Heather Lynne Keyes-Walter
Customer Service
Hamden,CT
Summary
Highly motivated and detail-oriented professional with extensive experience in customer service, sales, real estate, retail, and business administration. Adept at managing tasks efficiently, leveraging computer skills, and contributing effectively to team environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Complex Care Advisor/Case Manager
United Healthcare
02.2023 - 05.2025
- Guided families of children with complex medical conditions through health insurance and healthcare systems.
- Managed medical insurance needs, including claim submissions, authorization requests, appeals, and resource research.
- Maintained family accounts and resolved issues via calls, emails, and faxes.
- Collaborated with internal and external teams to ensure seamless care delivery.
- Served as a Diversity, Equity & Inclusion (DEI) team ally.
- Appointed Culture Ambassador, upholding United HealthGroup's core values: Integrity, Compassion, Inclusion, Relationships, Innovation, and Performance.
Senior Customer Care Professional
United Healthcare
10.2019 - 02.2023
- Assisted members in understanding insurance policies, benefits, and claims.
- Supported members in navigating healthcare services and locating providers.
- Peer coach
- Peer trainer
- Acted as a DEI ally
- Appointed Culture Ambassador, promoting United HealthGroup's core values.
Deli Clerk/Prepared Foods Clerk
Stop & Shop Supermarket
10.2014 - 09.2018
- Delivered exceptional customer service and fulfilled custom orders.
- Operated slicers and maintained inventory.
- Demonstrated vast product knowledge
- Prep cook
Realtor
Classic Properties
05.2003 - 05.2005
- Managed all aspects of real estate sales, including prospecting, property showings, and sales execution.
- Held a Connecticut State Real Estate License and was a member of the Board of Realtors.
Sales Territory Manager
World Alloys
02.1999 - 09.2000
- Prospected and procured new customers.
- Managed order intake.
- Monitored inventory for existing accounts.
- Supported account collections.
Document Control Specialist
Physicians Health Services
05.1998 - 02.1999
- Prepared documents for digital imaging processes.
- Operated high-speed scanners and imaging equipment.
- Indexed and entered medical data and codes.
Education
Graduate -
Hamden High School
Psychology and Addiction Counseling
Gateway Community College
Medical Claims Coding
Brighton College
Skills
- Customer service
- Communication skills
- Computer literate
- Team contributer
- Multitasking
- Attention to detail
- Case management
- Interdepartmental collaboration
- Critical thinking skills
- Medical terminology
- Healthcare system navigation
- Creative problem solving
Certification
Former Connecticut State Real Estate License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Drove overall improvements to quality assurance and patient satisfaction initiatives by removing bottlenecks to effective care.
- Managed caseload of over 400 families of children with complex medical needs.
- Diversity, Equity and Inclusion Champion
- Appointed Culture Ambassador by upholding the core values of UnitedHealth Group: Integrity, Compassion, Relationships, Innovation and Performace.
Timeline
Senior Complex Care Advisor/Case Manager
United Healthcare
02.2023 - 05.2025
Senior Customer Care Professional
United Healthcare
10.2019 - 02.2023
Deli Clerk/Prepared Foods Clerk
Stop & Shop Supermarket
10.2014 - 09.2018
Realtor
Classic Properties
05.2003 - 05.2005
Sales Territory Manager
World Alloys
02.1999 - 09.2000
Document Control Specialist
Physicians Health Services
05.1998 - 02.1999
Psychology and Addiction Counseling
Gateway Community College
Medical Claims Coding
Brighton College
Graduate -
Hamden High School
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