Whitney Holland
Roanoke
Summary
Results-driven Claims Specialist and Patient Support Representative with a solid background in healthcare operations. Committed to enhancing patient experiences by resolving inquiries and improving processes across multiple systems. Strong ability to foster relationships with patients and providers to ensure seamless care navigation and efficient claims resolution.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE - MEDICAL CLAIMS SUPPORT
Ambetter
10.2025 - Current
- Resolved customer complaints using active listening and problem-solving techniques.
- Assisted clients in comprehending insurance policy details and benefits.
- Responded to customer inquiries via phone and email, ensuring timely resolution and customer satisfaction.
- Collaborated with team members to streamline service delivery processes, improving overall customer experience.
Senior Customer Service Representative
UnitedHealth Group
04.2019 - Current
- Facilitated resolution of complex customer issues and escalations, supporting team effectiveness.
- Resolved customer inquiries across multiple communication channels, improving overall customer satisfaction.
- Applied customer feedback to enhance service quality, contributing to improved customer experiences.
- Trained new representatives on processes and company policies comprehensively.
- Documented customer interactions accurately in the system for future reference.
PATIENT CARE TECHNICIAN
Carilion
05.2025 - 11.2025
- Assisted nursing staff in delivering patient care and facilitating daily activities to enhance patient comfort.
- Supported patients with mobility and personal hygiene needs to promote dignity and independence.
- Monitored vital signs and reported changes to healthcare team.
- Documented patient information accurately in electronic health records.
- Maintained cleanliness and organization of patient rooms and equipment to ensure a safe and welcoming environment.
HEALTHCARE ADMINISTRATOR ASSISTANT
Candis
01.2024 - 03.2024
- Managed daily operations of healthcare facilities, ensuring compliance with regulatory standards to maintain quality care.
- Implemented policies that improved patient satisfaction and operational efficiency.
- Coordinated staff schedules to optimize patient care and improve service delivery efficiency.
- Conducted training sessions for new employees on healthcare protocols and procedures to ensure adherence and understanding.
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
TTEC
12.2022 - 01.2023
- Coordinated appointment scheduling with healthcare providers to improve patient access and reduce wait times.
- Educated clients on insurance coverage and benefits, facilitating informed decisions regarding their healthcare options.
- Resolved healthcare inquiries for customers, enhancing overall customer satisfaction.
- Accurately documented customer interactions in CRM system for effective tracking.
EXPRESS CLAIMS ASSOCIATE
Allstate Insurance
02.2022 - 07.2022
- Assist Marketplace members and providers with detailed claim reviews, benefits interpretation, and billing discrepancy resolution.
- Investigated medical claims for discrepancies, facilitating swift resolutions and improving claim accuracy.
- Investigated medical claims for coding errors, incorrect benefit applications, and missing documentation; made adjustments or escalated issues.
- Clarified EOBs, deductibles, co-insurance, copays, and prior authorization requirements for members and providers.
- Verify eligibility, plan coverage, provider network status, and claim processing timelines.
- Handle high-volume calls while maintaining quality, accuracy, and compliance standards.
- Optimized claim review processes, significantly reducing resolution times and enhancing member satisfaction ratings.
- Streamlined medical claims review process, achieving noticeable results in resolution times and boosting overall customer satisfaction ratings.
- Partnered with providers to clarify billing issues, fostering strong relationships and streamlining communication channels.
- Fostered strong relationships with providers to enhance communication, leading to more efficient resolution of billing issues and improved member experiences.
- Managed first notice of loss, documentation, and routing for high-volume auto and property claims.
- Analyzed coverage and policy details to ensure compliance, contributing to a marked reduction in error rates and improved client satisfaction.
- Collaborated with cross-functional teams to develop training materials, fostering a supportive environment that enhanced team performance.
- Implemented a digital tracking system for claims, reducing processing time and providing clients with real-time updates.
- Cultivated strong relationships with clients, ensuring effective communication and a positive experience throughout the claims process.
- Implemented digital tracking system for claims, enhancing processing efficiency and client satisfaction.
CLAIMS & BENEFITS SUPPORT SPECIALIST
UnitedHealth Group
04.2019 - 11.2021
- Coordinated with teams to troubleshoot and resolve customer issues, enhancing overall service quality.
- Provided technical support for software applications and systems, ensuring user satisfaction.
- Educated clients on product features and best practices for optimal usage.
- Recorded support interactions and solutions in help desk system, improving knowledge base for future inquiries.
Education
ASSOCIATE OF SCIENCE - NURSING
Virginia Western Community College
03-2026
High School Diploma -
Salem High School
06-2009
Skills
- Medical claims processing
- CPT coding
- ICD-10 coding
- HCPCS coding
- Medicaid and Medicare
- Benefits verification
- Claims analysis
- Authorization processes
- EOB review and analysis
- HIPAA compliance
- High-volume calls
- Microsoft Office Suite
- Google Workspace applications
- Data entry accuracy
- Communication skills
- Documentation practices
- Customer service excellence
- Documentation practices
Timeline
CUSTOMER SERVICE REPRESENTATIVE - MEDICAL CLAIMS SUPPORT
Ambetter
10.2025 - Current
PATIENT CARE TECHNICIAN
Carilion
05.2025 - 11.2025
HEALTHCARE ADMINISTRATOR ASSISTANT
Candis
01.2024 - 03.2024
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
TTEC
12.2022 - 01.2023
EXPRESS CLAIMS ASSOCIATE
Allstate Insurance
02.2022 - 07.2022
Senior Customer Service Representative
UnitedHealth Group
04.2019 - Current
CLAIMS & BENEFITS SUPPORT SPECIALIST
UnitedHealth Group
04.2019 - 11.2021
ASSOCIATE OF SCIENCE - NURSING
Virginia Western Community College
High School Diploma -
Salem High School