Kayla Superville
Boston,MA
Summary
Dedicated dynamic professional with a proven track record at Optum Rx Healthcare, excelling in customer advocacy and data analysis. Adept at critical thinking, I significantly enhance customer satisfaction and operational efficiency. Demonstrates exceptional communication and organizational talents, contributing to team success and business insights. Skilled in negotiation, communication, and conflict resolution. Reliable and results-driven with focus on delivering impactful solutions.
Overview
7
7
years of professional experience
Work History
Prior Authorization Advocate
Optum Rx Healthcare
04.2024 - Current
- Answer inbound phone calls from customers and identify the type of assistance the customer needs
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Research complex issues across multiple databases work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools
- Assisted with applications and collected required paperwork to help individuals register for supportive services.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
Customer Service Representative
UnitedHealth Group
10.2023 - 03.2024
- Responded to 60-80 incoming calls from home delivery pharmacy customers with requests for refilling orders and checking order status or pharmacy benefit inquiries from members
- Asked appropriate questions and listen actively while documenting required information in computer systems
- Made outbound calls to customers on prescription orders and payment issues
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- One call Resolution
- Maintained and managed customer files and databases
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
- Reached out to customers after completed resolutions for follow ups
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Data Analyst/Executive Administrative Assistant
Bansir Capital LLC
10.2021 - 04.2023
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
- Navigated multiple computer systems and applications simultaneously
- Communicated with clients regarding account services, statements, and balances
- Assisted call-in customers with inquires
- Resolved concerns with products or services to help with retention and drive sales
- Maintained and managed customer files and databases
- Maintained up-to-date knowledge of product and service changes
- Delivered prompt service to prioritize high-profile customer needs
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
Lead Teacher
Metrokids Preschool
03.2018 - 11.2020
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Organized group activities: field trips, games, painting, storytelling, music and plays
- Taught interpersonal skills, hygiene and proper eating habits
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives
- Incorporated multiple types of teaching strategies into classroom
- Read books to the entire class and in small groups
- Established basic disciplinary rules and maintained order
- Kept progress notes evaluating behavior, development, and health – Reported and discussed any possible problems with specialists and parents
- Met with parents whenever necessary to discuss progress or requirements
- Prepared classroom materials and maintained clean, safe facilities and equipment
- Provided children and parents with activity schedules and established classroom routine
- Advised and counseled students to help them develop skills and knowledge required to succeed
- Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities
Education
Associate of Science - Psychology
Stetson University
DeLand, FL12-2025
Skills
- Excellent verbal and written communication skills
- Exemplary Organizational Skills
- Strong problem-solving and critical thinking abilities
- Ability to work effectively in a team environment
- Proficient in Shipping and Receiving
- Multitasking Proficiency
- Works well under pressure and meets tight deadlines
- Proficient in Customer Account Management
- Order Processing
- Proficient in CRM software, Navigator, IRIS, Genesys, and Microsoft Office Suite
- Document filing
- Document review
- Analytical reasoning
- Client representation
- Administrative Support
- Personal Lines License Holder
- Expense reporting
Languages
Spanish
Limited Working
Timeline
Prior Authorization Advocate
Optum Rx Healthcare
04.2024 - Current
Customer Service Representative
UnitedHealth Group
10.2023 - 03.2024
Data Analyst/Executive Administrative Assistant
Bansir Capital LLC
10.2021 - 04.2023
Lead Teacher
Metrokids Preschool
03.2018 - 11.2020
Associate of Science - Psychology
Stetson University
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