Yolanda Hawthorne
Saint Louis,United States
Summary
Customer service professional with over 25 years of experience in diverse industries.
Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.
Overview
8
8
years of professional experience
Work History
Advocate4Me Rep Sr./Navigator Govt Consumer
UnitedHealthcare Group
08.2020 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Explain medical, dental and drug claims. submit claims for review and take premium payments.
- Review medical, dental and drug plans and benefits for members or members family.
- Schedule doctors appointments, transportation, and request referrals.
- Verify medicaid status.
- Verify prior authorizations.
- UMR
Associate Clinical Administrative Coordinator
Optum (UnitedHealthCare)
07.2019 - 08.2020
- Supported clinical staff by coordinating schedules, handling appointment confirmations, and updating patient records as needed.
- Handle inbound and outbound calls from members, nurses and doctors.
- Coordinated schedules with patients and facility calendar.
- Schedule in-home visits for members with Licensed Medical Staff.
Call Center Representative
Barnes-Jewish Hospital, Washington University
11.2016 - 05.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
No Degree - Health Care Management
University of Phoenix
Tempe, AZ12-2026
High School Diploma -
Hazelwood East High School
St Louis, MO06-1991
Skills
- Customer support
- Customer relations
- Data entry proficiency
- Goal-oriented mindset
- Time management
- Problem-solving
- Analytical thinking
- Organizational skills
- Excellent communication
- Quality assurance
- Self motivation
- Operational efficiency
Computer Skills: Microsoft Excel, CRM, Faucets, Genesys, Maestro, CMS, ,Macro, Hawkeye Scheduler Microsoft Word, Micro Outlook, and Vivify Health App
Timeline
Advocate4Me Rep Sr./Navigator Govt Consumer
UnitedHealthcare Group
08.2020 - Current
Associate Clinical Administrative Coordinator
Optum (UnitedHealthCare)
07.2019 - 08.2020
Call Center Representative
Barnes-Jewish Hospital, Washington University
11.2016 - 05.2019
No Degree - Health Care Management
University of Phoenix
High School Diploma -
Hazelwood East High School
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