Dorothy Ghant
NORTH LITTLE ROCK
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
14
14
years of professional experience
Work History
Care Navigator
United Healthcare Group
05.2024 - Current
- Consistently maintained confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
- Reduced hospital readmissions for patients through proactive follow-up and continuous communication.
- Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate recordkeeping.
- Identified potential barriers to care, implementing tailored solutions to improve outcomes.
- Utilized Microsoft Word to edit, create and save confidential documents.
- Maintained confidential health information according to state and federal regulations.
- Educated member on gaps in care and assisted with scheduling provider appointments.
- Assisted members with social determinants of health and linked to appropriate community resources.
- Participated in interdisciplinary team meetings to discuss complex cases, contributing valuable insights into effective strategies for care navigation.
- Promoted a positive work environment among peers by remaining approachable, supportive, and flexible when collaborating on shared tasks.
- Demonstrated adaptability when faced with sudden changes in patient needs or organizational policies, ensuring a seamless continuation of care navigation services.
- Updated knowledge on industry best practices regularly by attending professional conferences and participating in continuing education opportunities.
- Assisted patients in scheduling doctor and healthcare appointments.
Healthcare Advocate4Me Representative
United Healthcare Group
09.2022 - 05.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Client Operations Specialist Sr.
Insight Global
04.2018 - 05.2022
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Collected, arranged, and input information into database system.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
Support Analyst II
Hewlett Packard Enterprise
03.2012 - 10.2017
- Supported sales team with timely and accurate sales reports, contributing to informed decision making.
- Enhanced sales processes by analyzing performance data and identifying areas for improvement.
- Collaborated with cross-functional teams to develop strategies for boosting revenue growth.
- Reduced customer complaints by addressing issues proactively and providing prompt resolutions.
- Managed high-volume order processing tasks, ensuring accuracy and timely delivery of products to customers.
- Analyzed market trends and competitor activity, providing valuable insights for strategic planning initiatives.
- Contributed to product development efforts by gathering customer feedback and sharing insights with the product team.
- Provided exceptional service to key accounts, fostering lasting relationships with clients while driving repeat business opportunities.
Customer Relationship Manager
Hewlett Packard Enterprise
03.2011 - 03.2012
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Liaised between customers and organization with particular focus on working with sales department.
- Made customers aware of current and new programs and services.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Bachelor of Professional Studies - Professional Studies Interdisciplinary Studies
Arkansas Tech University
Russellville, AR12-2018
Skills
- Care coordination
- Healthcare systems
- Resource identification
- Customer service
- Attention to detail
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Critical thinking
- Team collaboration
- Active listening
Timeline
Care Navigator
United Healthcare Group
05.2024 - Current
Healthcare Advocate4Me Representative
United Healthcare Group
09.2022 - 05.2024
Client Operations Specialist Sr.
Insight Global
04.2018 - 05.2022
Support Analyst II
Hewlett Packard Enterprise
03.2012 - 10.2017
Customer Relationship Manager
Hewlett Packard Enterprise
03.2011 - 03.2012
Bachelor of Professional Studies - Professional Studies Interdisciplinary Studies
Arkansas Tech University
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