Donna Valentine
Chamblee,GA
Summary
Strong leader and problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Member Service Advocate
United Health Carelanta
11.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Identify the areas of assistance and offer resolution for benefits, eligibility, claims, financial
spending accounts, correspondence, OptumRx Pharmacy, Optum Behavioral Health and
self-service options - Provides premium level service, removing burdens and providing end-to-end resolution for
members. This includes, but is not limited to: Clinical, Financial Decision Support, Behavioral
Support, Claims inquiries, and more. - Answer up to 30 to 60 incoming calls per day from members of our health / dental / vision /
pharmacy plans - Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Navigate through multiple platforms and databases to retrieve information regarding medical
plans, prescription plans, flexible spending accounts, health reimbursement accounts, vision plans,
dental plans, employer-based reward plans, claims submissions, clinical programs, etc.
CNA
Windermere Homecare
05.2022 - 11.2022
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Provide direct care and support to individuals with disabilities or special needs.
- Help individuals maintain a clean and organized living environment
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Implement behavior management techniques to promote positive behaviors and reduce challenging behaviors
- Administer medication according to prescribed guidelines.
- Strong communication skills to effectively interact with individuals, their families, and other team members
Sales Consultant
Philips
01.2016 - 05.2022
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
- Increased profitability and pipeline development by leveraging multiple sales strategies and distribution channels.
- Retained consistent client base by conducting market research to develop brand strategy.
- Oversaw daily outbound calls to identify services that address primary needs.
- Trained and mentored new sales representatives.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Collaborated with cross-functional teams to identify and address customer needs.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
CNA
UMass Memorial Hospital
04.2015 - 09.2016
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
- Collected and transported specimens to prepare for lab testing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
CNA
Westboro State Hospital
01.2013 - 03.2015
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Conducted client rounds to check on residents.
- Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each.
- Facilitated on-site activities, support groups, and outings for clients.
- Performed client intake procedures according to internal standards for new admissions.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Participated in multidisciplinary team meetings to discuss progress and treatment plans of clients.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
Education
No Degree - Business
Quinsigamond Community College
Worcester, MA11.1998
Skills
- Database Maintenance
- Billing Procedures
- Customer Interaction
- Appointment Scheduling and Confirmation
- Quality Patient Care
- Cardiopulmonary Resuscitation (CPR)
- Acute and Rehabilitative Care
- Blood Glucose Monitoring
- Patient Service
- Taking Vital Signs
- Client Needs Assessment
Timeline
Member Service Advocate
United Health Carelanta
11.2022 - Current
CNA
Windermere Homecare
05.2022 - 11.2022
Sales Consultant
Philips
01.2016 - 05.2022
CNA
UMass Memorial Hospital
04.2015 - 09.2016
CNA
Westboro State Hospital
01.2013 - 03.2015
No Degree - Business
Quinsigamond Community College