Hilary Cable
Red Oak,TX
Summary
Highly collaborative team player with a strong passion for identifying and resolving pain points while considering business and shareholder needs. Committed to continuous learning and personal growth. Takes ownership of complex challenges with confidence. Agile in reevaluating and adjusting, both professionally and personally. Excels at assisting others in discovering solutions without imposing advice.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Consumer Analyst
UnitedHealth Group
09.2022 - Current
- Acted as consultants to in-house stakeholders; formed new teams and received new projects quarterly.
- Projects included integration of a newly purchased UHG entity with international vendor exposure
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Collaborated to identify consumer pain points and developed solutions based UHG core values, and agile and human-centered design approaches.
Pilot Navigator
UnitedHealth Group, C&S+ Member Services
05.2022 - 09.2022
- Single point of contact to a reduced panel of Medicare and Medicaid eligible members, State of Connecticut
- Advocated for benefits, solve prescription issues, assist discharge coordinators with durable medical equipment and other needs
- Resolved customer issues with empathy, resulting in improved UES scores
- Tested proposed modifications to systems and procedures, such as upcoming Maestro enhancements
- Provide clear, useful feedback for designers
- Wrote tip sheets for end users of system modifications
- Continued to meet member-focused metrics while also acting as a tester
DSNP Navigator
UnitedHealthcare, Complex Member Services/Gov Ops
08.2019 - 05.2022
- Walk-in customer service in the Irving, TX, office
- Single point of contact to a panel of 700+ Dual Special Needs members
- Assisted with stalled prescriptions and medications
- Connected member to Medicaid sources for specific non-Medicare benefits
- Coached members on how to interact with discharge coordinators in hospital settings
- Scheduled preventative care with provider offices
- Found sources of free, low cost dental and vision care
- Assisted with resources related to saily life and social needs
- Increased member satisfaction and improves UES and NPS
Navigator
UnitedHealthcare, Navigate4Me Program, M&R
05.2018 - 08.2019
- Pilot program to improve satisfaction and reduce hassles for members with cancer, cardiac, and orthopedic diagnoses
- Identified issues associated with specific surgeries or treatments, such as specialized supplies and nutritional support
- Advocated for members to their providers
- Coached members on the key questions to ask discharge coordinators before leaving the hospital
- Found financial resources to help pay for copays
- Found resources for daily life needs not covered by insurance
- One week per month, served members face to face in Casa Linda Medicare Store, Dallas, TX
- Earned UHC Medicare certifications, levels 1, 2 and 3
Advocate
UnitedHealthcare, Medicare & Retirement Group
10.2016 - 05.2018
- Assisted members of large employer groups successfully navigate their Medicare Advantage plans
- Tackled pharmacy and prescription issues
- Tracked prior authorization statuses
- Worked with provider offices to schedule annual wellness visits and other preventative care
- Met frequently updated metrics
Education
Bachelor of Arts - English
06.2001
Minor: Newspaper Journalism
- Dean's List 1996-2001
- Magna Cum Laude
Associate of Science - Natural Science
05.1995
- Graduated with Highest Honors
Skills
Analytical Thinking
MS Office Suite Proficiency
Team Collaboration and Leadership
Documentation and Reporting
Writing and Editing
Project Organization and Planning
Accomplishments
- Small Business Influencer Champion, 2011 and 2012
- UHC Service Hero winner 2019, nominee 2021
- M&R Certified, Levels 1-3
Affiliations
- Toastmasters Virtual OPTUMists
- Texas Association of Mediators
- St. Thomas More Society, Dallas
Certification
- ICAgile Certified Professional, Agile Coaching, ICP-ACC. International Consortium for Agile. September 2023
- Basic Mediation, Civil (40 hours), Manousso Mediation & Arbitration, Houston TX. August 2024
Volunteer Activities
- VNA Texas Meals on Wheels, Dallas TX - September 2019 to present
- Greyhound Adoption League of Texas, Dallas, TX June 2014 to present
Timeline
Consumer Analyst - UnitedHealth Group
09.2022 - Current
Pilot Navigator - UnitedHealth Group, C&S+ Member Services
05.2022 - 09.2022
DSNP Navigator - UnitedHealthcare, Complex Member Services/Gov Ops
08.2019 - 05.2022
Navigator - UnitedHealthcare, Navigate4Me Program, M&R
05.2018 - 08.2019
Advocate - UnitedHealthcare, Medicare & Retirement Group
10.2016 - 05.2018
California State Polytechnic University - Bachelor of Arts, English
Citrus College - Associate of Science, Natural Science
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