Amber Mays

Experience

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  PSI Services LLC

  Jun 2014 - Nov 2015

  Customer Service Representative | Licensing Specialist

  • Developed document and content classification taxonomies to facilitate information capture, search, and retrieval for a department startup initiative • Issued company yearly invoices and ensured correct payment posting through meticulous balancing spreadsheets in Excel• Processed 20-30 new and renewal credentialing applications daily for Property, Casualty, Life, and Health Insurance licensing

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  T-Mobile

  Oct 2015 - Dec 2015

  Customer Service Representative
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  United States Postal Service

  Nov 2015 - Apr 2016

  Postal Worker | Rural Car Carrier
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  Cigna Insurance Services

  May 2016 - Oct 2019

  Senior Customer Service Representative | OneGuide

  • Educated consumers and providers on benefit and claim coverage for PPO, OAP, HMO, and POS medical group insurance policies• Improved health outcomes and reduced costs by servicing and connecting 1000+ members to high-value programs • Coordinated care for consumers, arranging services such as home healthcare, durable medical equipment, rehabilitative therapy, and radiology

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  Total Health Chiropractic

  Oct 2019 - Jan 2020

  Front Office Manager
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  Optum

  Apr 2020 - Sept 2022

  Complex Care Advocate Sr. | Training SME

  Managed incoming calls related to employee benefit administration, adhering to state regulations and client guidelines. My expertise extended to resolving complex issues, such as claims, employment discrepancies, and payroll matters.• Conducted 8 successful new hire and upskilling training sessions, enhancing first call resolution and navigational skills• Analyzed patterns and reports to address intricate issues for peers and consumers, escalating as needed• Exceeded departmental goals in first call resolution, AHT, and Net Promoter Score (NPS)• Improved health outcomes by proactively promoting internal programs by daily Show less

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  UnitedHealth Group

  Sept 2022 - Jun 2024

  Consumer Analyst

  • Collaborate with cross-functional project teams to drive departmental and organizational changes using the human-centered design methodology. • Analyze and present data sets to drive decisions including process improvement, resource optimization and development • Sorted and prioritized task to meet required sprint deadlines• Influence stakeholders and multiple layers of leadership across the organization to make changes benefiting the consumer, employee, and overall business

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  UnitedHealthcare

  Jul 2024 - now

  FP Implementation Manager

  • Manage the implementation lifecycle of newly onboarded clients ensuring alignment with business and timelines• Serves as the primary point of contact for external and internal stakeholders and as the single point of contact for Payers during implementation phase.• Led client facing kick-offs, requirement gathering sessions and configuration review ensuring to consistently deliver high quality client services• Train client to a point where they can operate self-sufficiently and confidently on platforms• Create and maintain an implementation roadmap with clear milestones• Consult with stakeholders and Customer Success Management team to gather detailed business and operational requirements for a timely and complete implementation process• Regularly provide updates to key stakeholders on project progress, benefit changes, and prioritization changes• Builds client relationships by ensuring appropriate levels of service and operational support are provided during the implementation process, including establishing clear rules of engagement, roles and responsibilities and reasonable expectations• Display empathy and flexibility during problem solving to maintain positive relationships and identify appropriate business decisions• Partner with leadership in streamlining implementation for the• Work with vendors for third party services by managing expectations and deliverables Show less