Sokia Towner
Compton,CA
Summary
Experienced professional focused on meeting or exceeding objectives seeking Hospital Assistant position. Offers advanced training and knowledge of industry best practices. Recognized for leadership, planning abilities and clear, direct communication style.
Overview
16
16
years of professional experience
Work History
Concierge Advocate
Scan Health Plan
Long Beach, CA
10.2018 - 06.2022
- Facilitated healthcare benefits operations by educating customers on products, service other benefits
- Identifying customer concerns creating solutions, creating solutions and increasing annual productivity by 60% in FY21
- Curated exceptional customer services by approaching every customer interaction with genuine, positive feedback and professional attitude, yielding average 90% annual positive customer feedback
- Consistently exceeds departmental standards, including, but not limited to quality, productivity, adherence to schedule and attendance
- Responds appropriately and in timely to escalated customers/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims, all other issues following departmental policies and procedures and job aids
- Follows all appropriate Federal, State regulatory requirements and guidelines applicable to SCAN
- Health Plan operations, as documented in company policies and procedures
- Follows all HIPAA requirements.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Kept accurate records of patients' care, condition and progress.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Collaborated with peers and attended meetings to brainstorm new activities for patients and discuss ways to resolve issues.
Customer Service Advocate
OptumRx UnitedHealth Group
Costa Mesa, CA
04.2017 - 10.2018
- High volume; inbound call center, assisting patients with mail service prescription orders, pharmacy benefits, website inquires, prior authorization and overall first call resolution for member
- Achieved 90% VOC/CE score year to date 2017/2018
- Subject Matter Expert: Adherence and Quality, coached advocates with low evaluations, reviews and with successions rate of 100%
- Point of contact for two quality pilots launched in CM – assist on process improvement for NPS and consumer obsession
- Successfully completed and implemented quality guideline update for company Calling customer by first name – with permission; CE/VOC improvement
- Ranked #1 Customer Service Advocate or overall customer satisfaction in State of New Jersey Line of business for 6 consecutive months
- Promoted to Intergalactic advocate: State of New Jersey
- Social responsibility: Habit for Humanity, Second Harvest Food Bank, Hope for Children, Beach Clean-
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Attendant
MGM Resorts International
Las Vegas , Nevada
04.2007 - 10.2017
- Responded to customer requests efficiently and with knowledgeable assistance.
- Adhere to policies and procedures and Health Department regulations
- Responsible for obtaining, reconciling and returning cash bank at beginning and end of shift
- Creating all beverage to Starbucks and customer’s standards
- Shared best practices for sales and customer service with other team members to help improve store's efficiency.
- Determined customer needs by asking relevant questions and listening actively to responses, increasing customer sales daily by 10%.
- Kept facilities clean, neat and organized to give areas professional and fresh appeal.
- Used technical skills to complete beverage orders Aloha beverage system.
Education
High School Diploma -
Cesar Chavez Continuation High School
06.2004
Skills
- Process Improvement
- Motivational interviewing
- Case Management
- Crisis Intervention
- Employee Orientation
- Analysis skills
- Data collection
- Documentation review
- Database management
- Supporting Daily Living Needs
- Clerical experience
- Calendar and Scheduling Software
- Team Meetings
- Observation Documentation
- Emotional and Social Support
Timeline
Concierge Advocate
Scan Health Plan
10.2018 - 06.2022
Customer Service Advocate
OptumRx UnitedHealth Group
04.2017 - 10.2018
Attendant
MGM Resorts International
04.2007 - 10.2017
High School Diploma -
Cesar Chavez Continuation High School
Similar Profiles
Della KempDella Kemp
Project Manager at SCAN Health PlanProject Manager at SCAN Health Plan
Markeeta CondonMarkeeta Condon
SAL Advocate at SCAN Health PlanSAL Advocate at SCAN Health Plan
Jannita Lands-OrmanJannita Lands-Orman
Member Services Supervisor - Concierge at SCAN Health PlanMember Services Supervisor - Concierge at SCAN Health Plan