Nalini V. Yedavalli
Plano,USA
Summary
Strategic, client-focused healthcare professional with 5+ years of experience managing client accounts, serving as a primary point of contact, and coordinating cross-functional teams in regulated Healthcare IT environments. Proven ability to assess client needs, identify risks and gaps, manage escalations, and drive timely resolutions while maintaining HIPAA, patient safety, and compliance standards. Strong experience with JIRA, service reviews (PSR), project coordination, system updates, and client retention.
Overview
7
7
years of professional experience
Work History
Advocate 4Me Representative (Medicare & Retirement)
UnitedHealthcare
Remote
10.2021 - 05.2025
- Acted as a primary point of contact for assigned Medicare client accounts, ensuring high levels of client satisfaction and retention
- Managed and resolved issues related to medical and prescription claims, benefits, provider searches, and account updates
- Collaborated with cross-functional operational and technical teams to resolve complex client and system issues
- Performed client business assessments by analyzing claims and account data to identify risks, gaps, and resolution strategies
- Managed client escalations using strong conflict management and problem-solving skills
- Documented issues, actions, and resolutions to support Periodic Service Reviews (PSR), audits, and reporting
- Supported deployment of system updates and process changes, ensuring accurate communication and adoption
- Maintained strict compliance with HIPAA, patient safety, regulatory, security, and privacy protocols
- Identified trends and contributed to continuous process improvement initiatives
- Effectively multitasked across multiple systems in a fast-paced, high-volume environment
Software Quality Assurance Analyst
Credit Union of Texas
Allen, USA
04.2018 - 11.2020
- Served as a liaison between clients, business users, and technical teams
- Utilized JIRA to log, track, prioritize, and manage defects, enhancements, and project tasks
- Supported project management, issue tracking, and risk identification activities
- Conducted root cause analysis and collaborated with developers on resolution and recovery plans
- Maintained documentation and communicated system updates to stakeholders
On-the-Job Trainer (Medicare & Retirement)
UnitedHealthcare
- Supported onboarding and required departmental training initiatives
- Monitored performance metrics and training effectiveness reports
- Provided coaching and feedback to improve service quality, compliance, and productivity
- Ensured adherence to operational standards and procedures
Education
Master of Arts - Law
Case Western Reserve University
Cleveland, OHSkills
- Strategic Account Management
- Healthcare IT
- Client Relationship Management
- Project Coordination & Planning
- Risk Identification & Mitigation
- Conflict & Escalation Management
- Client Business Assessment & PSR
- HIPAA, Regulatory & Compliance
- Cross-Functional Collaboration
- Process Improvement & Client Retention
Personal Information
Title: Strategic Account Manager | Healthcare IT | Client Success
Languages
- Hindi
- Telugu
- Urdu
- English
- Hindi
- Telugu
- Urdu
Systems And Tools
- RxClaims
- Medical Claims
- MARx (Medicare)
- Maestro
- Knowledge Central
- GPS
- ICUE
- Nexidia
- Qualtrics
- Genesys
- JIRA
- Microsoft Office (Excel, Word)
- Zoom
- MS Teams
Timeline
Advocate 4Me Representative (Medicare & Retirement)
UnitedHealthcare
10.2021 - 05.2025
Software Quality Assurance Analyst
Credit Union of Texas
04.2018 - 11.2020
On-the-Job Trainer (Medicare & Retirement)
UnitedHealthcare
Master of Arts - Law
Case Western Reserve University