Safiya Armstrong
Cypress,TX
Summary
Organized and dependable candidate successful with 10+ years of experience delivering consistent and measurable breakthroughs in business management, client services, and productivity to ensure maximum organizational success with various industries. Recognized for collaborating with cross-functional teams, executing effective business strategies, project management, improving capacity, efficiency, and overall effectiveness. Proven record of implementing solutions and delivering customer requests. Ideally suited for a process-focused role that encourages continuous learning and provides exposure to innovative ideas, people, and places.
Overview
12
12
years of professional experience
Work History
Health Coordinator
Health Care Service Corporation, HCSC
08.2022 - Current
- Prepare and submit related reports, documents, updates, and maintain computerized tracking/monitoring systems to oversee all administrative operations.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Research, analyze, and process outpatient referrals and ambulatory surgical center (ASC) requests under the criteria applied to utilization management, increasing productivity by 25%.
- Collaborate with cross-functional teams and healthcare providers to promote quality member outcomes, optimize member benefit, and promote effective use of resources.
Medical Coordination Specialist
Remote Medical International
02.2021 - 05.2022
- Created and managed project plans, timelines and budgets.
- Devised and implemented processes and procedures to streamline operations.
- Organized medical care and evacuations working with medical facilities globally and supporting database for medical and environmental events for client security and medical provisions.
- Collected, arranged, and input information into electronic health records.
Technical Client Support Specialist
Voestalpine Bohler Welding USA Technology, LLC
02.2020 - 02.2021
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Conducted case management activities and services with multidisciplinary team.
- Negotiated with vendors securing product costs at an average of 15% below budget while protecting margins against tariffs.
- Managed project of implementing an international training manual for the Technical Support team that resulted in both policies and protocols succeeding 100% targeting key consumers and increased productivity by 35%.
National Support Client Manager
Vroom
01.2018 - 01.2019
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Developed new employees and on-going performance assessment of current employees.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Senior Client Service Manager
Frontier Utilities
08.2015 - 12.2017
- Reported to Senior Director of Client Operations for retail energy provider in call center. Performed administrative functions for the department, including escalating calls, tracing departmental expenses, and preparing invoice payments to improve client satisfaction.
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
- Generated reports and submitted credits to customers' accounts, documented all changes made to accounts for auditing purposes working with the Accounting Management department.
- Conducted detailed client feedback analysis with both current and former clients discussing overall customer satisfaction, increased brand awareness, which influenced product development, resulting in a 30% decrease in customer complaints.
Health Benefits Supervisor
AON Hewitt
10.2012 - 08.2014
- Operated day-to-day processing paperwork, enrolled clients in health benefits packages, and assisted with other activities on a needed basis.
- Tracked performance metrics and key performance indicators (KPIs) on customer service agents and administered performance improvement plans and coached customer service agents to improve performance and increase customer satisfaction.
- Implemented benefits communications to inform and counsel employees on programs relevant to them.
- Reported to management to discuss team goals and individual performance within the department.
Education
Master of Science - Health Care Administration
LeTourneau University
Longview, TX12.2020
Bachelor of Science - Interdisciplinary Studies
University of Houston - Downtown
Houston, TX08.2016
Skills
- Analytical Skills
- Multidisciplinary team collaboration
- Utilization Management
- Teamwork and Collaboration
Timeline
Health Coordinator
Health Care Service Corporation, HCSC
08.2022 - Current
Medical Coordination Specialist
Remote Medical International
02.2021 - 05.2022
Technical Client Support Specialist
Voestalpine Bohler Welding USA Technology, LLC
02.2020 - 02.2021
National Support Client Manager
Vroom
01.2018 - 01.2019
Senior Client Service Manager
Frontier Utilities
08.2015 - 12.2017
Health Benefits Supervisor
AON Hewitt
10.2012 - 08.2014
Master of Science - Health Care Administration
LeTourneau University
Bachelor of Science - Interdisciplinary Studies
University of Houston - Downtown
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