Yaa (Ashanti) Jackson-Williams
Bronx,NY
Summary
Resourceful Health Advisor (HA) in a remote call center environment who thrives on educating, empowering and encouraging our customers. Excels in managing high-volume calls and delivering effective solutions. Known for strong teamwork, adaptability, and handling challenging customer interactions while maintaining a positive attitude.
Overview
22
22
years of professional experience
Work History
Empire Plan Health Advisor (HA)
UnitedHealthcare
10.2022 - Current
- Provide general information about the New York State Health Insurance Plan's (NYSHIP) medical benefits to members and providers.
- Route calls related to provider billing and collections letters to our Triage Department for intervention.
- Initiate outbound calls to various benefits managers on behalf of our members to address prior authorizations, claims and billing matters.
- Assist Resolutions Specialists with analyzing and settling complex claims issues.
- Answer provider inquires regarding members' eligibility, claims, payments and appeals status.
- Advise customers of next steps related to adverse decisions for claims, appeals and prior authorization denials.
- Offer members self-service options by promoting the myuhc.com portal and the Empire Plan online provider directory.
- Routinely access our Customer Care SOPs (Standard Operating Procedures) to deliver First Call Resolution (FCR) and efficient customer service.
- Occasionally consult with SMEs (Subject Matter Experts) during calls for clarification on medical policies.
- Enter documentation via type written notes based on based on certain call interactions for record keeping purposes.
Patient Transporter
New York Presbyterian Weill Cornell Medical Center
09.2015 - 10.2021
- Courteously transported patients to various areas while supporting nurses with transferring them onto stretchers and beds.
- Warmly greeted and responded to inquiries from patients, families and visitors.
- Ensured wheelchairs and stretchers operated efficiently and inspected for any damage or malfunctions.
- Retrieved and delivered specimens and other supplies to the laboratory technologists.
- Utilized TeleTracking computer system to assign transport jobs to staff .
Previously Held Positions
Various Employers
04.2003 - 10.2014
- Human Resources Coordinator (ABC Carpet & Home): 11/2013-10/2014
- Coordinator, Retail Operations and Consumer Marketing (NBC Universal) Temporary Position: 1/2013-7/2013
- Licensing Intake Coordinator/Accounts Receivables and Billing Analyst (The Harry Fox Agency, HFA): 11/2004-12/2011
- Business Affairs Assistant (Boosey & Hawkes, Inc.): 4/2003-4/2004
Education
Certificate - Professional Human Resources Management
Pace University
New York, NY01-2014
Skills
- Excellent written and verbal interpersonal communication
- Active listening and analytical
- Problem solving and troubleshooting
- Customer service and support
- Proofreading and editing
- Documentation and reporting
- Time management
- Microsoft Office Suite
Timeline
Empire Plan Health Advisor (HA)
UnitedHealthcare
10.2022 - Current
Patient Transporter
New York Presbyterian Weill Cornell Medical Center
09.2015 - 10.2021
Previously Held Positions
Various Employers
04.2003 - 10.2014
Certificate - Professional Human Resources Management
Pace University
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