DEJA CHANEY
Intake Resolution Analyst
TIFTON,GA
Summary
Organized and proactive professional with experience in healthcare operations, customer support, and case management. Known for adaptability, strong communication, and the ability to manage complex tasks across multiple systems. Committed to accuracy, efficiency, and delivering a positive experience for members, patients, and providers.
Experienced with conflict resolution, utilizing analytical skills to identify and address core issues. Uses effective communication strategies to mediate and resolve disputes. Track record of improving operational efficiency and client satisfaction through innovative problem-solving.
Overview
8
8
years of professional experience
Work History
Intake Resolution Analyst (Remote)
UnitedHealth Group
09.2025 - Current
- Reviewed and triage incoming cases to ensure all required information is accurate, complete, and assigned the correct priority before routing to the appropriate department.
- Researched claim details across multiple internal systems to verify information, resolve discrepancies, and gather supporting documentation.
- Entered claim details and case updates into Spreadsheets to support tracking and reporting.
- Investigated complex claims and eligibility issues using internal systems and policy guidelines.
- Coordinated with cross-functional teams to expedite resolution of escalated service issues.
- Documented findings, actions, and outcomes in case management systems with accuracy.
- Improved workflow consistency by refining resolution procedures and sharing best practices.
- Contributed to a high-performance work culture through active participation in team meetings, brainstorming sessions, and ongoing professional development activities.
- Served as a subject matter expert on specific product/service offerings within the company portfolio – helping other team members effectively address related issues.
Provider Services Representative (Remote)
UnitedHealth Group
10.2022 - 09.2025
- Served on the Employee Engagement Committee to support company culture and employee involvement.
- Assisted with shadow training for new employees.
- Maintained confidential patient and company information in compliance with HIPAA and internal policies.
- Handled incoming calls and chats for Commercial and Medicare lines of business.
- Used Medicare and plan guidelines to assist providers with benefits, eligibility, billing, payments, authorizations, pre-service appeals, and claim appeals.
- Resolved provider inquiries regarding eligibility, benefits, claims, and network participation with accurate guidance.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Resolved provider issues on the first contact while navigating multiple complex systems.
- Tracked provider concerns to support trend reporting and process improvements.
- Completed quarterly training on schedule to stay current with policy and system updates.
- Documented call outcomes and case details in CRM systems to maintain complete service records.
Office Specialist
Orthopedic Surgeons of Georgia
08.2019 - 06.2022
- Coordinated patient scheduling, referrals, and appointment changes to maintain efficient clinic flow.
- Processed intake paperwork, consents, and medical records requests while maintaining HIPAA compliance.
- Verified insurance coverage, authorizations, and eligibility information before patient visits.
- Checked patients in and out in a high-volume clinic serving 50+ patients daily.
- Managed incoming and outgoing referrals and communicated frequently with workers’ compensation case managers.
- Submitted authorization requests for ESIs and orthopedic surgeries and coordinated peer-to-peer reviews when needed.
- Assisted patients with FMLA paperwork and coordinated pre-operative requirements, medical clearances, and surgery scheduling.
- Obtained referrals from VA and Tricare and requested additional Medicaid visits through the state portal.
- Created training manuals for multiple office roles and helped train and cross-train new employees.
- Supported patients in locating pain management providers and coordinated emergency surgery scheduling when required.
Phone Operator (Temp Service)
Quality Employment Services
11.2018 - 08.2019
- Monitored switchboard activity, transferring calls promptly and maintaining clear communication flow.
- Scheduled appointments and created new patient accounts.
- Recorded detailed messages and delivered urgent updates to staff without delay.
- Communicated with medical offices and providers through email and phone.
- Requested medical records for new patients and fulfilled records requests for current patients.
- Assisted with general office duties and supported other departments as needed.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT 05.2001 -
Associate of Science - Business
Southern Regional Technical College
52 Tech Dr, Tifton, GA 31794 05.2001 -
CMA - Health Administration
Southern Regional Technical College
52 Tech Dr, Tifton, GA 31794 05.2001 -
Skills
- Resourcefulness
- Problem-Solving
- Strategic Planning
- Research
- Plan & State Guidelines
- Collaboration
- HIPAA Compliance
- Medical Terminology
- CPT, ICD-10, DRG
- COSMOS
- ISET
- Athena Health
- Spire
- Workers’ Compensation
- EHR/EMR
- Reliability
- Critical thinking
- Active listening
- Effective communication
Timeline
Intake Resolution Analyst (Remote)
UnitedHealth Group
09.2025 - Current
Provider Services Representative (Remote)
UnitedHealth Group
10.2022 - 09.2025
Office Specialist
Orthopedic Surgeons of Georgia
08.2019 - 06.2022
Phone Operator (Temp Service)
Quality Employment Services
11.2018 - 08.2019
Bachelor of Science - Business Management
Western Governors University
05.2001 -
Associate of Science - Business
Southern Regional Technical College
05.2001 -
CMA - Health Administration
Southern Regional Technical College
05.2001 -