Kandice Turner
Troy,USA
Summary
Senior Service Account Manager with over 10 years of healthcare experience spanning provider services, claims resolution, patient access, and healthcare informatics. Proven ability to resolve complex escalations, analyze claims and operational data, and serve as a liaison between providers, members, and internal stakeholders. Strong background in healthcare systems, data analytics, and process improvement, supported by a Master of Science in Healthcare Informatics.
Overview
15
15
years of professional experience
Work History
Service Account Manager Sr
UnitedHealth Group
08.2021 - Current
- Provide advanced provider service expertise and support for internal Global Support Provider call teams, account partners, and external providers
- Serve as liaison for a complex customer base, managing first-level resolution of escalated provider and claims issues
- Identify and resolve operational issues using defined processes, analytical judgment, and healthcare expertise
- Investigate complex claims and provider service issues and communicate timely resolutions to stakeholders
- Deliver claims and data analytics reporting to business partners to support decision-making
- Provide feedback and coaching to team members to improve performance and service outcomes
- Senior Complex Customer Care Representative
- Resolved high-complexity provider disputes and advocated for members when necessary
- Conducted proactive member outreach and follow-ups to ensure service excellence and retention
- Processed claims and handled ticklers for Wausau, WI teams
- Mediated prior-authorization discrepancies between Care Management and providers
- Mentored new plan advisors and supported onboarding
- Reviewed plan benefits, designs, and amenities with members and providers
- Supported coordination of benefits with other insurance carriers
- Served as designated plan advisor for multiple member accounts
- Acted as a GenerationYou guide
- Systems & Tools: Jacada (CPS), Aerial, Wauben, Super User Admin Portal, Advocacy Dashboard, WEX Cloud Health, WEX Card Central, JIA, Knowledge Central, Knowledge Library, OnBase, DOC360, health and dental plan databases, Microsoft Office Suite
Inpatient Financial Counselor
Anderson Hospital (PRN)
12.2015 - 07.2021
- Discussed payment options and financial resources with patients to cover estimated responsibilities
- Verified insurance eligibility and corrected patient accounts in Meditech Expanse
- Processed financial assistance applications and coordinated with Patient Financial Services and Care Coordination
- Served as Super User for Meditech Expanse implementation
- Cross-trained across Emergency Department, OB admissions, radiology, surgery, laboratory, and express care
- Responsible for point-of-service collections and Medicare rights education
- Trained new employees and served as evening shift supervisor
- Extensive use of Experian database
Customer Service Representative (Contract)
Navient / Xtend Healthcare
03.2021 - 04.2021
- Supported COVID-19 vaccination scheduling and public health outreach initiatives
Patient Access Representative
Saint Elizabeth’s Hospital
10.2013 - 12.2015
- Managed patient registration, insurance verification, billing, and collections
- Cross-trained across surgery, laboratory, radiology, emergency room, and urgent care
- Awarded Certificate of Improvement of Process for STEMI Cardiac Cath patients
- Liaison for Meaningful Use initiative
- Developed Work Improvement Goals for the Patient Access Department
- Extensive experience with Meditech and Emdeon systems
Unit Secretary / Patient Registration
Barnes-Jewish Hospital
06.2011 - 10.2013
- Supported emergency and trauma departments with patient registration and clerical functions
- Maintained and scanned patient records; entered data into Epic and Compass systems
Education
Master of Science - Healthcare Informatics
Southern Illinois University–Edwardsville
Bachelor of Science - Political Science (Pre-Law)
Southern Illinois University–Edwardsville
Skills
- Provider & Claims Escalation Management
- Healthcare Data & Analytics Reporting
- Customer & Account Management
- Process Improvement & Quality Initiatives
- Healthcare Information Systems (Epic, Meditech Expanse)
- SQL, Tableau, Microsoft Office Suite
- Eligibility, Benefits, & Coordination of Benefits
- Cross-functional Collaboration & Mentorship
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Strategic planning
- Customer satisfaction
- Issue resolution
- Relationship building and management
- Team Training
- Project management
- Goals and performance
- Documentation and reporting
- Client rapport
- Strategic account planning
- Contract negotiation
- Cross-functional collaboration
- Revenue growth
- Data analytics
- Staff management
- Schedule management
- Lead development
Timeline
Service Account Manager Sr
UnitedHealth Group
08.2021 - Current
Customer Service Representative (Contract)
Navient / Xtend Healthcare
03.2021 - 04.2021
Inpatient Financial Counselor
Anderson Hospital (PRN)
12.2015 - 07.2021
Patient Access Representative
Saint Elizabeth’s Hospital
10.2013 - 12.2015
Unit Secretary / Patient Registration
Barnes-Jewish Hospital
06.2011 - 10.2013
Bachelor of Science - Political Science (Pre-Law)
Southern Illinois University–Edwardsville
Master of Science - Healthcare Informatics
Southern Illinois University–Edwardsville