Danielle R. Boyd
Sahuarita,AZ
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Summary
Enthusiastic manager with twenty successful years in the insurance industry and over ten years of impactful leadership in a Fortune Five insurance company.
Experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Focused on motivating staff and working with diverse personality types to drive improvements.
Driven to maximize cooperation through adaptable, friendly approach. Quick-thinking innovator with ten years of experience guiding teams and boosting performance.
Proficient in best practices, market trends and regulatory requirements of service operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Forward-thinker with expertise in writing procedures, setting goals, quality standards and training initiatives while leading quick and efficient attainment of objectives.
Strategic in developing policies, managing staff and successfully shifting departments forward while simultaneously maintaining output of products and/or service.
Highly effective at building team cohesion by training members techniques, procedures and processes for high-quality service and peak performance.
Overview
20
20
years of professional experience
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.
Education
Bachelor of Arts - Ministry
Associate of Science - Accounting
Skills
- Strategic Planning
- Financial Management
- Project Management
- Business Relationship Development
- Sales / Operational Management
- Culture Development
- Employee Supervision
- Service Level Agreement Management
- Client Relationships
- Service initiatives support
- Recruiting and Hiring
- Employee reviews
- Relationship building
- Coaching and mentoring
- Inventory management
- Staff training/development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Federal Employee Program Customer Service Advocate - Blue Cross Blue Shield Of Arizona
12.2022 - Current
Pharmacy Service Advocate - UnitedHealth Group / Optum
07.2021 - 12.2022
Manager, Service Account Management - UnitedHealth Group
05.2014 - 04.2019
Supervisor, Service Account Management - UnitedHealth Group
04.2006 - 05.2014
Service Account Manager - UnitedHealth Group
09.2004 - 04.2006
Senior Customer Service Representative - UnitedHealth Group
07.2003 - 09.2004
Share A Prayer Seminary - Bachelor of Arts, Ministry
Northwestern College - Associate of Science, Accounting
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