Taylor Mudd
Summary
Passionate about optimizing resources, analyzing processes, and driving improvements. Dedicated to ensuring a smooth, consistent, and supported member experience. Currently serving as a Value Advocate for OptumGuide, where I assist clinical and non-clinical teams in creating impactful resources, reporting methods, and outreach campaigns. My work spans clinical campaign support, public health initiatives, and complex case resolution, always with a member-first mindset. I also contribute to high-value projects, such as estimating savings of up to $9 million for an employer group by ensuring members receive the right program information and resources. With a strong analytical approach, I leverage insights to implement effective solutions that enhance satisfaction and deliver measurable results.
Overview
2026
2026
years of professional experience
Work History
Value Advocate
OptumGuide, Optum
2024 - Current
- Ensured positive member experiences by streamlining communication, resource access, and case resolution across clinical and non-clinical teams.
- Led a value project estimating $9 million in potential savings for an employer group by connecting high-need members with the right programs and resources.
- Collaborated with research advisors on outreach to members with complex cases (e.g., claims, coordination of benefits, coverage questions, cost estimates, and prescriptions).
- Supported non-clinical initiatives such as a measles outbreak prevention campaign in Texas, improving member safety and awareness.
- Assisted nurses in developing resources and reporting methods for clinical campaigns, enhancing efficiency and accuracy.
Resource Optimization Specialist
United Healthcare, UHC
- Analyzed issues with the initial launch of the Sparq mobile app, developed a strategic plan to increase usage, and identified the most beneficial resources for end users.
- Created a project plan to standardize scheduling guides and update SOPs (nearly 800 documents) resulting in complete libraries for Workforce’s new SharePoint page.
- Launched an agent-facing Viva Engage page to enhance workforce communication and resources, improving campaign structure, setup, and tracking.
- Ensured a positive user experience by: Enhancing app usability and accessibility, leading to increased user engagement.
- Guaranteeing that workforce processes are efficient and accurate, leading to better service Streamlining communication and resource access for agents, enabling them to better serve members.
- Directly contributing to a more positive member experience through improved resource allocation and communication.
Operational Analyst
United Healthcare, UHC
- Participated in integration testing for the LivePerson chat system and the chat bot within our UHC website, addressing potential setbacks and creating Excel Testing Sheets for new systems to support digital campaign optimization.
- Supported pre-AEP 2023 releases and assisted with intakes, access requests, and onboarding across the M&R department.
- Ensured a positive member experience by identifying and mitigating potential issues before system launches.
- Guaranteed smooth onboarding and access processes, reducing wait times and improving service quality.
- Ensured reliable and efficient digital interactions.
DTC Digital Specialist
United Healthcare, UHC
- Conducted an Open Opportunity SMRT Reporting Analysis, identifying trends and providing coaching insights to improve agent processes.
- Analyzed reporting practices across multiple teams, proposing more effective methods by updating SOPs, job aids, and training materials.
- Explored various reporting resources and created a presentation on Genesys Cloud reporting dashboards for potential future implementation.
- Enhanced member experience by improving agent performance through targeted coaching and process improvements.
- Ensured that agents had accurate and up-to-date resources to assist members effectively.
- Proposed tools that would enhance agent efficiency and service quality.
- Enabled better decision-making and more efficient service delivery.
Senior Portfolio Agent
United Healthcare, UHC
- Specialized in assisting Medicare members with eligibility, enrollment, and records utilizing the Salesforce MIRA system.
- Conducted thorough reviews of prescriptions to ensure formulary inclusion and verified that physicians were in-network to prevent unexpected costs for members.
- Possessed extensive knowledge of the products we sell and direct insight from the members we serve, based on daily interactions and phone conversations.
- Required extensive knowledge of HIPAA policies and procedures to ensure our members' information is protected while maintaining robust cybersecurity measures.
- Collaborated with team and leaders to create presentations on system practices aimed at increasing efficiency in sales processes.
- Ensured a positive member experience by providing clear and accurate assistance with eligibility and enrollment processes.
- Leveraged product knowledge and member insights to address concerns and provide tailored solutions.
- Streamlining sales processes, leading to quicker and more efficient service delivery.
- Increasing enrollment efficiency and ensuring members received timely support.
New Business Coordinator
Jack Schroeder & Associates
- Corrected errors in thousands of Medicare enrollment applications and maintained proactive communication with insurance carriers, agents, and clients.
- Success Highlight: Reduced application error rate by 25%, ensuring smoother enrollment processes and improved client satisfaction.
Customer Service/Claims
ALORICA
- Managed claims for American Express travel insurance, ensuring timely processing and fostering strong consumer relations.
- Success Highlight: Improved claim processing time by 20%, enhancing customer satisfaction and loyalty.
Education
Associate's Degree - Arts and Sciences
University of Wisconsin - Green Bay
Skills
- Process Mapping & Optimization
- Stakeholder Communication
- Client Relationship Management
- Project Management
- Data Analysis & Reporting
- Problem Solving & Root Cause Analysis
- CRM & Task Management Tools
- Presentation & Facilitation Skills
- Change Readiness & Adaptability
- Customer-Centric Mindset
Timeline
New Business Coordinator
Jack Schroeder & Associates
Customer Service/Claims
ALORICA
Value Advocate
OptumGuide, Optum
2024 - Current
Resource Optimization Specialist
United Healthcare, UHC
Operational Analyst
United Healthcare, UHC
DTC Digital Specialist
United Healthcare, UHC
Senior Portfolio Agent
United Healthcare, UHC
Associate's Degree - Arts and Sciences
University of Wisconsin - Green Bay
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