Lisette Butler
Browns Summit,NC
Summary
Dynamic professional with a proven track record at United Healthcare, UHG, excelling in data-driven decision-making and fostering teamwork. Leveraged financial acumen and creative solutions to enhance client relations and operational efficiency, achieving strategic growth. Skilled in performance analysis, adept at translating complex data into actionable insights.
Overview
25
25
years of professional experience
Work History
Client Service Account Manager
United Healthcare, UHG
11.2022 - 06.2024
- Developed comprehensive account plans to align with customer objectives, driving strategic growth and collaboration between both parties.
- Streamlined account management processes for increased efficiency and improved client relations.
- Monitored client feedback to identify trends and areas for improvement, making process adjustments as needed to enhance the overall customer experience.
- Facilitated open lines of communication between internal teams and client representatives, ensuring timely updates on project progress and achievement of agreed-upon milestones.
- Managed accounts to retain existing relationships and grow share of business.
- Provided ongoing support and guidance to clients throughout all stages of their engagement with the company, demonstrating genuine interest in their success and fostering long-lasting partnerships.
Senior Operational Trainer
United Healthcare, UHG
10.2019 - 11.2022
- Facilitated cross-functional collaboration within the organization by leading hands-on workshops and team-building exercises.
- Improved overall staff performance through consistent coaching, mentoring, and reinforcement of best practices in daily operations.
- Collaborated with management to identify training needs, aligning curriculum with organizational objectives.
- Applied adult learning principles to create engaging instructional content that catered to various learner preferences.
- Served as an internal consultant on best practices in operations management to assist department leaders in achieving their performance goals.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Claims Advocate
United Healthcare, UHG
02.2016 - 10.2019
- Worked productively in fast-moving work environment to process large volumes of claims.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Posted payments to accounts and maintained records.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Communicated effectively with staff members of operations, finance and clinical departments.
Benefit Advocate
United Healthcare, UHG
06.2008 - 02.2016
- Served as an advocate for members in addressing concerns related to their benefit plans, providing guidance on available resources and options.
- Updated systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Enhanced understanding of benefit offerings with effective communication materials and presentations.
- Assisted members in navigating complex healthcare systems, ensuring timely access to necessary care and services.
- Coordinated wellness programs that contributed to healthier work environments and increased productivity levels among customers.
Authorization Coordinator
United Healthcare, UHG
09.2007 - 06.2008
- Coordinated seamless transitions of care for patients requiring referrals to specialty services, facilitating smooth handoffs between providers.
- Conducted thorough reviews of medical records to identify and address potential issues affecting authorization approvals.
- Increased efficiency in handling authorization cases through effective prioritization based on urgency and complexity levels.
- Maintained up-to-date knowledge of insurance policies, enabling accurate evaluation of coverage eligibility criteria for patients.
Assistant Supervisor
Lodge America
05.2005 - 09.2007
- Supported Supervisor by preparing production reports and collating quality documentation.
- Conducted regular performance reviews, providing constructive feedback designed to help employees reach their full potential.
- Maintained safety records and accident reports for human resources.
- Revised work practices to improve efficiency, boost quality and meet production goals.
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
Benefits Coordinator
Group Health Insurance
06.1999 - 06.2004
- Answered large volume of incoming calls from medicare beneficiaries
- Resolved issues and inquiries from plan participants regarding health and welfare benefits through telephone, and email
- Explained medicare secondary payer benefits to plan participants in easy to understand terms in order to educate each on available options.
- Developed strong relationships with provider representatives to address claims issues effectively while advocating for the best interests of members.
Education
Accounting
Monroe College
The Bronx, NYHigh School Diploma -
The Ursuline School
New Rochelle, NY06.1993
Skills
- Data-driven decision-making
- Creative solutions
- Performance Analysis
- Financial Acumen
- Teamwork and Collaboration
Timeline
Client Service Account Manager
United Healthcare, UHG
11.2022 - 06.2024
Senior Operational Trainer
United Healthcare, UHG
10.2019 - 11.2022
Claims Advocate
United Healthcare, UHG
02.2016 - 10.2019
Benefit Advocate
United Healthcare, UHG
06.2008 - 02.2016
Authorization Coordinator
United Healthcare, UHG
09.2007 - 06.2008
Assistant Supervisor
Lodge America
05.2005 - 09.2007
Benefits Coordinator
Group Health Insurance
06.1999 - 06.2004
Accounting
Monroe College
High School Diploma -
The Ursuline School
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