Asiah Wallace
Clayton
Summary
Client-focused professional with years of experience in customer service, benefit management, and insurance processes. Proven ability to manage high volumes of inquiries, resolve complex issues, and deliver timely solutions. Skilled in handling client and broker inquiries, billing administration, and process improvement in fast-paced environments. Expertise in benefit investigation, client communication, and managing sensitive information across multiple systems.
Overview
6
6
years of professional experience
Work History
Case Manager
IQVIA
01.2023 - Current
- Answer inbound and outbound inquiries, managing benefit investigations and coverage eligibility with insurance companies.
- Accurately document and triage complex inquiries, ensuring swift and efficient processing.
- Adhere to strict quality standards and guidelines to maintain excellent customer service results.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
HR Shared Services Coordinator
Lumen Technologies
01.2022 - 04.2024
- Acted as the primary liaison for internal/external clients, resolving HR-related inquiries including payroll, policies, and benefits.
- Managed high-volume service requests, analyzing trends to provide proactive solutions and ensuring client needs were met with timely communication.
- Successfully implemented improved processes, including a more efficient candidate experience system.
- Developed and maintained key performance metrics for shared services departments, enabling better decision-making and resource allocation.
- Coordinated training programs for employees on new systems and processes related to shared services, increasing adoption rates and overall effectiveness.
SR Patient Care Coordinator
Biologics by Mckesson
01.2020 - 01.2021
- Led communication between physicians, patients, and insurance providers, ensuring accurate and prompt data entry for patient cases.
- Resolved patient and physician inquiries related to insurance benefits and claims, maintaining compliance with all required documentation.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
SR Patient Care Coordinator
Aerotek-Trialcard
01.2019 - 01.2020
- Verified insurance coverage and benefits for patients, coordinating directly with providers.
- Delivered clear communication and timely follow-ups to ensure client expectations were met and issues resolved swiftly.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
HR Benefit Specialist
Amgen
01.2019 - 12.2019
- Administered employee benefits including medical, dental, and disability programs.
- Provided clear and accurate communication regarding 401(k) plans, open enrollment, and insurance inquiries, ensuring compliance with policies.
- Managed annual open enrollment periods, ensuring seamless transitions between plan years for all employees.
- Resolved complex employee benefits issues by conducting thorough research and collaborating with relevant parties to find solutions.
- Streamlined benefits administration processes for increased efficiency and reduced errors.
Education
MBA - Human Resources
University of North Carolina Wilmington
Wilmington, NC12.2026
Bachelor of Science - Business Administration
Shaw University
05.2020
Skills
- Client/Broker Inquiry Management
- Insurance and Benefits Administration
- Issue & Conflict Resolution
- Microsoft Office Suite & Salesforce
- Billing & Commission Handling
- Process Improvement & Quality Standards
- Excellent Verbal and Written Communication
- Strong Analytical and Problem-Solving Skills
- Ability to Manage High Volumes of Service Requests
- Workday
- SAP
- HireVue Management
Projects
Dare to Lead, 12 week program, Collaborated with program instructors to host 30+ employees three times a week to foster a dynamic learning experience.
Timeline
Case Manager
IQVIA
01.2023 - Current
HR Shared Services Coordinator
Lumen Technologies
01.2022 - 04.2024
SR Patient Care Coordinator
Biologics by Mckesson
01.2020 - 01.2021
SR Patient Care Coordinator
Aerotek-Trialcard
01.2019 - 01.2020
HR Benefit Specialist
Amgen
01.2019 - 12.2019
Bachelor of Science - Business Administration
Shaw University
MBA - Human Resources
University of North Carolina Wilmington
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