Monica Surber
Minneapolis,MN
Summary
Accomplished Business Process Consultant & Issue Management professional with a proven track record at UnitedHealthcare/Optum. Expert in leveraging analytical thinking and process improvement expertise to drive operational excellence, achieving significant efficiencies. Skilled in fostering strong relationships and delivering creative solutions, I excel in negotiation management and data-driven decision-making.
Overview
22
22
years of professional experience
Work History
Business Process Consultant & Issue Management
United Healthcare/Optum
07.2022 - 05.2024
- Served as escalation point for complex or high-priority cases, providing expert guidance to ensure swift resolution of critical issues impacting business operations or client satisfaction levels.
- Applied Lean Six Sigma principles to identify root causes of inefficiencies, devising targeted interventions accordingly.
- Conducted comprehensive analyses of client operations, identifying areas for improvement and providing actionable recommendations.
- Partnered with key clients in developing tailored action plans aimed at addressing specific pain points within their organizations.
- Streamlined business processes by identifying inefficiencies and implementing best-practice solutions.
Sr. Network Contract Manager
United Healthcare/Optum
02.2021 - 07.2022
- Developed strong relationships with clients and vendors, fostering mutually beneficial partnerships.
- Coordinated regular contract reviews to identify areas for improvement or renegotiation opportunities..
- Increased overall success rate of negotiations by consistently identifying key leverage points within each deal.
- Facilitated dispute resolution between parties when necessary, preserving valuable business relationships without compromising company interests.
- Stayed current on new data and reporting technologies and actively participated in data technology projects and proof of concept (PoC) efforts.
Recovery Resolution Consultant
UnitedHealthcare/Optum
01.2017 - 02.2021
- Demonstrated empathy and understanding when dealing with sensitive or emotionally charged situations, ensuring customers felt heard and respected.
- Acted as an intermediary between customers and internal departments, facilitating clear communication channels to achieve satisfactory outcomes for all parties involved.
- Trained new Resolution Consultants, sharing best practices and knowledge to ensure a high standard of customer service across the team.
- Improved customer satisfaction by resolving complex issues through diligent research and effective communication.
- Contributed to the development of policies and procedures that improved the overall effectiveness of the resolution process.
- Provided timely updates on case progress to customers, ensuring they remained informed throughout the resolution process.
- Investigated and resolved customer inquiries and complaints quickly.
Negotiations Consultant
UnitedHealthcare/Optum
07.2013 - 01.2017
- Recovered lost funds by investigating and resolving complex fraudulent transactions.
- Analyzed data from various sources to identify unusual activity indicative of potential fraud or theft.
- Assisted law enforcement in their investigations, providing pertinent information to aid in apprehending fraudsters successfully.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Workers Compensation Claim Administrator
Supervalu
01.2012 - 05.2013
- Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
- Collaborated with cross-functional teams to establish effective risk management practices across all business units.
- Managed disputes effectively between vendors and internal stakeholders through mediation techniques to arrive at mutually beneficial resolutions.
- Maintained strong collaborative relationships with internal stakeholders through timely updates on vendor activities and status reports on key initiatives.
Sr. Claims Examiner
Berkley Risk Administrators, A W. R. Berkley
11.2002 - 01.2012
- Reduced claim resolution time by conducting thorough investigations and timely decision making
- Negotiated settlements with claimants, balancing fairness with fiscal responsibility to the company.
- Established trust among clients by consistently delivering fair assessments of their insurance claims.
- Handled high-profile cases professionally, maintaining confidentiality while achieving satisfactory resolutions.
- Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Education
Bachelor of Arts - Sociology
University of Minnesota - Twin Cities
Minneapolis, MNMaster of Science - Library And Information Science
Dominican University
River Forest, IL12.2004
Skills
- Business Analysis
- Requirements Gathering
- Operational Excellence
- Process improvement expertise
- Analytical Thinking
- Process Improvement
- Data-driven decision-making
- Account Management
- Issue Research
- Relationship Management
- Creative solutions
- Negotiation Management
- Special projects
Timeline
Business Process Consultant & Issue Management
United Healthcare/Optum
07.2022 - 05.2024
Sr. Network Contract Manager
United Healthcare/Optum
02.2021 - 07.2022
Recovery Resolution Consultant
UnitedHealthcare/Optum
01.2017 - 02.2021
Negotiations Consultant
UnitedHealthcare/Optum
07.2013 - 01.2017
Workers Compensation Claim Administrator
Supervalu
01.2012 - 05.2013
Sr. Claims Examiner
Berkley Risk Administrators, A W. R. Berkley
11.2002 - 01.2012
Bachelor of Arts - Sociology
University of Minnesota - Twin Cities
Master of Science - Library And Information Science
Dominican University