Safiya Armstrong
Cypress,TX
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals within the healthcare industry for clients. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
Health Clinical Analyst
Health Care Service Corporation (Blue Cross Blue Shield of Texas)
2022.08 - Current
- Prepare and submit related reports, documents, updates, and maintain computerized tracking/monitoring systems to oversee all administrative operations.
- 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.
- Identify issues within healthcare data and devise solutions to reduce interdepartmental conflicts and build trust among healthcare teams.
Medical Coordination Analyst
Remote Medical International
2021.02 - 2022.05
- Triaged and coordinated telemedicine calls for patients on the job site and offshore medical emergencies.
- Organized medical care and evacuations based on high priority, working with medical facilities globally and supporting the database for global medical, political, and environmental events for client security and medical provisions.
- Prepare information for clients, build reports, data visualization and self service solutions for internal and external stakeholders.
- Provided project leadership on developing a new medical emergency response plan (MERP) for top clients with the aim of delivering satisfactory project results.
- Received recognition of customer satisfaction scoring 93% in 2022.
Client Relations Specialist
Voestalpine Bohler Welding USA Technology, LLC
2020.02 - 2021.02
- Collaborated with internal partners to deliver timely and accurate information in response to inquiries and service issues.
- Scheduled monthly meetings with clients, answered inquiries and ensured monthly and quarterly reports accuracy.
- Performed data entry functions for domestic and international orders, consulting with oil and gas clients and partnered logistical companies utilizing SAP.
- Managed clients and resolved issues obtaining client retention by 95% success rate.
National Support Manager
Vroom (Texas Direct Auto)
2018.01 - 2019.01
- Oversaw day-to-day operations in a call center, employee coaching, and development of cross-functional teams to drive high-quality client relations and provide excellent service via multi-communication.
- Managed 15 customer service agents answering 50-70 inbound calls in a high-volume call center, responding to emails and chats utilizing Zendesk on time, resolving client issues, and providing top-notch customer service.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
Senior Client Team Lead
Frontier Utilities
2015.08 - 2017.12
- 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.
- Trained new hires and summer interns on the company's database and products, analyzed customer service metrics and increased client satisfaction by 45%.
Health Benefits Specialist Supervisor
AON Hewitt
2012.10 - 2014.08
- Operated day-to-day processing paperwork, enrolled clients in health benefits packages, and assisted with other activities on a needed basis.
- Trained new hires on software (Lotus Notes) and provided constructive feedback, documented performance goals, and held meetings to discuss new processes for the team.
- Tracked performance metrics and key performance indicators (KPIs) on agents and administered performance improvement plans ensuring targets are met increasing revenue by 70%.
- Coached customer service agents to improve performance and increase customer satisfaction
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 Problem Solving
- Advanced Communication Skills
- Clinical Research
- Project Management
- Team Leadership & Development
- Healthcare Data Analysis
- Healthcare Systems Knowledge
- Salesforce
- SharePoint
- ACE Software
- Microsoft Office Suite
- SAP
Timeline
Health Clinical Analyst
Health Care Service Corporation (Blue Cross Blue Shield of Texas)
2022.08 - Current
Medical Coordination Analyst
Remote Medical International
2021.02 - 2022.05
Client Relations Specialist
Voestalpine Bohler Welding USA Technology, LLC
2020.02 - 2021.02
National Support Manager
Vroom (Texas Direct Auto)
2018.01 - 2019.01
Senior Client Team Lead
Frontier Utilities
2015.08 - 2017.12
Health Benefits Specialist Supervisor
AON Hewitt
2012.10 - 2014.08
Master of Science - Health Care Administration
LeTourneau University
Bachelor of Science - Interdisciplinary Studies
University of Houston-Downtown
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