Summary
Overview
Work History
Education
Skills
Timeline
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RASHEEDA MCKENZIE

Jacksonville,Florida

Summary

Military Veteran with 10 years experience in Healthcare Operations, and an accomplished Supervisor and Trainer. Independently able to navigate projects and meet deliverables using Situation leadership and Team Management skills. Accustomed to outpacing initial targets, presenting to key stakeholders, and providing metrics to senior leadership. Proficient in policy research, regulatory compliance, case management, and Microsoft Suite applications.

Overview

9
9
years of professional experience

Work History

Service Account Manager

United Healthcare
01.2021 - Current
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence to meet 94% Net Promoter Score.
  • Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
  • Researched and applied relevant healthcare laws and regulations to support compliance.
  • Used industry expertise and analytical nature to resolve customer concerns and promote customer satisfaction.

Operations Supervisor

United Health Group, Optum
01.2018 - 05.2020
  • Implemented process improvement program to increase quality controls to improve customer engagement ratings that contributed to client satisfaction goals of 90% and above quarterly.
  • Compiled training materials for new employees and tracked skill development.
  • Managed, coached and developed team of 23+ direct reports in company policies and compliance requirements for job specific duties.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Built highly-efficient team through ongoing coaching and professional development opportunities.
  • Monitored metrics and KPI's and developed actionable insights to improve efficiency and performance to bring employees to meet department goals,
  • Motivated and trained employees to maximize team productivity.

Operational Trainer

United Health Group Learning Services, Optumrx Pharmacy
01.2016 - 02.2018
  • Established measurable metrics to track competencies and strengths of training program.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.
  • Evaluated employees at 30, 60, and 90 days to assess learning progress and motivate positive change.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Trained and mentored 20 to 25 new personnel hired to fulfill various roles.
  • Facilitated virtual, in-person and blended learning sessions.

Customer Service Representative

United Health Group Optumrx Home Delivery Pharmacy
08.2014 - 12.2016
  • Managed escalations from customers and key stakeholders
  • Accessed customer need during initial intake calls providing details guidelines of service.
  • Met customer call guidelines for service levels, handle time and productivity to meet metrics goals of 90% and above.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Cross-trained and provided backup support for organizational leadership
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals

Education

Some College (No Degree) - Organizational Leadership

Southeastern University
Lakeland, FL

Certification of Biblical Studies - Theology

Impact College
Jacksonville, FL
05.2018

Skills

  • Leadership and Management Team Development and Coaching Strategic Planning Regulatory Compliance
  • Operational Efficiency
  • Claim Research
  • Leading Remote Teams Strategic Thinking and Planning
  • Service Delivery
  • KPI Analysis
  • Employee training
  • Performance Evaluations
  • Cross-functional communications
  • Salesforce

Timeline

Service Account Manager

United Healthcare
01.2021 - Current

Operations Supervisor

United Health Group, Optum
01.2018 - 05.2020

Operational Trainer

United Health Group Learning Services, Optumrx Pharmacy
01.2016 - 02.2018

Customer Service Representative

United Health Group Optumrx Home Delivery Pharmacy
08.2014 - 12.2016

Some College (No Degree) - Organizational Leadership

Southeastern University

Certification of Biblical Studies - Theology

Impact College

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RASHEEDA MCKENZIE