Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Bovea

Central Islip,NY

Summary

Experienced and bilingual navigator with 4-5 years of expertise supporting members in United Healthcare's Dual Special Needs Plan. Specialize in appointment scheduling, resource navigation, and providing customer service support via phone and email. Trusted point of contact for members, families, and caregivers, ensuring prompt and effective addressing of healthcare needs. Proficient in coordinating care, resolving issues, and connecting members to essential healthcare services and community resources. Committed to enhancing the healthcare experience by guiding members through complex systems and ensuring they receive the care and support they need.

Overview

14
14
years of professional experience

Work History

Navigator

United Health Group
05.2021 - Current
  • Serve as the primary point of contact for dual health plan members, providing personalized support and guidance
  • Coordinate appointments for members with various medical facilities, ensuring timely and accurate scheduling
  • Address and resolve member complaints, focusing on issues related to insurance, transportation, and healthcare services
  • Develop comprehensive care plans to assist with medical, transportation, and food-related needs
  • Schedule and arrange transportation for doctor, dentist, and pharmacy visits, ensuring members' access to necessary services
  • Review and explain member benefits to maximize the use of available healthcare services and resources
  • Ensure caregivers and family members have the necessary resources and support to care for members at home
  • Process payments for members, ensuring accuracy and efficiency
  • Consistently achieve excellent performance metrics and meet survey requirements, ensuring high levels of member satisfaction with services provided

Supervisor

National Med Trans, ENI of United Healthcare
08.2015 - 05.2021
  • Managed after-hours call handling as the On-Call Supervisor, ensuring timely response to urgent transportation requests
  • Coordinated non-emergency medical transportation for members, including hospital discharges and appointments at various medical facilities
  • Conducted interviews for overseas offices, including locations in the Philippines and Puerto Rico, assisting with recruitment and training processes
  • Addressed and resolved member complaints related to insurance, transportation, and healthcare services, ensuring a high level of customer satisfaction
  • Supervised and mentored customer service representatives and team leads, focusing on quality performance and service delivery
  • Coordinated after-hours hospital discharges and other non-emergency transportation needs, ensuring smooth transitions for members
  • Traveled to out-of-state facilities to train customer service representatives, ensuring consistency and quality of service across locations
  • Transitioned from a supervisory role to a Dedicated Care Coordinator, enhancing member care and service support

Customer Service Desk Manager

Walmart Stores, Inc.
10.2012 - 08.2015
  • Created a welcoming environment and maintained a clean customer service area
  • Assisted customers and CSR team members, handled supervisor calls and complaints
  • Processed sales transactions accurately and efficiently, addressing product inquiries and concerns

Product Support

Lowe's Companies, Inc.
01.2014 - 05.2015
  • Fulfilled internet orders and resolved customer complaints
  • Conducted merchandise audits and inventory checks
  • Coordinated with third-party vendors to ensure proper delivery of products

Keyholder / Assistant Manager

Rainbow Shops, Inc.
10.2010 - 05.2013
  • Opened and closed the store, overseeing sales floor operations
  • Supervised associates and handled lead cashier responsibilities, including returns, exchanges, and approvals
  • Managed deposits and ensured accurate completion of financial paperwork

Education

High School Diploma -

GED

Skills

  • Fluent in English and Spanish
  • Proficient in Software Applications
  • Experienced with Microsoft Office Applications
  • Quick Learner
  • Effective Team Management
  • Strong Work Ethic (Consistently diligent, reliable, and committed to quality)

Timeline

Navigator

United Health Group
05.2021 - Current

Supervisor

National Med Trans, ENI of United Healthcare
08.2015 - 05.2021

Product Support

Lowe's Companies, Inc.
01.2014 - 05.2015

Customer Service Desk Manager

Walmart Stores, Inc.
10.2012 - 08.2015

Keyholder / Assistant Manager

Rainbow Shops, Inc.
10.2010 - 05.2013

High School Diploma -

GED

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Jessica Bovea