Healthcare / Dental / General VA

Provided healthcare customer support at Optum Global Solutions, assisting members with dental insurance concerns, verifying benefits, and guiding claim submissions. Coordinated provider communications and appointment confirmations while maintaining empathy and professionalism. Consistently met KPIs such as NPS, AHT, and low callback rates, ensuring efficient and compliant service delivery.

Provided phone support for dental insurance members and providers at Optum Global Solutions. Assisted with insurance queries and healthcare concerns, guided claim submissions and reprocessing requests, and explained claim denials clearly to reduce confusion. Utilized CRM tools to track cases and ensure timely resolution while maintaining empathy and professionalism.

I gained hands‑on HIPAA compliance experience during my role at Optum Global Solutions, where I handled dental insurance queries and processed claims while safeguarding member data. My responsibilities included verifying benefits, coordinating provider documentation, and explaining claim denials — all while ensuring strict adherence to HIPAA privacy and security standards. I consistently maintained confidentiality, followed compliance protocols, and supported accurate documentation to reduce errors and protect sensitive information.