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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~


Career Profile


Dedicated and accomplished administrative support professional with a solid track record of achieving exceptional levels of efficiency and productivity along with a demonstrated background in handling complex administrative operations within a variety of environments. Possess high-level communication and analytical skills with a commitment to superior customer service. Offer solid leadership abilities with experience in overseeing front-end operations, managing internal training operations, overseeing human resource operations, and supervising staff members.


Key Competencies


Administrative Support Healthcare Claims Management Staff Scheduling Attention to Detail

Training/Coaching Change Management Regulatory Compliance Microsoft Office Suite

Team Leadership Project Management Strategy Development Process Improvement


Professional Experience

United Healthcare, Oldsmar, FL/Richardson, TX March 2007-Present

Manager of Business Process and Quality Management (2015-Present)

  Direct day to day operations within a fast-paced environment with a concentration on increasing productivity and efficiency levels

  Design and implement innovative standard operating procedures within the department, performed detailed data analysis, and provided guidance to members of executive leadership

  Supervise a team of up to 100 individuals which requires providing both individualized and group training along with successfully diffusing escalated employee relations issues

  Play a lead role in updating ongoing project plans, identifying project requirements/specifications, setting project schedules, and monitoring timelines


Provider Issue Resolution Supervisor (2007-2015)

  Coordinated customer service operations within a large insurance provider which required supervising a team of up to 65 individuals and mentoring junior team members

  Identified inefficiencies within the department and created processes aimed at improving metrics, supported large-scale operational projects, and acted as a point of contact for project scheduling

  Created detailed slideshows/media tools in order to accurately present project status, provided comprehensive training programs for employees, and consistently evaluated training metrics


Aetna Insurance, Albany, NY March 1989-November 2006

Claims Examiner/Supervisor

  Managed claims related logistics which included examining claim forms, identifying current insurance coverage, and supervising a team of Claims Adjusters

  Reviewed complex claims to ensure validity, identified/reported issues with claims such as overpayments, and managed internal training programs

  Created innovative testing and evaluation procedures, assisted customers with claim related inquiries, and updated client files

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