Dedicated and experienced Service Account Manager with a strong background in healthcare, equipped with A.S. degrees in Medical Office Administration, Insurance Billing and Coding Specialist, and Business Management. Proficient in healthcare regulations, escalation resolution, and team collaboration. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Seeking to leverage administrative, management, and customer service skills to contribute to the success of a healthcare organization.
Hi, I’m
Sonya Bible
Afton,TN
Summary
Overview
9
years of professional experience
Work History
UnitedHealthcare
Service Account Manager
05.2022 - Current
Job overview
- Collaborated directly with Health Plan executives to assess plan performance and implement necessary changes.
- Managed Complaints to Medicare (CTMs) and State complaints from Health Plan executives, ensuring timely resolution.
- Conducted call audits of advocates, preparing for call calibration sessions with Health Plan executives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
UnitedHealthcare
Customer Service Rep Lead
08.2020 - 05.2022
Job overview
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained member advocates to meet performance and service goals.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored advocates/navigators to deliver polite, professional customer interactions.
- Handled various back-office projects, including voicemail management, escalated issue resolution, and member callbacks.
- Assisted in validating compliance forms and contributed to the improvement of Standard Operating Procedures (SOPs).
- Designed and developed training materials and job aids for health plans.
UnitedHealthcare
Senior Member Advocate
03.2017 - 08.2020
Job overview
- Worked effectively with staff from all departments to coordinate resolutions.
- Responded to member concerns and questions with compassionate and knowledgeable service.
- Assisted members in navigating complex healthcare systems and procedures to reduce emotional strain.
- Demonstrated empathy and effective communication while addressing healthcare challenges faced by members with Medicare and Medicaid.
- Prioritized prompt issue resolution with a deep understanding of member needs.
UnitedHealthcare
Member Advocate
02.2016 - 03.2017
Job overview
- Listened attentively to Medicaid members, providing effective issue resolution and support.
- Assisted members in navigating complex healthcare systems and procedures to reduce emotional strain.
- Assisted members in understanding individual rights and responsibilities in regards to care, coverage, and payment.
Partnership Property Management
Site Manager
07.2014 - 01.2016
Job overview
- Assisted tenants and applicants in obtaining rental assistance while maintaining compliance checks on rental assistance forms.
- Oversaw daily operations, planned tenant gatherings, and maintained high tenancy retention.
- Maintained records and logs of work performed and materials and equipment used.
Education
Herzing University
Associate of Science from Business Management
University Overview
Herzing University
Associate of Science from Insurance Billing and
University Overview
Herzing University
Associate of Science from Medical Office Administration
University Overview
Skills
- Medicare Dual SNP/Medicaid
- HIPAA
- Account Management
- Analytical Skills
- Effective Communication
- Documentation
- Medical Insurance/Terminology
- Problem Solving
- Escalation Resolution
- Training Material Creation
- Healthcare/Medicare Compliance
- Microsoft Office Proficiency
Timeline
Service Account Manager
UnitedHealthcare
05.2022 - Current
Customer Service Rep Lead
UnitedHealthcare
08.2020 - 05.2022
Senior Member Advocate
UnitedHealthcare
03.2017 - 08.2020
Member Advocate
UnitedHealthcare
02.2016 - 03.2017
Site Manager
Partnership Property Management
07.2014 - 01.2016
Herzing University
Associate of Science from Business Management
Herzing University
Associate of Science from Insurance Billing and
Herzing University
Associate of Science from Medical Office Administration
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