Frank Utu
Las Vegas
Summary
To put my skills to work where they are effectively utilized for increased profitability.
Overview
9
9
years of professional experience
Work History
Behavioral Health Care Coordinator (remote)
Carelon Health
Cerritos
03.2020 - 09.2024
- Assist members in the transition from inpatient care to life at home.
- Served as liaison between patients, families and various healthcare providers to ensure continuity of care.
- Established solid relations with leadership and staff by attending team meetings and coordinating interdepartmental information exchanges.
Short-Form Content Creator
Freelance
Orange County
11.2018 - 03.2020
- Planned, produced and edited video projects to maximize engagement.
- Gathered feedback from customers through surveys and focus groups, then incorporated into future content plans.
- Analyzed performance metrics to refine content strategy and increase viewer retention.
Account Manager (remote)
OptumRx Mailing Pharmacy
Costa Mesa
02.2017 - 11.2018
- Communicate trending issues and resolutions to customer service via bulletins and advisories.
- Assist the I.T. team with web issues by tracking and analyzing process metrics to determine root causes, and making improvement recommendations.
- Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.
Sr. Customer Service Advocate (remote)
OptumRx Mailing Pharmacy
Costa Mesa
09.2015 - 02.2017
- Guide and help members understand their prescription benefit coverage.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Trained new staff members on company policies, procedures, and standards related to customer service.
Education
High School Diploma -
Tracy High School
Cerritos, CA06-2009
Skills
- Quality improvement
- Multicultural sensitivity
- Client communication
- Family dynamics
- Case management
- Budgeting and scheduling
References
Lucy Fields - Carelon Manager: (562) 477-6132
Brandon McCullen - OptumRx CS Supvisor: (714) 825-6884
Tia Sauta - UHC Sr. Appeals Representative: (763) 361-6315
Timeline
Behavioral Health Care Coordinator (remote)
Carelon Health
03.2020 - 09.2024
Short-Form Content Creator
Freelance
11.2018 - 03.2020
Account Manager (remote)
OptumRx Mailing Pharmacy
02.2017 - 11.2018
Sr. Customer Service Advocate (remote)
OptumRx Mailing Pharmacy
09.2015 - 02.2017
High School Diploma -
Tracy High School