Summary
Overview
Work History
Education
Skills
Timeline
Generic

Awyn Fulton

Raleigh,NC

Summary

Accomplished manager with diverse background in healthcare operations, serving as a process expert, member-patient advocate, escalations team lead, and claims processing trainer. Recognized for exceptional leadership and advocacy skills, including being a finalist for the Service Hero Award and the Hugh Kelly Award in 2023. Actively involved in enhancing FEC practices through focus groups and participation in Diversity, Equity, Inclusion, and Belonging groups. Skilled in team coaching, de-escalation tactics, crisis intervention training, case management, chronic illness support, vocational/developmental mentoring, and social skills development. Demonstrated success in motivational leadership within the health-wellness industry. Seeking to apply experience in optimizing processes and streamlining operations to promote compassionate patient advocacy and healthcare support in a new role.

Overview

28
28
years of professional experience

Work History

Process Expert, Escalations Supervisor

United Healthcare
01.2024 - Current
  • Subject Matter Expert supporting advocates providing accurate information and ensuring customer trust.
  • Escalation Supervisor solving complex healthcare issues for members, building patient relationships, and enhancing customer experience.
  • Responsible for patient advocate training and understanding and developing new subject matter interns for ongoing success.
  • Trained team members on new processes, including medical claim analyzation and processing, to ensure seamless adoption and maintain operational excellence.

Complex Care Advisor

UnitedHealth Care
02.2022 - 12.2023
  • This member-facing role was created to offer advocacy for families dealing with complex health issues and in need of navigation, resources, and support within and outside of United Healthcare. The Care Advocate role required a vast amount of knowledge on databases, claims, prior authorizations, gap exceptions, medical care, and endless other processes. The Specialized Support Team was created to be dedicated team supporting the transgender community. This role allowed me to forge genuine relationships, promote gender identity wellbeing, and ensure the highest quality gender care for this much marginalized population. Improved patient well-being with compassionate communication and empathetic listening skills while advocating consistently.

Manager/Certified CBD Consultant

CBD American Shaman
10.2020 - 06.2021
  • As a manager of a Corporate store, it is my responsibility to maintain the store in all capacities, but sales growth is likely the most important. Training staff, Inventory, Social Media Management, Deposits, Ordering...the usual managerial tasks were important, but creating increased cost-per-transaction, building customer retention, and overall sales growth were the most valuable skills I have brought to this company. In one month, my store experienced a 300% sales growth without a marketing campaign in play. My sales-amount-per-transactions were well above the franchise and other corporate locations. My experience with large ticket retail sales growth, solid customer retention, and a depth of CBD knowledge have given CBD American Shaman a solid foundation to build into the Raleigh market.

Wellness Coach & Manager

The Hemp Farmacy, Inc.
03.2020 - 10.2020
  • As store manager, the hiring, staff training, scheduling, and resolution of any staffing issues were expected responsibilities. During time as manager, a need for a thorough and inclusive staff manual arose and I designed one for managers and staff that focused on an array of product knowledge, the science behind CBD, strategies for increasing sales per transaction, and the day-to-day store functions. Other tasks included counting, monitoring, and inventorying of entire store weekly, building and submitting orders for products (based on current inventory and sales projections) in a timely manner, responsible for all petty cash and bank deposits, reports on sales and product usage, developing different strategies to create a reliable way for customers to receive their needed products consistently.
  • As a Wellness Coach, I created a supportive environment where clients felt comfortable discussing their challenges openly without judgment or criticism.

Manager/Health Coach

Koko FitClub, LLC
08.2015 - 01.2020
  • Manager and Wellness Coach in a fitness boutique. Sales growth was crucial as it was a high-priced specialty gym and memberships ranged from $200-$400 monthly. I was responsible for initial customer exposure and all points of the sale. Motivational interviewing, solid health goal development and encouragement, large group wellness clinics and challenges, and consistent accountability allowed members to feel educated and supported as they reached their goals and made new ones. As a Wellness Coach, I maintained contact with clients via text, email, and phone calls to help them overcome psychological barriers in reaching their fitness goals and retain their business.

Wellbeing Advocate / Owner / Case Manager / Coach

WestOne Family Support Services
01.1997 - 12.2001
  • Developed a business providing support and care to families in crisis and/or dealing with long-term disabilities. Mentor / vocational management and training, societal integration, and relief care for clients with developmental and/or physical disabilities. Advocated for families and individuals requiring more opportunities and broader support systems. Experience with home health nursing, health coaching/education, medication administration, and crisis intervention. Maintained full CNA & CPR certification.

Education

Anthropology

Metropolitan State University of Denver
Denver, CO
01.2004

Egyptology

The American University in Cairo
Cairo, Egypt
01-2002

Skills

  • Healthcare advocacy
  • Team management
  • Patient care expertise
  • Claims management expertise
  • Training and Employee Development
  • Customer Escalation Management
  • Strong written & verbal communication
  • Effective organization
  • Team motivation skills
  • Leadership
  • Operational excellence

Timeline

Process Expert, Escalations Supervisor

United Healthcare
01.2024 - Current

Complex Care Advisor

UnitedHealth Care
02.2022 - 12.2023

Manager/Certified CBD Consultant

CBD American Shaman
10.2020 - 06.2021

Wellness Coach & Manager

The Hemp Farmacy, Inc.
03.2020 - 10.2020

Manager/Health Coach

Koko FitClub, LLC
08.2015 - 01.2020

Wellbeing Advocate / Owner / Case Manager / Coach

WestOne Family Support Services
01.1997 - 12.2001

Anthropology

Metropolitan State University of Denver

Egyptology

The American University in Cairo

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