Naunna V. Owens
Houston
Summary
Self-motivated and dependable employee, Strong customer service skills, built loyal clients through friendly interactions and consistent appreciation. Ability to lead, train and maintain under pressure. Effective communication skills, data entry skills, and both oral and written. Familiar working in Microsoft Word, Excel, Power Point, and Word Perfect. Exceptional organizational skills excels at planning and completing the tasks assigned.
Overview
13
13
years of professional experience
Work History
Intake Specialist
Cigna
06.2023 - Current
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Developed and implemented strategies to enhance quality of social services.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Completed intake assessment forms and filed clients' charts.
- Enhanced office productivity by handling high volume of callers per day.
- Improved patient satisfaction by streamlining authorization processes and ensuring timely responses to inquiries.
- Reviewed patient charts to better understand health histories, diagnoses, and treatments.
- Supported the implementation of electronic health record systems, simplifying the coding process.
- Used classification manuals to gain additional knowledge of disease and diagnoses processes.
- Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Claims Representative
United Healthcare
01.2018 - 06.2023
- Navigate through multiple computer systems
- Ability to work with customer to resolve inquiries
- Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals
- Maintain a high level of world class customer service/professionalism to a wide range of customers
- Recommend products that best suit the customer
- Ability to read and interpret documents
- Answering 60-75 calls a day
- Claims call providing payment status
- Ability to communicate, verbally and written
DISPATCH
Allied Universal
01.2016 - 01.2018
- Answering MULTIPLE phones
- Monitoring multiple cameras
- Wide variety of data entries for customers, clients, and delivery drivers coming in and out of the plant
- Shipping and Receiving packages throughout the plant on and off vessels
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Reduced response times by streamlining communication protocols between officers and central command.
- Improved overall safety by conducting thorough evaluations of on-site security procedures.
- Maintained accurate logs of incidents and dispatched officers, ensuring proper documentation for future reference.
DISPATCH
Andy Frain Services
01.2014 - 01.2016
- Answer phone calls, make and cancel reservations
- Transport vehicles to the mechanic shop and other locations
- Reported vehicle inspections daily
- Trained new dispatch agents to ensure adherence to company protocols and standard operating procedures.
- Improved emergency response time by streamlining communication protocols with dispatch and other first responders.
- Assisted in the development of cost-saving initiatives through continuous improvement efforts, reducing waste generation and energy consumption.
Texas Home Health
01.2013 - 01.2014
- Provide personal care for patients by changing bed linens, washing and organizing laundry, and assisting with other personal items
- Provide families with support and instruction on healthy meals, living independently and adapting and dealing with an illness or disability
- Monitor vitals and document any behavioral changes or new symptoms
Dispatch
G4S Security
01.2012 - 01.2013
- Checked badges and vehicles at a checkpoint before entering the facility
- Made badges for workers, logged in all visitors, held safety meetings every Wednesday for employees
- Supervised six officers overnight
- Make sure that everything was running smooth and issued disciplinary actions if needed
- Input document into the system
- Answered multiple lines /monitored multiple cameras
Admin-assistant
HISD
01.2012 - 12.2012
- Greeted customers
- Prepared food for the students in the school district
- High school and elementary children
- Provided all inventory and paperwork for onsite supervisor
- Scheduled meals on menu
- Input data plans into system
Education
High School Diploma - General Studies
Jack Yates High
08.2011
Skills
- Apple
- Macintosh
- Data entry
- Intake assessment
- Critical thinking skills
- Assertiveness
- HIPAA compliance
- ICD-10 proficiency
- Insurance verification
- CPT coding
- Customer service
- Active listening
Personal Information
Typing Speed: 40 wpm
Timeline
Intake Specialist
Cigna
06.2023 - Current
Claims Representative
United Healthcare
01.2018 - 06.2023
DISPATCH
Allied Universal
01.2016 - 01.2018
DISPATCH
Andy Frain Services
01.2014 - 01.2016
Texas Home Health
01.2013 - 01.2014
Dispatch
G4S Security
01.2012 - 01.2013
Admin-assistant
HISD
01.2012 - 12.2012
High School Diploma - General Studies
Jack Yates High
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