Summary
Overview
Work History
Education
Skills
Timeline
Generic

Miaya Summers

Dover,DE

Summary

Highly-motivated employee with 10 years experience in care coordination and customer health care with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

10
10
years of professional experience

Work History

Care Support Coordinator

Spring Health
Dover, DE
07.2023 - Current
  • Manage incoming member and provider support cases, via email, phone or chat
  • Manage all things care coordination, including but not limited to: maintaining patient charts, rescheduling appointments, executing prescription authorization forms and facilitating the release of documentation between members and providers
  • Analyze and troubleshoot technical issues submitted by members and providers
  • Coordinate with Product and Engineering teams in identifying, reporting, and resolving issues, as needed
  • Work in a cross functional capacity with other Operations teams to coordinate information sharing and ensure providers' and members' needs are met

Outreach Coordinator

Highmark Health
Dover, DE
03.2022 - 05.2023
  • Implemented community outreach and engagement plans to reach vulnerable communities.
  • Maintained outreach contacts in organization's database to track progress toward base building goals.
  • Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
  • Conducted psychosocial assessments to identify individual needs and specific social services necessary to address identified objectives and goals.
  • Coordinated specific psychosocial resources to meet members' identified needs.
  • Served as a liaison between the member, the Health Plan, and the provider for the Highmark Delaware Medicaid product.
  • Provided telephonic support to assess member needs, provide appointment scheduling assistance, and educating members of their rights and responsibilities.
  • Responsible for assisting members in navigating the grievance and appeals process and representing member interests internally and externally.

Social Services Coordinator

Division Of Family And Children Services
Dover, DE
02.2020 - 03.2022
  • Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
  • Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
  • Consulted with staff on resolution of complex service issues.
  • Handled administrative procedures to meet objectives set by boards of directors or senior management.
  • Determined organizational policies regarding program eligibility, requirements and benefits.
  • Prepared and submit source documents on case/client activity for data entry in accordance with established policies and procedures and may input data into an automated client information system.
  • Writes and mails letters. Keeps records, submits required reports, completes or types routine forms or letters, addresses

Care Coordinator

Silver Lining Home Health Care
Dover, DE
02.2021 - 12.2021
  • Investigated and reported issues relating to patient care and conditions which might hinder patient well-being.
  • Worked closely with clinical staff to support therapeutic and behavioral plans.
  • Maintained records management system to process personnel information and produce reports.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Maintained records and personnel files to drive administration and office support.
  • Delivered exceptional customer service through direct communication with clients and team members.
  • Provided knowledgeable and compassionate service in response to patient questions and concerns.
  • Create and maintain schedules for caregivers.
  • Arrange or organize schedules for clients and/or patients in line with healthcare plans and availability of healthcare personnel that will attend to them.
  • Perform maintenance of all statistics and reports that have to do with both staff and patients • Responsible for properly entering client and staff information into a database, and also updating it on a regular basis.

Administrative Assistant

Christiana Care Health System
Newark, DE
09.2019 - 02.2020
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Provided secretarial and office management support while building cooperative working relationships.
  • Inventoried and ordered supplies for office.
  • Coordinated appointments, meetings and conferences.
  • Maintained accurate department and customer records.
  • Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Organized both physical and digital files and updated reports to coordinate project materials.
  • Directed customer communication to appropriate department personnel.

Scheduling Coordinator

Beebe Medical Group
Millsboro, DE
04.2019 - 07.2019
  • Completed timely changes and updates to schedules in central scheduling system.
  • Communicated with clients and caregivers to inform of schedule changes, cancellations or additions.
  • Communicated schedule changes to appropriate department personnel and other ancillary areas.
  • Utilized MS Office and Excel to analyze data and create spreadsheets.
  • Entered information into system to update status reports.
  • Developed effective scheduling processes to achieve production objectives.
  • Set and confirmed patients colonoscopy appointments.
  • Interviewed individuals to complete documents, case histories or forms.

Reservationist

Delaware Transit
Dover, DE
05.2016 - 11.2018
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved customer issues.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Kept customers informed of service trucks' whereabouts and expected time of service.
  • Monitored phone queue, supported emails and retrieved inbound support faxes.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.

Call Center Representative

LogistiCare
Dover, DE
07.2014 - 05.2016
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Communicated with drivers during transit, clearly conveying route updates.

Education

Bachelor of Science - Industrial And Organizational Psychology

University of Phoenix
Tempe, AZ

Skills

  • Research and Facts Collecting
  • Effective Customer Communication
  • Assistance Program Knowledge
  • Well-Trained in multiple computer software
  • Community Outreach
  • Customer Support and Assistance
  • Planning & Organizing
  • Microsoft Office
  • Data Management
  • Organizational Skills
  • Team Management
  • Active Listening
  • Computer Skills
  • Problem Resolution
  • Critical Thinking
  • Conflict Resolution
  • Friendly, Positive Attitude
  • Good Work Ethic
  • People Skills
  • Technical Support
  • Online Chat Support
  • Incoming Call Management
  • Service Desk Support
  • Technical Troubleshooting
  • Customer Service

Timeline

Care Support Coordinator

Spring Health
07.2023 - Current

Outreach Coordinator

Highmark Health
03.2022 - 05.2023

Care Coordinator

Silver Lining Home Health Care
02.2021 - 12.2021

Social Services Coordinator

Division Of Family And Children Services
02.2020 - 03.2022

Administrative Assistant

Christiana Care Health System
09.2019 - 02.2020

Scheduling Coordinator

Beebe Medical Group
04.2019 - 07.2019

Reservationist

Delaware Transit
05.2016 - 11.2018

Call Center Representative

LogistiCare
07.2014 - 05.2016

Bachelor of Science - Industrial And Organizational Psychology

University of Phoenix

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Miaya Summers