LEANNA ASHLEY GIVENS
Healthcare Service Corporation
Broken Arrow,OK
9
years of professional experience
Licensed Small Group Client Service Representative with proven expertise guiding brokers and group leaders through renewals, cost-saving strategies, and ancillary products, including Blue Balance Funded proposals. Skilled in resolving escalated broker concerns and serving as a key liaison across underwriting, claims, operations, and ancillary departments. Strong written and verbal communication skills.
Work History
Small Group Client Service Representative I
3 Years 11 Months- Licensed General Lines Agent (Life & Health) in Oklahoma, New Mexico, and Montana; actively pursuing HMO licensure within required timeframe
- Serve as primary point of contact for brokers and group leaders, resolving benefits, billing, and renewal inquiries with accuracy and efficiency
- Reviewed renewals for accuracy to ensure timely and correct processing
- Advised brokers and group leaders on renewal options, including cost-saving strategies, ancillary add-ons, and Blue Balance Funded proposals
- Diffuse and resolve escalated broker calls, maintaining professionalism and composure under pressure
- Function as key liaison between external clients and internal partners across underwriting, claims management, operations, and ancillary departments to drive timely resolutions
- Planned, developed, and delivered training on Blue Balance Funded plans, as well as general producer training on the small group market segment
- Drive ancillary product growth by proactively upselling life, vision, and dental benefits to expand client coverage
Customer Advocate I
1 Year 2 Months- Delivered accurate, responsive support across 50–100 inbound calls daily in a high-volume insurance environment
- Resolved billing inquiries and investigated claims to ensure timely, accurate outcomes
- Coordinated with healthcare providers and insurance carriers via outbound calls to verify information and resolve discrepancies
- Trained and onboarded 15–25 new employees per quarter, building job templates to standardize workflows and accelerate ramp-up time
- Resolved escalated calls with sound judgment and professionalism, serving as a trusted resource for complex customer issues
Customer Service Representative/ Authorization Specialist
1 Year- Served as primary phone representative, handling 30–60 daily calls from patients, insurance agencies, and tribal healthcare organizations
- Acted as liaison between PLA and patients, clients, insurers, and tribal healthcare organizations to ensure accurate billing and claims filing
- Explained statements, insurance adjustments, and account balances to patients to ensure clarity on charges owed
- Obtained prior authorizations for 100+ patients monthly, coordinating with tribal healthcare organizations and the VA
- Developed a new tribal follow-up process and built relationships with the Cherokee, Creek, and Pawnee Nations
- Verified eligibility and coordinated benefits across major payers (Medicaid, Medicare, BCBS, United Healthcare) in OK and KS
- Processed patient payments and set up installment plans to resolve outstanding balances
- Updated EDI and claims information with insurance companies as needed
Order Writer
1 Year 1 Month- Processed billing update orders across multiple departments within the Verizon Corporate Billing Office to ensure accurate charges
- Served as assistant manager for the order writing department, assigning work and coordinating team schedules
- Developed new workflow processes to improve efficiency across multiple billing systems, presenting recommendations to management for approval
- Authored a training manual for the order writing department to onboard new hires and standardize billing correction procedures
Customer Service Supervisor
2 Years- Trained and qualified 53 new hires on company policies and procedures, maximizing team efficiency and readiness
- Managed escalated customer service calls, emergency roadside assistance requests, and billing/contract explanations
- Handled 300+ daily calls resolving billing disputes across company, individual, and government contracts, each requiring distinct billing code protocols
- Ensured accurate coding and billing for tax-exempt contracts and full contractual compliance
- Applied contract discounts as needed to support customer retention and maintain positive client relationships
- Coordinated emergency roadside assistance to ensure timely customer support
Education
Bachelor's - Healthcare Administration
Cum Laude
Skills
Salesforce
Blue Star
SMARS
Timeline
Small Group Client Service Representative I
Healthcare Service Corporation
09.2022 - CurrentRead More
Customer Advocate I
Healthcare Service Corporation
07.2021 - 09.2022Read More
Customer Service Representative/ Authorization Specialist
Pathology Laboratory Associates (PLA)
07.2020 - 07.2021Read More
Order Writer
GC Services
06.2019 - 07.2020Read More
Customer Service Supervisor
C3 Customer Contact Channels
05.2017 - 05.2019Read More
Northeastern State University
Bachelor's from Healthcare Administration
Read More