Summary
Overview
Work History
Education
Skills
Timeline
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LaVaughn Hodges

Woodbridge,VA

Summary

Dedicated professional with a strong background in customer service and administrative support seeking to leverage skills in a dynamic role within the healthcare or business administration sectors. Aiming to contribute effectively towards organizational success through exceptional problem-solving abilities and process improvement initiatives.

Overview

10
10
years of professional experience

Work History

Global Care Specialist

UnitedHealthcare Global
09.2019 - Current
  • Ensures quality customer service for internal and external customers
  • Solves problems systematically, using sound business judgment
  • Handle straightforward inquiries with the urgency and confidence to give customers confidence in our ability to manage more complex requests and situations
  • Resolve simple requests, such as benefit and pre-travel inquiries, in one call
  • Ability to follow processes and procedures and adapt techniques to meet more complex issues
  • Functions as Lead under the direction of supervisor to ensure cases are distributed and handled properly in efforts to ensure its completion
  • Assisted in the development of case review evaluations for the new hires in their production transition
  • Meets with management to discuss weekly goals and strategies for new hires on the team
  • Continuous work in a fast paced, flexible environment
  • Assist in supervisory functions and special projects as designated by management
  • Maintains timely, accurate documentation for all appropriate transactions
  • Assist peers and supervisors with escalated issues
  • Provide concierge services to members to assist with resolving issues with internal and external business vendors which includes inquiries about claims, billing discrepancies, plan benefits and other issues
  • Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions
  • Analyze and address patient complaints or concerns in a timely and professional manner, striving to uphold high standards of service delivery
  • Conducted regular performance evaluations and provided feedback to team members to improve efficiency and overall performance
  • Meet quality and customer satisfaction requirements as well as Maintain proficiency in all technical applications

Management Trainee, Intern

Enterprise Rent-A-Car
07.2016 - 08.2019
  • Performed customer service functions for clients, visitors, and staff of the operational branch
  • Used each interaction with the patient to validate and update patient demographic information
  • Assisting customers with inquiries
  • Reviewed policy and procedures while appropriately assisting customers
  • Explained relevant facts, procedures and policies within organization standards communicating arbitration appeal rights and resolutions to client's problems in a complete, accurate and ethical manner
  • Utilized administrative resources to attend to customer service comments, concerns, and inquiries
  • Independently managed communication software ensuring the timely communication and composition of messaging with appropriate action were taking place
  • Completed Business Traveler Purchase Orders and Invoices
  • Verified daily car check-in log, documenting any damages or discrepancies to on staff management
  • Participated in Semi-Monthly Organizational Training, Sponsor, & Outreach Events

Criminal Investigation Clerk Intern

United States Army Crime Records Center
06.2014 - 08.2015
  • Directly assisted the Record Leads Manager with the management of all administrative support
  • Program functions
  • Maintained administrative control of all investigative cases using an automated case log and status system, and appropriate filing systems
  • Maintained security measures within areas of responsibility to ensure computer system security and confidentiality of sensitive information, to include safeguarding my passwords and computer access
  • Composed, edited, and appropriated confidential memorandums via departmental communications
  • Monitored and control information stored in databases; document and disseminate related data and services to staff
  • Provided office automation guidance and assistance to staff
  • Works with users to define required data elements, desired format, and any arithmetic manipulation needed for the specified output
  • Received, assess, route, and handle incoming and outgoing materials such as controlled or routine correspondence, reports, memoranda, and other forms of written communication
  • Corresponded to routine and special projects: and other day-to-day office and business requirements; answer questions concerning policies and procedures related to supporting/office services and new projects, requests, and shifts in priorities and commitments

Education

Bachelor of Science - Health Care Administration

Capella University

Associates of Applied Science - Business Administration

Northern VA Community College

Skills

  • Customer Relationship Management
  • Strategic Problem- Solving
  • Team Leadership and Development
  • Effective Communication
  • Risk Assessment:
  • Crisis Management
  • Policy Analysis
  • Compliance and Quality Assurance
  • Escalation Management
  • Project Management
  • Database Management

Timeline

Global Care Specialist

UnitedHealthcare Global
09.2019 - Current

Management Trainee, Intern

Enterprise Rent-A-Car
07.2016 - 08.2019

Criminal Investigation Clerk Intern

United States Army Crime Records Center
06.2014 - 08.2015

Associates of Applied Science - Business Administration

Northern VA Community College

Bachelor of Science - Health Care Administration

Capella University

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LaVaughn Hodges