Summary
Overview
Work History
Education
Skills
Timeline
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Keyondra B. Willis

Alabaster,AL

Summary

Excellent written and verbal communication skills. Skilled in the use of: Microsoft (Excel, Word, Power Point) and Internet Explorer Self-motivated, detail oriented, courteous, professional maturity, and organized. High degree of empathetic listening, tact and kindness toward others. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

13
13
years of professional experience

Work History

Social Determinants of Health Sr Advocate

United Healthcare Group
03.2021 - Current
  • Conduct pre-screening activities to determine eligibility for supportive services.
  • Best in class dedicated customer service agent which provides concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers. This includes, but is not limited to, clinical, financial decision support, behavioral support, claims inquiries, and more.
  • Maximize use of community services, support programs, and resources available to member
  • Respond to and own consumer inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, financial spending accounts, correspondence, OptumRx Pharmacy, Optum Behavioral Health and self-service options.
  • Conduct proactive research on assigned member accounts to identify service issues and inform member plan of navigation in coordination with clinical and/or non-clinical staff outreach.
  • Communicate with assigned clinical and/or non-clinical staff with the Health Plan regarding member service issues that are proactively identified, member identified and close the loop on resolution of service issues to inform the plan of navigation for assigned members
  • Analyze care plans and upheld JCAHO, Medicare and Medicaid guidelines.
  • Support patients and family members, actively listening to concerns and offering compassionate care.
  • Coordinate with other healthcare professionals to provide patients with comprehensive care.
  • Make referrals to appropriate services, follow up to confirm patients received access to required care.

Whole Person Care Advocate

United Healthcare Group
02.2018 - 03.2021
    • Worked with enrollees to identify gaps in care or obstacles to care.
    • Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
    • Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.
    • Prepared documents and reports for clinical reviews and discharge plans.
    • Documented activities and progress in electronic medical record per defined policy and procedures.
    • Entered timely and accurate data into electronic medical records to communicate member needs.
    • Educated patients and families on healthcare options and financial support resources.

Virtual Community Health Worker

United Healthgroup
11.2015 - 02.2018
    • Counseled patients on health-related topics and lifestyle changes for improved well-being.
    • Helped to keep members compliant with their care plans
    • Partnered with care team (community, providers, and internal staff)
    • Continued learning of community cultures and values
    • Conducted health assessments
    • Facilitated client engagement with providers
    • Engaged with providers to close gaps in care with members
    • Specialized in complex medical customer population
    • Provided expertise and customer service support in a professional manner
    • Specialized in managing Medicare & Medicaid insurance needs and providing community resources
    • Helped vulnerable individuals navigate complex healthcare system.
    • Collaborated with external organizations to coordinate health and social services.
    • Worked directly with patient treatment teams and participated in care coordination procedures.
    • Addressed patient concerns and provided support to vulnerable demographics.

Enrollment Advisor

University of Phoenix
09.2011 - 01.2015
    • Advised undergraduate and graduate students regarding enrollment and degree completion requirements
    • Admitted students for the University's graduate and undergraduate certificate programs
    • Provided prospective or new students with information about educational and career planning, university resources and academic programs.
    • Conducted student appointments to identify students' educational goals and disseminate course and program information to potential students
    • Monitored student participation and progress through the enrollment process to ensure that students were in alignment with University policies
    • Assisted students in making informed decisions by providing ethical, timely, accurate, and comprehensive enrollment options and program information

Social Work Intern

Pathways
01.2011 - 04.2011
    • Became knowledgeable of the Pathways minimum standards and procedures, mission, and goals
    • Applied ethical principles according to the NASW code of Ethics to guide professional practice
    • Provided case management for five children and their families independently
    • Conducted psychosocial assessment and intervention strategies for treatment plans
    • Taught classes to women about money management, life skills and social awareness
    • Offered community resource guidance to clients to meet family needs for assistance.
    • Consulted with other professionals to gain insight and advice and build strong network within organization.
    • Interviewed clients to assess needs and determine most suitable needs and services.
    • Maintained client reports to track client progress, record interventions and provide relevant data for analysis.

Social Worker Intern

Gateway
05.2010 - 08.2010
  • Applied ethical principles according to the NASW code of Ethics
  • Communicated professional judgment as well as engage in diversity and research
  • Provided in-home treatment approach providing intensive services to troubled families
  • Assisted senior social workers with finding specialized foster homes to children in the State's custody
  • Offered community resource guidance to clients to meet family needs for assistance.
  • Taught classes to families once a week on finances, social skills, respect, and parenting
  • Interviewed clients to assess needs and determine most suitable needs and services.
  • Developed and implemented social work plans to understand desired project goals and properly align social work activities.
  • Documented services provided meticulously by keeping accurate records of activities, interactions and conversations.

Education

Master of Social Work - Social Work

The University of Alabama
Tuscaloosa, AL
06.2011

BBA - Business Administration

Faulkner University
Montgomery, AL
05.2008

Skills

  • Records Maintenance
  • Client Coping Mechanisms
  • Case Management
  • Dynamic Communication Skills
  • Case Notes
  • Social Work Processes
  • Community Assistance Knowledge
  • Extensive knowledge of health and wellness
  • National Association of Social Workers (NASW)
  • Knowledge of health standards

Timeline

Social Determinants of Health Sr Advocate

United Healthcare Group
03.2021 - Current

Whole Person Care Advocate

United Healthcare Group
02.2018 - 03.2021

Virtual Community Health Worker

United Healthgroup
11.2015 - 02.2018

Enrollment Advisor

University of Phoenix
09.2011 - 01.2015

Social Work Intern

Pathways
01.2011 - 04.2011

Social Worker Intern

Gateway
05.2010 - 08.2010

Master of Social Work - Social Work

The University of Alabama

BBA - Business Administration

Faulkner University

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Keyondra B. Willis