TiAndrea Washington
Louisville,Ky
Summary
Dynamic professional with a proven track record in account management and customer satisfaction, honed at Optum. Skilled in client relationship management and strategic planning, I excel in transforming customer challenges into solutions, significantly enhancing client retention. Expert in sales development and networking, my approach has consistently fostered growth and team collaboration.
Overview
15
15
years of professional experience
Work History
Benefit Advisor
Provider Partners
Indiana
11.2025 - Current
- Develop and maintain strategic relationships with skilled nursing facilities, long-term care providers, administrators, social workers, and clinical teams to drive ISNP enrollment growth.
- Educate facility staff, residents, and families on Medicare Advantage ISNP benefits, eligibility requirements, and enrollment processes.
- Conduct facility presentations, one-on-one consultations, and community outreach initiatives to increase awareness and participation.
- Collaborate with interdisciplinary healthcare teams to identify eligible beneficiaries and facilitate seamless enrollment experiences.
- Manage a designated territory, cultivating referral partnerships and implementing growth strategies to exceed enrollment targets.
- Ensure compliance with CMS regulations, Medicare marketing guidelines, and company policies.
- Track sales performance, pipeline activity, and market opportunities through CRM systems and reporting tools.
- Analyze facility census data and enrollment trends to identify opportunities for market expansion and increased member retention.
- Consistently achieve and exceed monthly, quarterly, and annual sales goals while delivering exceptional customer service.
Account Manager
Aria Cares
Evansville, IN
01.2025 - 09.2025
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Senior Service Account Manager
Optum
08.2022 - 12.2024
- Billing Service Specialist supporting Quest Diagnostics clients
- Partnered with Commercial Sales teams to resolve escalated billing issues
- Establishing relationships with clients in assigned territories to provide education, training, resources, and targeted approach to resolving recurring billing process errors
- Special projects as assigned
- Conduct field visits to various provider offices to provide in person training, business reviews, and address any staff process improvements related to Quest billing
- Oversee the onboarding of new accounts, providing start up billing training
Resolution Specialist
Optum Specialty Pharmacy
01.2019 - 08.2022
- Specifically assigned to escalations with the goal of finding satisfactory resolutions tailored to customers' needs
- Assisted patient care coordinators with troubleshooting insurance claims
- Located medications that were lost in delivery process
- Assisted patients by placing overrides with their designated insurance plans to create flexibility for travel, specifically to allow early prescription pick up for timely dosage
- Certified in Principles of Effective Training (P.O.E.T)
- Onboarded, trained, and provided ongoing coaching for new hires
Patient Care Coordinator
Optum Specialty Pharmacy
11.2016 - 01.2019
- Liaison between patient and healthcare system
- Ensure patients receive the care they need, understand medications, medical conditions and other instructions
- Assisted patients in understanding tier and formulary structures for their insurance plan
- Helped patients obtain copay assistance
Sales and Marketing
Aflac
01.2011 - 01.2015
- Licensed in life and health lines
- Business to business sales
- Outside sales
- Telemarketing
- Mortgage protection and life insurance sales
- Agent support
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Licensed Health Insurance Agent
- Customer satisfaction
- Relationship building
- Strategic planning
- Goal oriented
- Sales development
- Networking skills
Timeline
Benefit Advisor
Provider Partners
11.2025 - Current
Account Manager
Aria Cares
01.2025 - 09.2025
Senior Service Account Manager
Optum
08.2022 - 12.2024
Resolution Specialist
Optum Specialty Pharmacy
01.2019 - 08.2022
Patient Care Coordinator
Optum Specialty Pharmacy
11.2016 - 01.2019
Sales and Marketing
Aflac
01.2011 - 01.2015