OLUBANKE KEHINDE
Greensboro,NC
Summary
Medical office professional with over five (10) years of healthcare management/supervision experience. Committed leader with 16 years of healthcare work experience (i.e. both clinical and administrative). Knowledgeable of the following standards: HIPAA, FMLA, and OSHA (acquired on-the-job and from higher ed. training). Well-versed in selecting candidates, on-boarding new team members, and developing training models in healthcare Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Always eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Customer Service Coach
Unitedhealth group
08.2023 - Current
- Cross-trained and provided back-up for customer service managers
- Educated customers and providers on benefits, eligibility, and claims
- Assisted customers navigate through the member and provider portals to access benefit information
- Consulted with providers on members behalf to help resolve billing disputes and/or claim inquires
- Managed approximately 40-50 incoming calls per day
- Lead team members to achieve monthly goals and trained new hires on operating procedures and company policies
- Assist with Up Training classes as a coach
- Update PMC and weekly attendance
- Evaluated individual performance metrics, identifying areas for growth and providing tailored solutions.
Vision Claims/ Order Intake
Unitedhealth group
07.2023 - Current
- Experience in Microsoft Excel
- Analyze and identify the root cause of simple to moderately complex claims processing problems
- Answered customer questions regarding deductibles.
- Pinpoint and escalate issues as needed
- Researched claims information to deliver solutions and resolve problems.
- Ensures the proper benefits are applied to claims
- Benefit Restoration
- Excellent customer service
Benefits and Eligibility Specialist
Unitedhealth group
11.2020 - Current
- Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
- Contact care providers on behalf of the customers to assist with appointment scheduling or connections with internal specialist for assistance
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, and claims, financial spending accounts and correspondence
- Assist with member claim to reprocess and solving customer problems
Supervisor in Charge/Medication Tech/CNA 1 & 2
Brookdale Senior Living
09.2011 - 11.2020
- Conducted Annual Performance evaluations and tracked disciplinary actions taken against team members
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Educated staff on organizational mission and goals to help employees achieve success.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
Vault, Quality Controller, & Verifier
Cardinal Health Pharmaceutical Distribution
08.2004 - 08.2011
- Verified DEA narcotic order forms
- Processed orders and packaged merchandise
- Picked control and narcotic orders for customers
- Process up to 100 orders per day
- Inspected items and compared against standards to meet regulatory requirements.
- Obtained updated contact information from all subjects and verified data for accuracy.
Education
MBA - Healthcare Administration
South University
High Point, NCBachelor of Arts - Psychology
North Carolina A&T State University
Greensboro, NCAssociate of Arts - Psychology
Guilford Technical Community College
Jamestown, NCSkills
- Office Management
- Root cause analysis (RCA)
- Training & Business Development
- Effective Communication
- Documentation/Reporting
- Tesia, Genesys & Facet
- Attention to Detail
- Data Analysis
- Team-Oriented and Team Leadership
- Computer Software Proficiency
- CSM System
- End to end complain handling
- Coaching and Development
- Call center experience
- Complaint Handling
- Problem-Solving
Certification
- Professional Scrum Master I (PSM I), Scrum.org
- Notary Public
- Lean Six Sigma
Timeline
Senior Customer Service Coach
Unitedhealth group
08.2023 - Current
Vision Claims/ Order Intake
Unitedhealth group
07.2023 - Current
Benefits and Eligibility Specialist
Unitedhealth group
11.2020 - Current
Supervisor in Charge/Medication Tech/CNA 1 & 2
Brookdale Senior Living
09.2011 - 11.2020
Vault, Quality Controller, & Verifier
Cardinal Health Pharmaceutical Distribution
08.2004 - 08.2011
MBA - Healthcare Administration
South University
Bachelor of Arts - Psychology
North Carolina A&T State University
Associate of Arts - Psychology
Guilford Technical Community College
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