Heather O'Donnell

In my chat role, I assist members with dental claims, benefits, payments, and provider assignments. Assist Go365 members with rewards program questions, issues, and website navigation. Lastly, assist unsecured web chat inquirers with registration or login issues on www.humana.com.

Trained on billing and enrollment, member payments, and business web.

Support calls three days a week for our business services line.

Assist agents and employers with enrollment and termination issues. Assist members and employers with billing inquiries and issues.

Take ownership of any issues that clients are experiencing. Work to get issues resolved in a timely manner, while staying in contact with clients until the issue has been fully resolved.

Drive team engagement through TEAMS channels.

Create and present Back to Basics during team huddles.

Support the team as a subject matter expert in TEAMS chat.

Continue working with the digital chat team after promotion to Rep 3. Working dual chats for all lines of business that we service.

Performed chat observations, sharing best practices with associates applying for secure chat.

Drive a culture of engagement by starting conversations in the team chat by saying good morning, good night, and other engagement topics. Also, encourage the team to see something, say something. Promoting the quick catching of chat trends to advise leadership of issues in order to achieve timely resolutions.

Continuing work as a subject matter expert in TEAMS chat.

Action Plan, Captain 2024.

Action Plan Captain for 2025.

Create and present 'Back to Basics' during team huddles.

I attended a focus group with supervisors and IT to share feedback on the pain points seen within the launch of the new chat system.

I became a member of the digital chat team. Handling web chats from members who are logged in on www.humana.com or www.go365.com, and need assistance with their Go365 accounts. Web emulates members to encourage and walk them through the self-service of the Go365 website.

Required to take 2 chats at a time.

Team Captain for the 100 Day Dash 2022.

In October 2022, I was trained in dental.

I worked on multiple mentor updates with the team lead.

Drive a culture of engagement by starting conversations in the team chat by saying good morning, good night, and other engagement topics.

Joined Wellness Advocacy Team, 05/12/2023.

Became Escalation Specialist on 09/05/2023.

Became a subject matter expert for dental and Go365 in 2023.

Action Impact Plan Captain, 2023.

Became part of the Account Revoke Team.

Meet with other reps, per the supervisor's request, to do a peer side-by-side to share best practices and tips for VOC.

I worked as a tester for CRM Lightning.

Business-to-Business Chat Training

02/13/2024

B2B Web Training.

03/18/2024

Unsecured Chat Training.

03/25/2024

• Handle calls for the Go365 wellness and rewards program.
• Handle inquiries and issues for commercial, Medicare, and Medicaid members.

• I began my job in the outpatient infusion center as a nurse's assistant. Role changed to a scheduler, in addition to assisting the nurses.
• Shared with the hospital system the need to help patients in our community by offering more services locally. Initially, they were only allowing us to see patients who had a provider with privileges at our hospital. I took the time to learn about the medications and services that we offered. This allowed me to track chair times to be able to see more patients in a day. By 2018, showing how great the need was for our local community, the hospital began looking for a private investor. In November of 2018, we opened a 12-chair infusion center, thanks to a wonderful woman who had been touched by what we do. We went from 5 chairs in borrowed space to this beautiful space.
• Responsibilities grew with size of the infusion center growing. Had to review all orders received. Check all precerts prior to scheduling patients. If we received denials for services worked to get these appealed.

Efficiently perform daily tasks assisting a nurse with patient care in an Outpatient Observation Unit. Daily tasks include: admitting patients by taking their vitals and orienting them to the unit, performing routine blood draws and EKGs, assisting nurse in contacting doctors and bed planning for the hospital.

Work at home taking care of a female patient with ALS. Client is paralyzed and on a ventilator. Duties include using a Hoyer lift to transfer the client to different areas of the house, to change her clothes, her diaper, or to set her on the toilet. I also perform tube feedings, suction the client, change out her cannulas, assist with the Tobi computer, and engage in conversation.

Efficiently perform daily tasks assisting nurses with patient care in a Cardiac Telemetry Unit. I took patient's vitals, checked blood sugars, gave baths, ambulated patients, performed EKGs, along with assisting nurses with inserting Foley catheters and wound care. I also worked as Unit Secretary and Safety Sitter.