Summary
Overview
Work History
Education
Skills
Profile
Timeline
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Schjuana N. Walker

Iowa Colony,TX

Summary

Highly experienced healthcare professional with expertise in long-term service coordination, team leadership, and process optimization. Demonstrated success in driving efficiency, improving member care outcomes, and leading high-performing teams. Skilled at navigating complex healthcare environments and delivering tailored service solutions to meet member needs. Proficient in healthcare technology systems and committed to ongoing professional development.

Overview

22
22
years of professional experience

Work History

STAR Kids LTSS Service Coordinator

Anthem Inc.
01.2016 - Current
  • Managed individualized service plans for over 100 members, achieving a 95% member satisfaction rate by ensuring effective care delivery.
  • Collaborated with healthcare providers to optimize long-term services, reducing unnecessary hospitalizations by 15%.
  • Trained and mentored new staff, increasing team productivity by 20%.
  • Spearheaded process improvement initiatives, resulting in a 10% reduction in coordination time.

Team Lead

Amerigroup Corp. Anthem
01.2015 - 01.2016
  • Led a team of 14 case specialists, ensuring compliance with production standards and improving process efficiency by 25%.
  • Coordinated inter-departmental efforts to support service coordinators, boosting workflow efficiency by 30%.
  • Developed training programs for new staff, reducing onboarding time by 50%.

Outreach Care Specialist

Amerigroup Corp. (Anthem)
01.2014 - 01.2015
  • Coordinated follow-up care and improved treatment adherence by 18%, helping members overcome barriers to healthcare access.
  • Identified, opportunities for process improvement, contributing to the achievement of quality goals.
  • Managed a caseload of diverse clients while adhering to strict confidentiality standards and HIPAA regulations.

Sr. Claims Analyst

Amerigroup Corp. (WellPoint)
01.2011 - 01.2014
  • Resolved complex claims issues with 98% accuracy rate, ensuring timely claims adjudication.
  • Worked closely with management to address and resolve system problems, enhancing claims processing efficiency.
  • Identified opportunities for cost savings through careful review of vendor contracts and invoice discrepancies related to claims services engagements.

Communication Specialist

Comcast
01.2010 - 01.2011
  • Delivered exceptional customer service, resolving inquiries with a 90% satisfaction rate and reducing escalations by 25%.
  • Promoted services and retention programs, increasing customer retention by 12%.
  • Conducted communications audits to identify areas of improvement and develop targeted action plans.

Customer Service

Coventry Healthcare
01.2009 - 01.2010
  • Handled customer inquiries and claims resolution, maintaining a 95% first-call resolution rate.
  • Improved system navigation and problem-solving processes, contributing to higher customer satisfaction.
  • Maintained detailed records of client interactions, ensuring accurate documentation for future reference.

Team Lead

DHL Express
01.2003 - 01.2009
  • Managed direct reports, monitored performance, resolved escalated complaints, and trained new employees.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Led a team of 16 employees, enhancing performance metrics and team efficiency by 20%.
  • Conducted quality assessments and training, resulting in a 15% improvement in service quality.

Education

B.A. in Healthcare Administration -

Strayer University
05.2026

Skills

  • Healthcare Service Coordination & Management
  • Team Leadership & Mentorship
  • Process Improvement & Workflow Optimization
  • Regulatory Compliance (Medicaid, LTSS)
  • Cross-functional Team Collaboration
  • Customer Service & Claims Management
  • Microsoft Word, Excel, Outlook, SharePoint, Facets, Care Compass

Profile

Results-driven leader who leads by example, Effective written and verbal communicator, Process, detailed oriented individual, Proficient in Microsoft Word, Excel, Outlook, SharePoint, Facets, Care Compass, HIP

Timeline

STAR Kids LTSS Service Coordinator

Anthem Inc.
01.2016 - Current

Team Lead

Amerigroup Corp. Anthem
01.2015 - 01.2016

Outreach Care Specialist

Amerigroup Corp. (Anthem)
01.2014 - 01.2015

Sr. Claims Analyst

Amerigroup Corp. (WellPoint)
01.2011 - 01.2014

Communication Specialist

Comcast
01.2010 - 01.2011

Customer Service

Coventry Healthcare
01.2009 - 01.2010

Team Lead

DHL Express
01.2003 - 01.2009

B.A. in Healthcare Administration -

Strayer University

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Schjuana N. Walker