Debra Arth
Omaha,NE
Summary
Dynamic Care Coordinator Team Lead at United Health Care Group with a proven track record in effective team leadership and coaching. Enhanced call center performance through targeted feedback and improved customer satisfaction by addressing inquiries promptly. Skilled in CRM system management and committed to fostering a customer-centric approach.
Overview
12
12
years of professional experience
Work History
Care Coordinator Team Lead
United Health Care Group
05.2022 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
Care Coordinator/Navigator
United Healthcare Group
05.2020 - 05.2022
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Used company software and databases to maintain records of services performed and patient conditions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Owner
Smallwood Home Inspection
10.2017 - 06.2021
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referal
- As the owner of a home inspection business, you will be responsible for managing and growing a business that provides home inspection services to clients. You will handle operations, marketing, customer service, staff management, financial planning, and business development. Your primary goal is to ensure the company’s success by providing high-quality, reliable inspections and excellent customer service.
- Hire, train, and manage home inspectors and other staff members.
- Manage business finances, including budgeting, invoicing, and expenses.
- Analyze financial reports to ensure the profitability of the business.
Member Service Representative
Paypal
05.2019 - 03.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Process customer transactions, include deposits, withdrawals, refunds, and transfers
- Ensure all payments are completed promptly and accurately
- Monitor Transactions for signs of fraud or suspicious activity.
Customer Care Representative
AAA Life Insurance
10.2015 - 06.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Long Term Disability Claims Analyst
Mutual Of Omaha
01.2013 - 07.2015
- responsible for managing and evaluating long-term disability claims, ensuring that all claims are processed accurately, efficiently, and in compliance with company policies and relevant regulations. This role involves reviewing medical documentation, communicating with claimants and healthcare providers, and making determinations regarding claim eligibility, benefits, and ongoing support.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with team members on case analysis.
- Process incoming long-term disability claims from initial submission to final resolution.
- Review and analyze claimants' medical records, employment history, and relevant documents to determine eligibility.
- Ensure claims are processed in a timely manner, within company standards and regulatory requirements.
- Ensure compliance with relevant laws, regulations, and internal policies governing long-term disability claims, such as ERISA (Employee Retirement Income Security Act) or state-specific regulations.
- Maintain confidentiality and adhere to privacy laws (e.g., HIPAA) regarding claimant information.
- Prepare and maintain accurate and complete records of all claims, decisions, and actions taken, in case of audits or legal proceedings.
Education
High School Diploma -
Missouri Valley High School
Missouri Valley, IA05-1994
Skills
- Effective Team Leadership
- Effective Time Management
- Customer-Centric Approach
- Coaching Skills
- CRM System Management
- Effective Complaint Resolution
- Cloud-Based Software Proficiency
- Effective Verbal Communication
Languages
English
Native or Bilingual
Timeline
Care Coordinator Team Lead
United Health Care Group
05.2022 - Current
Care Coordinator/Navigator
United Healthcare Group
05.2020 - 05.2022
Member Service Representative
Paypal
05.2019 - 03.2020
Owner
Smallwood Home Inspection
10.2017 - 06.2021
Customer Care Representative
AAA Life Insurance
10.2015 - 06.2018
Long Term Disability Claims Analyst
Mutual Of Omaha
01.2013 - 07.2015
High School Diploma -
Missouri Valley High School
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