evidenced by customer survey feedback
• Addressed patient complaints effectively, promoting a positive clinic environment
• Streamlined scheduling processes, reducing patient wait times by 20%
• Trained 10+ fresh staff, fostering team efficiency and knowledge sharing
• Analyzed patient feedback, initiating changes that lifted satisfaction by 30%
• Mentored 15+ staff in patient care best practices, enhancing team performance.
• Resolved billing issues, resulting in increased patient trust and financial stability for the clinic.
• Implemented effective problem-solving techniques to resolve diverse patient concerns promptly.
• Facilitated communication between patients, families, and medical professionals for optimal care coordination.
• Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.

• Streamlined patient flow and managed patient check-ins/outs
• Facilitated efficient scheduling and communication via EMR
• Conducted non-invasive procedures with ultrasound and fluoroscopy
• Collaborated with multidisciplinary teams to coordinate care for clients with complex needs, ensuring comprehensive support was provided across all domains of life functioning.
• Assessed patients, determined needs, and managed care.
• Enhanced team collaboration through regular staff meetings, case conferences, and training sessions.
• Responded to crisis situations with calm and professional approach to optimize support.
• Monitored, analyzed, and corrected staff performance and worked with nurse manager to raise standards of practice.
• Served as a liaison between clinical staff and administration to address concerns and optimize workflows.
• Lead and directed team of 25 clinical personnel and support staff.
• Ensured compliance with regulatory standards by conducting regular audits of clinical records and procedures.
• Mentored junior staff members in clinical best practices, contributing to a culture of continuous learning and professional growth.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.

• Applied strong nursing assistance skills
• Problem-solved to enhance residents' daily experience
• Made a significant impact on residents' health and wellbeing
• Ensured precise adherence to health protocols, significantly reducing errors
• Provided empathetic care, enhancing comfort and trust among residents
• Implemented new activity programs that improved resident engagement
• Monitored resident health, reducing care errors through meticulous protocol adherence.
• Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
• Assisted patients with daily living activities for enhanced comfort and wellbeing.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
• Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.