Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Katie Osmonson

Big Lake,MN

Summary

I love working closely with our members and my coworkers. I pride myself in being the absolute best. I do everything I can to resolve any issues that arises to completion. Work very well with others, I am a very positive and motivated person. I am self driven and a very detail oriented person. I am great at multitasking and love keeping busy. I learn fast and I am quick on my feet. I am a Culture Ambassador and I pride myself on believing and sharing our culture and values with everyone. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

17
17
years of professional experience

Work History

Elite/Premier Service Escalations Account Manager

UnitedHealthcare
10.2023 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Coordinate cross-departmental efforts to execute successful problem resolution
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Work closely with advocates by coaching and preforming call audits
  • SME Helper Champion
  • Hold meetings with our SME helpers to ensure that they have all the resources needed to move up in their career
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Dedicated Elite Premier Digital Health Advocate

UnitedHealthcare
03.2023 - Current
  • Services Premier and Elite clients digitally
  • Provide 1 call resolution on all chats and secure emails
  • Claims processing trained
  • Trained in processing claims in CAMS
  • Expert with all Microsoft applications
  • Detail oriented
  • Organized
  • Great at multitasking
  • I adhere to deadlines
  • I see everything through to completion
  • I learn extremely quickly
  • I love learning new things
  • Trained to work with Transgender members
  • Provide superior customer service to all members
  • Adhere to all company policies and HIPAA laws
  • I help coach and train my teammates 1 on 1
  • Provide staff coaching, and mentoring to enhance performance and professional development.
  • I am seen as a leader by my teammates
  • Culture Ambassador

Elite Dedicated Health Advocate

UHC United Healthcare
03.2021 - 03.2023
  • I am an Elite Dedicated Health Advocate for our Target team
  • I assist members both over the phone and digitally
  • Provide amazing customer service
  • I am flexible and am happy to be wherever I am needed
  • Expert with all Microsoft applications
  • Adhere to HIPAA laws
  • Medical Billing expert
  • I am trained in both claims processing and CAMS processing
  • I am also trained and love working with our Transgender members
  • Detail oriented
  • Organized
  • Great at multitasking
  • I adhere to deadlines
  • I see everything through to completion
  • I learn extremely quickly
  • I love learning new things
  • I am a Culture Ambassador
  • A member of our Peer Pride committee

Account Manager

Thrifty White Pharmacy
05.2013 - 03.2021
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Oversees a retail pharmacy remotely from the corporate office.
  • Follows all HIPAA laws and guidelines
  • Expert with all Excel and Word applications
  • Great with time sensitive material
  • Adheres to deadlines
  • I am a leader to my coworkers
  • I am flexible and fill in wherever needed
  • I go to retail locations to help and train staff
  • Customer service expert
  • Works closely with Nursing Facilities and their staff
  • Work closely with Directors of Nursing and facility Administrators

Pharmacy Technician

CVS Pharmacy
02.2007 - 05.2013
  • Worked with the Pharmacist with Data Entry, Billing Insurance and Filling prescriptions
  • Worked close with the customers in a polite and professional manner
  • Placed, checked in and put away orders from our outside vendors
  • Provided amazing customer service to all staff and customers
  • I pride myself in knowing my customers by name and having their orders pulled before they got up to the cash register

Education

Radiology

Century College
White Bear Lake, MN

Psychology

University of Wisconsin Stout
Menomonie, WI

High School Diploma -

Rogers High School
Rogers, MN
06.2007

Skills

  • Insurance Billing
  • Customer Service
  • Time Management
  • Computer Skills
  • Phone Etiquette
  • Account Management
  • Medical Terminology
  • Medical Records
  • Medical Coding
  • Account Management (3 years)
  • Troubleshooting
  • Problem Resolution
  • HIPAA
  • ICD-10
  • Data Entry
  • Patient Care
  • Detail oriented
  • Organized
  • Multitasking
  • Microsoft Excel
  • Microsoft Word
  • Professional Telephone Demeanor
  • Brand Representation
  • Coordination
  • Spreadsheets
  • Call Center Operations
  • Customer Relationship Management
  • Policy and Procedure Adherence
  • Typing Proficiency
  • Critical Thinking
  • Prioritization
  • Managing Multiple Tasks
  • Grammar
  • Computer Proficiency
  • Customer Account Management
  • Staff Training
  • Problem-Solving Ability

Accomplishments

  • Licensed Pharmacy Technician
  • February 2008 to Present
  • Nationality Certified Pharmacy Technician
  • November 2011 to Present
  • CLIA Certified
  • August 2018 to Present
  • Certified to draw Blood Sugars
  • Check Blood Pressure
  • Check Cholesterol levels
  • Assessments
  • Management & leadership skills: Impact & influence — Highly Proficient
  • March 2021
  • Choosing the most effective strategy to inspire and influence others to meet business objectives
  • Full results: Highly Proficient
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continueddevelopment in any professional field.

Timeline

Elite/Premier Service Escalations Account Manager

UnitedHealthcare
10.2023 - Current

Dedicated Elite Premier Digital Health Advocate

UnitedHealthcare
03.2023 - Current

Elite Dedicated Health Advocate

UHC United Healthcare
03.2021 - 03.2023

Account Manager

Thrifty White Pharmacy
05.2013 - 03.2021

Pharmacy Technician

CVS Pharmacy
02.2007 - 05.2013

Radiology

Century College

Psychology

University of Wisconsin Stout

High School Diploma -

Rogers High School

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Katie Osmonson