Danielle R. Boyd

Work History

Federal Employee Program Customer Service Advocate

Blue Cross Blue Shield Of Arizona

Phoenix, AZ

12.2022 - Current

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses regarding medical claims and benefits.
Researched and analyzed policy contracts to verify proper payment of claims.
Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Reviewed provider coding information to report services and verify correctness.
Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Used administrative guidelines as resource or to answer questions when processing medical claims.
Verified patient insurance coverage and benefits for medical claims.
Identified and resolved discrepancies between patient information and claims data.
Monitored and updated claims status in claims processing system.
Evaluated medical claims for accuracy and completeness and researched missing data.

Pharmacy Service Advocate

UnitedHealth Group / Optum

Tucson, AZ

07.2021 - 12.2022

Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
Managed over 75 customer calls per day
Liaised with other pharmacies to eliminate issues related to product expiration.
Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
Established and maintained patient profiles, updating organizational database with current information.
Conducted employee training programs to achieve optimal level of performance during customer interactions.
Acted as Subject Matter Expert (SME) for department to promote consistent service level.

Manager, Service Account Management

UnitedHealth Group

Sahuarita, AZ

05.2014 - 04.2019

Oversaw all aspects of managing service team including staffing, training, reporting, metrical analysis, annual budgeting, travel planning, reward/recognition programs, incentive planning, future strategic planning, employee/team engagement, system capabilities, capacity planning, etc.
Lead service team that fluctuated from 40 to 130 employees, in providing highest level of service, remaining engaged in company initiatives, and staying abreast of policies and procedures.
Responsible for understanding impact of service on other parts of renewal process and company, and for identifying and coordinating projects to improve service experience or system enhancement.
Managed a department consisting of multiple layers of staff including supervisors, subject matter experts (SME's), and frontline staff
Developed and managed relationships with key decision makers in order to influence renewal outcomes
Identified/coordinated internal resources across multiple business units to address hindrances to efficient and effective service
Highest survey increases 2015-2017 for Employee Engagement and Manager Effectiveness (7% & 5%)
Decreased Open Inventory (20+ days) by 75%, which was later adopted by model
Spearheaded department's transition to utilizing Web-ex meeting facilitation, which thereby increased employee engagement and manager effectiveness
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
Strengthened relationships with current accounts through consistent and frequent communication.
Boosted team productivity by enhancing performance monitoring and instituting motivational approaches.

Supervisor, Service Account Management

UnitedHealth Group

Minnetonka, MN

04.2006 - 05.2014

Supervised staff of 15-28 employees in providing exemplary one-to-one service for Small Business, Key Accounts, and Major and Public Accounts
New hire interviewing, onboarding, and training
All aspects of performance management including reporting/metrical analysis, regular one-on-one meetings, coaching, rewards and recognition, strategic improvement planning, corrective action process, etc.
Ensured customer satisfaction levels remained above requirement thereby maintaining/increasing annual renewal levels
Created partnerships with clients to foster open lines of communication and drove identification of ongoing business opportunities and issues
Served as first point of contact for escalated concerns and triage concerns, coordinated resources, and identified/implemented mutually beneficial resolution
Coordinated with other internal functions and business leaders to complete projects and address ongoing service needs, as well as improved effective implementation/delivery of services
Utilized creative ways to engage a team of professional Service Account Managers
Evaluated and analyzed client satisfaction metrics/data, and all other metrical requirements
Provided coaching based on team results and conducted performance management activities as needed
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.

Service Account Manager

UnitedHealth Group

Minnetonka, MN

09.2004 - 04.2006

Liaison between Health Carrier and Broker, Group and Member as well as internal Sales Team
Built and maintained several major working relationships with partners that assisted throughout career
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms.
Elevated account management by predicting potential competitive threats and outlining proactive solutions.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Increased longevity of accounts by providing individualized customer service and developing relationships with account holders.
Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocol.

Senior Customer Service Representative

UnitedHealth Group

Minnetonka, MN

07.2003 - 09.2004

Expert in analysis and examination of data in order to identify key facts to resolve specific matter
Proven ability to establish quick rapport with customers and resolve issues effectively and efficiently
Adhered to and exceeded metrical requirements consistently, while maintaining a highly level of customer satisfaction
Improved customer experience by spearheading the “retro-exception” policy for members/groups that needed past changes made who previously had no recourse.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
Engaged clients in person and over phone to answer questions and address complaints.

Summary

Overview

Work History

Federal Employee Program Customer Service Advocate

Pharmacy Service Advocate

Manager, Service Account Management

Supervisor, Service Account Management

Service Account Manager

Senior Customer Service Representative

Education

Bachelor of Arts - Ministry

Associate of Science - Accounting

Skills

Work Availability

Timeline

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