DEJA GRAVES

· October 2018 started in the E&I Benefits advocate A4me department- customer facing role assisting members with benefit questions about medical benefits, prior authorizations, Pharmacy issues and financial accounts

· Moved to the Optum bank department within United Healthcare and assisted customers with HSA accounts, claim submissions and issues for 6 months to help with the pilot program kick off.

· In February 2020 I moved to the Special needs care advisor position in the Family Engagement Center SNI department within United Healthcare

- I was a Care advisor- customer facing who assisted families with disabled dependents under 17 years of age with complex diagnoses, escalated cases and complaints. At the end of 2023 I was labeled as one of the very few care advisors who could handle complex cases that was escalated and transferred to CHE Teams and Nurses that was too complex for the general care advisor to handle.

- Helped submit and handle prior authorizations housed in the ICUE system, fill medications, review appeal submissions, assisted with needs involving inpatient and outpatient stays, therapy issues, claims processing outcomes and more

· In February 2024 I moved to the Research Advisor role in the back office. Researched issues with benefits, Prior authorizations, pharmacy issues and claim concerns. Also I Make provider outreaches to get the necessary information that is needed to have the members issue resolved.

- Trained in August 2024 for claims processing. I am now in the claims skill researching and processing claims in UNET.

• Assist patients with filing medical bills with insurance
• Answer patient questions and resolve concerns about specimen testing results
• Update medical billing codes provided by physicians
• Process insurance claims and adjustments.

• Schedule repair technicians to come out to repair fountain, vendor, and cooler Pepsi machines
• Troubleshooted customer repairs over the phone
• Dispatched technicians to businesses to fix Pepsi equipment.

• Assisted customers with purchasing protection plans for the equipment they have received from Sears
• Scheduled repairs over the phone to have a technician come out to repair machinery
• Informed about the benefits of the protection agreements they have purchased
• Ordered and sent new equipment to customers.

• Assist the Centers for Disease Control and Prevention with important government health surveys with people across the world.

• Get customers items checked out promptly
• Run the customer service department.

• Assist customers with tracking, shipping, and receiving UPS packages
• Resolving the customer's concern or issue.

• Assist customers with purchasing a wireless device
• Resolving customers concerns or issues about billing information
• Handle escalated calls from dissatisfied customers
• Handle service outage reports and troubleshoot repairs for their wireless device.