Makayla Young
Yazoo City,MS
Summary
Customer Engagement specialist with 5 years of experience in healthcare insurance, adept at resolving complex claims and enhancing member satisfaction through detailed insurance verification and prior authorization processes. Demonstrates a positive attitude and active listening skills, ensuring seamless communication and problem-solving in a fast-paced environment. Passionate about leveraging Medicare and Medicaid knowledge to deliver innovative solutions that meet diverse customer needs.
Overview
7
7
years of professional experience
Work History
Patient Care Specialist
Centene
11.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Analyzed customer feedback to identify trends and recommend improvements to service offerings.
- Trained new team members on company policies, systems, and best practices for customer support.
- Conducted regular training sessions to improve team performance and service quality standards.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Customer Representative
Cigna
10.2023 - 11.2025
- Provides all services (benefits, claims, prescriptions, and prior authorizations) services to resolve and solve all member’s needs
- Assist with mail orders and claim issues
- Assist and initiate prior authorizations for member, doctors, and/or pharmacies
- Provide support and solutions that help with member’s/doctor’s/pharmacy’s need
- Follow all company’s procedures and policies
- Navigate multiple systems with accuracy and speed
- Verify & update insurance information for new and/or existing patients
- Obtain pre-authorization for recommended services
- Answer questions regarding benefits and/or insurance inquiries Resolve complex member inquiries across benefits, claims, prescriptions, and prior authorizations, leveraging multiple systems for accurate solutions.
- Facilitate seamless healthcare access by initiating prior authorizations and assisting with mail orders, ensuring members receive timely care and medication.
CSR
Continuum Global Solutions
07.2019 - 10.2022
- Provide customers with proper solutions to meet their needs with their medical/pharmacy benefits
- Provide aid with tasks regarding medical/pharmacy claims
- Perform routine call center tasks and procedures to guide conversations and use resources provided to resolve any issues and/or concerns
- Assist with benefits and all other call services to meet member’s needs and understanding
- Aid patients with understanding their insurance coverage and financial responsibilities
- Update patient’s insurance and billing records
- Verify patient insurance and eligibility for services Analyzed complex medical and pharmacy benefits, providing tailored solutions to customers and resolving claims issues efficiently.
- Guided patients through insurance coverage intricacies, enhancing their understanding of benefits and financial responsibilities.
- Meticulously updated patient records, ensuring accurate insurance and billing information for seamless service delivery.
Education
High School Diploma - Healthcare Administration
Hinds Community College
HS Diploma - undefined
Yazoo City High School
05.2017
Skills
- Problem solving, Active listening, Healthcare insurance, Prior authorization, Medical claims, Pharmacy claims, Insurance verification, Technical knowledge, Positive Attitude, Medicare knowledge, Medicaid knowledge, Medicare Part D, Medical terminology, Conflict resolution, Time management, Customer retention, Empathy training, CRM software
- Leadership development training
- Leadership support
- Performance coaching
- Coaching and feedback
Timeline
Patient Care Specialist
Centene
11.2025 - Current
Customer Representative
Cigna
10.2023 - 11.2025
CSR
Continuum Global Solutions
07.2019 - 10.2022
HS Diploma - undefined
Yazoo City High School
High School Diploma - Healthcare Administration
Hinds Community College