Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Renee A. Smith

Pasadena,MD

Summary

Dynamic professional with a proven track record at United HealthCare/Optum, excelling in high-stakes environments. Expert in Microsoft Excel and adept at enhancing customer experiences, demonstrated through strategic quality audits and impactful coaching. Achieved significant improvements in service standards, showcasing leadership and advanced analytical skills.

Overview

15
15
years of professional experience

Work History

Customer Service Quality/Audit Rep Sr

United HealthCare/Optum
Columbia, MD
01.2019 - Current
  • Enhanced team dynamics positively.
  • Managed planned training and assessment discussions.
  • Developed improvement plans based on evaluative insights to rectify process inefficiencies.
  • Delivered superior service by meeting deadlines and managing multiple demands efficiently.
  • Monitored communications between scheduling coordinators, members, and non-members.
  • Took part in joint discussions with executives.
  • Created comprehensive materials outlining quality assurance principles to support new hire programs.
  • Led instructional programs regarding quality expectations for scheduling coordinators.
  • Utilized Microsoft Excel for timely completion of assigned tasks independently.
  • Oversaw reliability and accuracy of care coordinators during Pre-visit evaluations.
  • Navigated through SharePoint, knowledge base, and Nexidia while utilizing ICBM for call audio.
  • Engage in weekly calibrations to align internal evaluations.
  • Conduct high volume weekly evaluations.
  • Develop enhanced quality protocols for call center operations.
  • Functioned as the main source of expertise for scheduling teams and leadership personnel.
  • Answered questions and resolved concerns for customer support.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Analyzed key performance indicators to identify effective strategies.
  • Escalated unresolved issues to appropriate departments for further investigation.
  • Performed administrative tasks such as filing documents and updating records.

Associate Clinical Administration Coordinator

United HealthCare/Optum
Columbia, MD
08.2016 - 01.2019
  • Enhance member communication by supplying necessary peer reviews.
  • Communicated with supervisors regarding inaccurate entries on member records via email.
  • Tracked and monitored project reports for Ohio Inpatient initiative.
  • Participated in collaborative initiatives with executive-level teams.
  • Facilitated resolutions by efficiently managing calls from practitioners.
  • Streamlined outreach efforts by assisting in member notifications for scheduled HouseCalls visits.
  • Completed assigned tasks in Excel independently for specific projects.
  • Acted as the initial point of contact for arranging annual HouseCalls visits.
  • Navigated complex systems efficiently to deliver seamless and engaged support to Members.
  • Executed significant number of call interactions daily.
  • Maintained strict adherence to sanctioned scripts.
  • Assessed Members’ needs and guided them to suitable resources.
  • Performed data entry tasks via SharePoint to log member interactions.
  • Maintained adherence to regulations outlined in the Health Insurance Portability and Accountability Act.
  • Rescheduled HouseCalls Visits following Practitioners' cancellations.
  • Managed specialty account pilots including AvMed, Concierge, URS, Inpatient, MyCareOhio, Texas MMP, Health Partners Plan and Well Med Texas.

Assistant Manager

Jump Sportswear LLC
Owings Mills, MD
03.2010 - 08.2016
  • Conducted evaluation of marketing data to develop strategies fostering customer expansion.
  • Delegated work to staff, setting priorities and goals.
  • Contributed to recruitment efforts and guided newly hired staff.
  • Compiled reports for store manager from daily transactions.
  • Maintained high-quality customer experiences throughout all engagements.
  • Increased employee performance and overall revenue.
  • Secured successful attainment of set financial objectives.
  • Managed daily opening and closing of establishment.
  • Performed regular banking tasks including making deposits each week.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Education

Some College (No Degree) - Business Administration, Computer Science

Anne Arundel Community College
Arnold, MD

Skills

  • Skilled in Microsoft Word Document Creation
  • Advanced Excel Skills
  • Presentation Software Expertise
  • Scripted User Interactions
  • Desktop User Engagement
  • Data Documentation
  • SharePoint Administration
  • E-HouseCalls System Proficiency
  • Proficient in Nexidia

References

References are available upon request.

Timeline

Customer Service Quality/Audit Rep Sr

United HealthCare/Optum
01.2019 - Current

Associate Clinical Administration Coordinator

United HealthCare/Optum
08.2016 - 01.2019

Assistant Manager

Jump Sportswear LLC
03.2010 - 08.2016

Some College (No Degree) - Business Administration, Computer Science

Anne Arundel Community College

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Renee A. Smith