Summary
Overview
Work History
Education
Accomplishments
Timeline
background-images

Juliana Lita

173-506 Lourdon Rd. Concord,NH

Summary

To obtain a role utilizing my skills, knowledge and experience in customer service, communications and operations, with a focus on service and process improvement.


Overview

17
17
years of professional experience

Work History

Sr. Business Analyst - USP SME

United Healthcare
04.2023 - Current
  • Improve staff efficiency by analyzing current business processes and identifying areas for improvement.
  • Collaborate with cross-functional teams, ensuring a cohesive approach to enhance overall productivity and achieve operational excellence.
  • Serve as the liaison for complex problems, demonstrating in-depth product knowledge and taking ownership of escalations with Business Partners, Health Plans and Leadership.
  • Enhance DCSM performance by creating high-quality presentations and deliver informative and engaging specialized weekly training sessions, increasing NPS scores.
  • Develop comprehensive training modules and facilitate new hire training classes to improve learning outcomes.


Subject Matter Expert

United Healthcare
10.2021 - 03.2023
  • Provided expertise and technical support to DCSM teams of the Northeast region.
  • Identified and resolved operational problems using defined processes, expertise, and judgment.
  • Serve as the liaison for complex issues and manage second level response and resolution of escalated issues with internal business partners, Healthplans and Leadership
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
  • Support and facilitate new hire training and USP training
  • Project collaboration with other teams and departments (ACET Classic to Lightning, Oxford Exceptions - RMS, Oxford DCNs to FLNs, One and Done IRCL refresher)
  • Provide coaching and feedback to team members regarding improvement opportunities
  • 2022 Service Hero

Subject Matter Expert

United Healthcare
10.2021 - 03.2023
  • Enhanced team performance by providing expert guidance, technical support, coaching and feedback on critical projects and boosted team morale through clear communication.
  • Identified and resolved operational disputes using defined processes, expertise, and judgment.
  • Managed complex problems and escalations for the Health Plans, External Clients and Leadership by delivering high-quality results within tight deadlines, contributing to building strong relationships.
  • Collaborated with Business Partners to devise and implement processes and procedures to streamline operations.


Dedicated Client Service Manager

United Healthcare
06.2008 - 10.2021
  • Managed and developed trusting relationships with Brokers, Benefit Administrators, and the Health Plans.
  • Executed timely and accurate issue resolution and performing research and root cause analysis.
  • Escalated issues to aid in resolution, reviewed responses from business partners to ensure accuracy and uniform message.


Client Services Associate

UNITEDHEALTH GROUP
06.2008 - 04.2009

Sr. Customer Service Representative

UNITEDHEALTH GROUP
06.2008 - 04.2009


  • Provided exceptional customer support, consistently exceeding client expectations and resolving issues effectively.

Education

Bachelor of Arts - Criminal Justice

FRANKLIN PIERCE UNIVERSITY
Rindge, NH
01.2008

Paralegal Certification -

FRANKLIN PIERCE UNIVERSITY
Rindge, NH
01.2004

Accomplishments

    2022 Service Hero

    2011 Most Valuable Player

Timeline

Sr. Business Analyst - USP SME

United Healthcare
04.2023 - Current

Subject Matter Expert

United Healthcare
10.2021 - 03.2023

Subject Matter Expert

United Healthcare
10.2021 - 03.2023

Dedicated Client Service Manager

United Healthcare
06.2008 - 10.2021

Client Services Associate

UNITEDHEALTH GROUP
06.2008 - 04.2009

Sr. Customer Service Representative

UNITEDHEALTH GROUP
06.2008 - 04.2009

Paralegal Certification -

FRANKLIN PIERCE UNIVERSITY

Bachelor of Arts - Criminal Justice

FRANKLIN PIERCE UNIVERSITY

Similar Profiles

CREATE PROFILE
Juliana Lita