Jennifer L. Forstadt

• Respond to and resolve escalated issues from external and internal customers
• Advocate for clients with internal audiences to ensure their needs are met
• Drive and participate in effective implementation and delivery of new client services/solutions in collaboration with implementation teams
• Coordinate with internal functions and business leaders to complete projects and address ongoing service needs
• Recommend improvements to internal stakeholders for effective implementation and delivery of client services/solutions
• Prepare leadership summaries outlining findings and resolution of issues
• Conduct root cause analysis by identifying potential compliance, process, or systemic breakdowns; communicate findings to management; ensure appropriate actions are being taken for remediation of breakdowns
• Identify solutions to non-standard requests and problems
• Work with minimal guidance, seeking guidance on only the most complex tasks
• Coach, provide feedback, and guide others, including creating training materials for newly introduced platforms and refresher courses
• Act as a resource for others with less experience

• Provided expertise and customer service support to members as part of UnitedHealthcare Advocate4Me model.
• Engaged in direct phone-based customer interaction to address complex member needs and recommend services to close gaps in care.
• Authorized claims payments or referred claims to investigators for further review.
• Anticipated customer needs and proactively identified solutions.
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.

• Provided expertise and customer service support to members as part of UnitedHealthcare Advocate4Me model.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Identified and exceeded customer expectations to improve the customer experience.
• Continuously learned and developed skills to enhance service delivery.