Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Training
Generic

Yolanda M. Owens

Las Vegas

Summary


Dependable Health Care Advisor serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.

Overview

31
31
years of professional experience
1
1
Certification

Work History

HealthCare Advisor: Family Engagement Center

United HealthCare
07.2024 - Current
  • My role includes servicing of members and families contained in this specialized service and clinical model on an inbound call center team.
  • Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
  • Serve as an ongoing, point of contact for members, primarily via the phone channel (may also will use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
  • Create and build ongoing relationships with others including both members and teammates.
  • Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
  • Plan, prioritize, organize and complete work to meet established objectives for our families.
  • Responsible for managing project time to ensure follow up and outreach work is completed in a timely manner.
  • The process includes outreach calls to initiate contact with members referred to by executives and partners.
  • Motivation to improve processes.
  • Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family and then tailor approaches a variety of unique individuals.
  • The ability to diffuse member distress, manage complex situations and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.


  • Previous Positions held at United Healthcare:
  • Medicare CSM Advocate (Centralized Service Model pilot), 2024-05 to 2024-07
  • Medicare Advocate MAOM (Market Aligned Operating Model), 2022-12 to 2024-05
  • Medicare Advocate National Employer Group, 2022-08 to 2022-12

Developer/CEO

Above Rubies Products
01.2015 - Current
  • Founder and Developer of Natural Hair Care company Above Rubies Products. Each homemade creation holds true to the Above Rubies Products company mission to produce a line of high end, gourmet, and ingredient inspired hair and body products that offer clean living beauty solutions to a sophisticated consumer.
  • Selected Contributions:
  • Providing natural handcrafted hair and body products for all to benefit
  • Developer:
  • Developed natural hair care formulas for shampoos, conditioners, leave in hair conditioners, hair masks and gels.
  • Developed natural body care products, body bars, balms, body butters.

NSC Billing Specialist, Cox Business

Cox Communications
03.2012 - 01.2013
  • Provide over-the-phone account and payment support services, including maintenance, activations, and packaging, schedule field visits and when to escalate calls to your support team.
  • Meet regular sales goals by educating Small and Medium-Sized Business customers about service options and upselling to increase the value of their investment.
  • Assisting Hospitality Customers who need assistance setting up PPV services in their hotel suites.
  • Previous Positions held at Cox Communication: Technical Support Specialist, 2010-08 to 2012-03.
  • Selected Contributions:
  • Certificate of Achievement 2012-12-06 Completion of Building Blocks Track 2 for leadership
  • Certificate of Recognition Silver Achievement Award for Excellent Customer Service 2011
  • Promotion to NSC Billing Specialist, for Commercial Accounts

Member Services Representative

Liberty Dental Plan
11.2009 - 08.2010
  • Providing excellent customer service to all incoming/outgoing callers.
  • Answer and document inquiries related to dental benefits: eligibility, provider information, claims, pre-estimates/pre-authorizations, grievance and appeals, fulfillment requests and other miscellaneous inquiries.
  • Tech Support: Managed office servers and telecom for small Las Vegas office

Credit/Collections Supervisor

Time Warner Cable
02.1997 - 10.2009
  • Promoted to management position to recruit, train, and supervise 23+ Collection specialists. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient collections procedures are followed.
  • Supervised credit collections team, ensuring compliance with company policies and regulatory requirements.
  • Executed the one and done philosophy; to assist customers on a first call resolution collection experience.
  • Credit/Collections Supervisor:
  • Supervise a team of 35 collectors on /Billing/Delinquency accounts.
  • Maintain Think Customer First Philosophy.
  • Monitor Agents on a Weekly basis. Maintain Metrics/Goals for Collection Specialists
  • Communicate with Residential Call Center Personnel
  • Ensure Collection Specialists receive necessary training (Non-Pay Cross Functional to include refresher training).
  • Assist in the success of the Business Solutions goals for the Mid Ohio Division.
  • Administrative duties i.e. timesheets, time of balances, keep track of attendance, administer corrective actions.
  • Review Daily Metrics for the team. Duties as assigned. Regular, consistent attendance
  • Previous positions held at Time Warner Cable:
  • Customer Service Supervisor:
  • Supervise a team of 27 Agents Service/Billing/Repair Tier I, Customer Service Professionals.
  • Monitor Agents on a Weekly basis. Maintain Metrics/Goals for Customer Service Professionals.
  • Coach and develop agents. Receive escalations from CSC (Tier II), Teleworker, and Commercial/MDU Account Executives.
  • Cross train agents. Work closely with the technical operations department, collections department, as well as internal departments.
  • Work to retain business customers, handle contract research to settle escalations.
  • Communicate with Residential Call Center Personnel.
  • Ensure Customer Service Professionals receive necessary training (product knowledge to include refresher training and cross training).
  • Assist in the success of the Business Solutions goals for the Mid Ohio Division. Administrative duties i.e. timesheets, time of balances, keep track of attendance, administer corrective actions. Review Daily Metrics for the team. Duties as assigned. Regular, consistent attendance
  • Maintain Think Customer First Philosophy
  • Customer Care Lead III:
  • Communicate and train new information/products to call center csr's.
  • Work closely with the training department to ensure all training materials and Intraweb are accurate and updated.
  • Provide refresher training for ICOMS/CSG/ACSR billing system to new and senior representatives.
  • Check and tally work order errors. Process adjustments for returned equipment. Work in Customer Lobby when needed. Serve as back up support for Supervisors when needed.

Teller

Bank One Dayton NA
07.1994 - 10.1995
  • Advanced to increasingly responsible positions, culminating in management role as Customer Specialist to oversee other tellers and handle large business transactions.
  • Selected Contributions:
  • Maintained branch goals on new accounts.
  • Was temporarily promoted to Customer Specialist to assist in overseeing cash drawers, cashing out and Brinks.
  • Ordered supplies for the Englewood Branch location.
  • Bank Teller:
  • Open & close savings/checking accounts.
  • Process deposits/withdrawals, check cashing
  • Order banking supplies for branch
  • Balance daily cash drawer.

Education

No Degree - Business Administration And Management

University of Phoenix
Fairborn, OH
06.2007

Computer Information Systems

Sinclair Community College
Dayton, OH
01.2006

No Degree - Computer Information Systems

DeVRY University
Columbus, OH

Skills

  • Collections management expertise
  • Complaint resolution management
  • Customer Care Management
  • Administrative Duties
  • Financial debt reduction techniques
  • Remedy
  • ATG Diagnostic Tool
  • Customer Satisfaction Enhancement
  • Front-End Supervision
  • Collection Improvement
  • Teambuilding & Cross Training
  • PeopleSoft
  • Witness/Viewer
  • Microsoft Office
  • COBOL, Visual Basics
  • Typing 55-65 wpm
  • Avaya IP system
  • ICOMS proficient
  • Avaya CMS Supervisor
  • Kronos Supervisor

Accomplishments

United HealthCare:

Medicare & Retirement: Certified Level 1 Foundation, Certified Level 2 Practitioner, Certified Level 3 Professional


NPS Champion


Compliance Champion


Spring/Summer Roadshow July/2023 acknowledged for performance, compassion, relationship building and going above and beyond for our members.


Time Warner Cable:

Won "ACE Award" (All Can Excel) for providing excellent customer service, training all call center employees on a newly implemented billing system.

Reduced the company’s bad debt by 7 million dollars in one year.

Ensure the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Served on special taskforce charged for Standardizing operations in the Ohio region, including Southwest Ohio, Northeast Ohio, Mid Ohio, and Wisconsin. Contributed to significant improvements to Mid Ohio Collection Strategies, and Customer satisfaction.

Executed the one and done philosophy; to assist customers on a first call resolution collection experience.

Certification

United Healthcare; Medicare & Retirement

  • Certified Medicare & Retirement: Certified Level 1 Foundation, United HealthCare
  • Certified Medicare & Retirement: Certified Level 2 Practitioner, United HealthCare
  • Certified Medicare & Retirement: Certified Level 3 Professional, United HealthCare

Timeline

HealthCare Advisor: Family Engagement Center

United HealthCare
07.2024 - Current

Developer/CEO

Above Rubies Products
01.2015 - Current

NSC Billing Specialist, Cox Business

Cox Communications
03.2012 - 01.2013

Member Services Representative

Liberty Dental Plan
11.2009 - 08.2010

Credit/Collections Supervisor

Time Warner Cable
02.1997 - 10.2009

Teller

Bank One Dayton NA
07.1994 - 10.1995

Computer Information Systems

Sinclair Community College

No Degree - Business Administration And Management

University of Phoenix

No Degree - Computer Information Systems

DeVRY University

Training

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, safety guidelines, customer privacy, loss prevention, time management, leadership, and performance assessment.

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Yolanda M. Owens