Stasia Phillips
Allen,TX
Summary
Eager to leverage strengths in a Flight Attendant role dedicated to enhancing passenger service and safety. Dynamic customer-focused service professional with over 10 years of experience assisting diverse populations in fast-paced, high-volume environments. Expertise in problem resolution, conflict management, and ensuring safety and compliance while delivering calm, professional support under pressure. Recognized for exceptional communication skills and adaptability, consistently creating positive customer experiences.
Overview
13
13
years of professional experience
Work History
Provider Service Advocate
AETNA, Inc.
Dallas, TX
10.2025 - Current
- Assist high volume calls of customers while maintaining professionalism in fast paced environments
- Resolve complex concerns calmly and efficiently while providing exceptional service
- Communicate policies, procedures, and benefits clearly to diverse individuals
- Coordinate solutions across departments to ensure customer needs were met
- Handle escalated situations with empathy, accuracy, and sound judgement
- Maintain compliance with confidentiality and service standard
Care Management Non Clinical Team Lead
United Healthcare
Richardson, TX
02.2023 - 02.2025
- Developed and maintain job aids, training materials, and process documentation within team
- Communicated operational updates and readiness activities for our team
- Monitored team productivity, caseloads, and post implementation performance
- Established performance metrics to evaluate team effectiveness, aligning goals with organizational objectives.
- Led clinical team in implementing evidence-based protocols to enhance patient care quality.
Provider Claims Resolution Specialist
Provider Claims Resolution Specialist
10.2019 - 02.2023
- Acted as a liaison between insurance payors, patients, and providers to gather information, resolve disputes, and explain coverage decisions
- Maintained accurate, detailed records in the claims management system and ensure all actions adhere to HIPAA, legal regulations and company policies.
- Participated actively in team meetings and contributed valuable insights towards improving overall team performance in the area of claims resolution.
- Meet daily production and quality metrics for accuracy, efficiency, and volume of claims processed.
- Analyze denied, rejected, or held claims, investigation the root cause of discrepancies in documentation, coding and coverage.
- Resolved complex provider claims issues through detailed analysis and effective communication with stakeholders.
- Led initiatives to streamline claim resolution processes, enhancing operational efficiency across departments.
Customer Care Specialist
Customer Care Specialist
12.2016 - 10.2019
- Maintained high performance in call quality, resolution time, and client satisfaction
- Communicated clearly and professionally to build strong client relationships
- Coordinated with clients and internal teams to ensure timey issue resolution
- Navigated multiple systems to research and resolve complex issues in real time
- Resolved high volume inquiries related to benefits, eligibility, claims and dedicated accounts
- Educated members on healthcare plans and guided selection of providers and services
- Met and exceeded performance metrics for quality, efficiency, and customer satisfaction
Sr. Administrative Assistant
Smart Start
Irving, TX
06.2013 - 12.2016
- Executed management of high call volume, prioritizing service quality and precision in every customer interaction.
- Facilitated appointment scheduling and managed logistics to support team operations.
- Utilized patience and analytical skills to address customer concerns in stressful environments, ensuring a positive experience.
- Ensured accuracy of records while adhering to strict procedures and compliance requirements.
Education
Certificate of Technical Studies -
Mountain View Community College
Dallas, TX 01-2014
DIPLOMA -
Garland High School
Garland05-2004
Skills
- Customer Service Excellence
- Conflict Resolution
- Safety & Compliance Awareness
- Emergency Response Readiness
- Communication Skills
- Passenger Support
- Team Collaboration
- Problem Solving
- Adaptability in Fast-Paced Environments
- Cultural Sensitivity
- Time management
Timeline
Provider Service Advocate
AETNA, Inc.
10.2025 - Current
Care Management Non Clinical Team Lead
United Healthcare
02.2023 - 02.2025
Provider Claims Resolution Specialist
Provider Claims Resolution Specialist
10.2019 - 02.2023
Customer Care Specialist
Customer Care Specialist
12.2016 - 10.2019
Sr. Administrative Assistant
Smart Start
06.2013 - 12.2016
Certificate of Technical Studies -
Mountain View Community College
DIPLOMA -
Garland High School