Toya Hardy-Neal
Amherst,NY
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Advocate4Me Rep Sr, E&I Ops – Consumer Service
United Healthcare, UHG
02.2020 - Current
- Provides premium level service, removing burdens and providing end-to-end resolution for members. This includes, but is not limited to: Clinical, Financial Decision Support, Behavioral Support, Claims inquiries, and more.
- Meet performance goals established in areas of conversation effectiveness, call quality, member satisfaction, first call resolution, efficiency and attendance.
- Performs claims adjustments/dollar payments to providers and members ultimately impacting UHC costs or commercial account costs.
- Conduct regular reviews of survey scores of calls and identified areas for improvement.
Benefit Advocate
United Healthcare, UHG
06.2015 - 02.2020
- Skillfully and patiently explained coverage details to policy holders, answering any questions and addressing concerns.
- Respond to and own consumer inquiries and issues by identifying topic and type of assistance caller needs such as benefits, eligibility, claims, financial spending accounts, correspondence, OptumRx Pharmacy, Optum Behavioral Health and self-service options.
- Engaged customers and provided high level of service by carefully explaining details about their medical plan.
Customer Service Specialist/Supervisor Assistant
Center One, LLC
02.2008 - 10.2014
- Answering inbound calls in heavy volume, activating credit card accounts. Inquiries/billing. Processing payments via debit, credit, checking/savings account.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Exceed expectations on performance reviews.
Education
Associates Degree - Medical Assisting
BRYANT & STRATTON COLLEGE
Buffalo, NY05.2013
College Preparatory Certificate - Math/English
Erie Community College
Buffalo, NY06.1992
High School Diploma -
TURNER CARROLL HS
Buffalo, NY06.1991
Skills
- Professional attitude with strong communication skills
- Verbal communication skills
- Efficient in Microsoft Office, Excel, and Adobe
- Typing speed 40 Wpm
- Teamwork and Collaboration
- Relationship Building
- Multitasking
Timeline
Advocate4Me Rep Sr, E&I Ops – Consumer Service
United Healthcare, UHG
02.2020 - Current
Benefit Advocate
United Healthcare, UHG
06.2015 - 02.2020
Customer Service Specialist/Supervisor Assistant
Center One, LLC
02.2008 - 10.2014
Associates Degree - Medical Assisting
BRYANT & STRATTON COLLEGE
College Preparatory Certificate - Math/English
Erie Community College
High School Diploma -
TURNER CARROLL HS
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