Yovonka Wilson
Daphne,AL
Summary
Healthcare Service Advocate seeking practical experience in medical coding and claims processing. Highly organized and detail-oriented, with the ability to work effectively both independently and in team-based environments. Committed to patient advocacy and delivering accurate, high-quality service.
Overview
10
10
years of professional experience
Work History
Medical Claims Analyst
Aetna
03.2026 - Current
- Executes both routine and non-routine business support tasks for the Medical Claims area under limited supervision, referring deviations from standard practices to managers.
- Follows area protocols, standards, and policies to provide effective and timely support.
- Reviews provider billing practices to identify trends and cost savings opportunities.
- Conducts training programs related to claim billing appropriateness and health plan guidelines for claim processors.
- Tests automated code review programs.
- Takes direction to execute techniques, processes, and responsibilities.
Breakfast Hostess
Homewood Suite By Hilton Hotels
06.2021 - 05.2026
- Setting up and maintaining the breakfast bar in an attractive abundant looking, organized, clean and standardized presentation
- Taking inventory of food, beverages and supplies needed for each day
- Preparing foods such as fresh fruit, coffee and juices
- Setting up serving dishes/trays, utensils, cups and other product
- Clearing and cleaning tables as they are vacated
- Restocking self-service food and supplies as needed
- Washing serving equipment and returning it to storage
- Vacuums & sweeps carpets & floors
- Providing excellent guest service.
Service Advocate
Aetna
06.2024 - 02.2026
- Takes immediate action when confronted with a problem or made aware of a situation.
- Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.
- Identifies member needs beyond the initial inquiry by answering the unasked questions.
- Resolves issues without or with limited management intervention.
- Provides education to members to support them in managing their health.
- Responds quickly to meet customer needs and resolve problems while avoiding over-committing.
- Other activities may include providing claim status information, benefit coverage interpretations, and explaining plan eligibility.
Pre-Enrollment Specialist
WTW
09.2023 - 12.2023
- Reviewed statistic enrollment data and prepared reports.
- Communicated effectively via telephone, email and in person with prospective customers.
- Updated, entered and reviewed customer data.
- Understood and thoroughly explained services provided to customers and potential customers.
- Monitored customer feedback and identified areas of improvement.
Customer Service Representative
Aston Carter
12.2022 - 08.2023
- Receive inbound calls from Medicare members regarding Silver Sneakers Wellness Program
- Ability to multi-task and navigate between 5 different systems at a time
- Practice exceptional communication by communicating effectively via phone, email and chats
- Effectively communicate critical, key details to help aid in providing appropriate, correct services
- Manage challenging customer service situations while maintaining a positive, empathetic, and consultative approach towards the customer during their time of need
- Meet and strive to exceed metrics.
Clinical Outreach Coordinator
Aston Carter
11.2021 - 12.2021
- Calling members/patients who have multiple chronic conditions and maintenance medication
- Inform patients about options when it comes to managing their medications (mail order, local Pharmacies, Adhere RX, etc.)
- Make outbound scheduling calls to consumers who need a medication review and may possess several social determinants of health barriers making it difficult for them to obtain medications and/or adhere to their medication regiment
- Utilize auto dialer to make 80-160 outbound calls daily
- Quickly establish rapport with consumers so they are comfortable openly discussing barriers related to medications or scheduling a review
- Effectively describing customized solutions to each consumer, navigating through, and overcoming objections throughout.
Merchandise Associate
TJX Companies
01.2021 - 09.2021
- Helped customers complete purchases, locate items, and join reward programs
- Restocked and organized merchandise in front lanes
- Answered questions about store policies and addressed customer concerns
- Maintained current knowledge of store promotions and highlighted sales to customers
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance
- Trained in Jewelry and Infield Merchandising positions and provided backup at key times
- Restocked and organized merchandise in front lanes.
Resident Assistant
Sagora Senior Living
03.2016 - 12.2018
- Engaged client in physical and mental activities to sustain quality of life
- Monitored and reported clients' progress
- Improved patient outlook and daily living through compassionate care
- Served as positive role model for diverse group of individuals
- Facilitated best care by developing strong and trusting rapport with patient
- Delivered high-quality, geriatric care to private client
- Maintained clean and well-organized environment to promote client happiness and safety
- Fostered independence in disabled individuals while closely always monitoring safety
- Interfaced with residents to address and resolve complaints or grievances
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed
- Completed daily resident welfare checks and coordinated with facility staff to meet all resident needs.
Education
Certificate - Medical Coding
U.S. Career Institute
RemoteCertification - Certified Clinical Medical Assistant (CCMA)
US Career Institute
Remote09-2025
Master of Science - Public Health
Columbia Southern University
Orange Beach, AL05-2022
Bachelor of Science - Health Administration
Columbia Southern University
Orange Beach, AL07-2018
Skills
- Inbound and Outbound Calling
- Salesforce
- Performance metrics
- Medical terminology knowledge
- Written and verbal communication
- Active Listening
- Data Entry
- Problem-Solving
- MS Office
- Patient Care
- EMR / EHR
- Marx
- Evicore
Affiliations
- Omega Nu Lambda
- The National Society of Leadership and Success
Timeline
Medical Claims Analyst
Aetna
03.2026 - Current
Service Advocate
Aetna
06.2024 - 02.2026
Pre-Enrollment Specialist
WTW
09.2023 - 12.2023
Customer Service Representative
Aston Carter
12.2022 - 08.2023
Clinical Outreach Coordinator
Aston Carter
11.2021 - 12.2021
Breakfast Hostess
Homewood Suite By Hilton Hotels
06.2021 - 05.2026
Merchandise Associate
TJX Companies
01.2021 - 09.2021
Resident Assistant
Sagora Senior Living
03.2016 - 12.2018
Certificate - Medical Coding
U.S. Career Institute
Certification - Certified Clinical Medical Assistant (CCMA)
US Career Institute
Master of Science - Public Health
Columbia Southern University
Bachelor of Science - Health Administration
Columbia Southern University