Jeff Young

I worked with Optum, handling over 50 inbound patient calls daily to update demographic records, schedule appointments, enter and validate insurance details and help prescriptions. With the help of Copilot, I streamlined the process between each call, lowering my handling time from 6-10, down to 4 minutes by optimizing the workflow, and integrating AI into it whilst maintaining confidentiality.

I worked with Sutter Health, managing 60+ inbound patient calls daily to update demographic records, schedule appointments, enter and validate insurance details and help prescriptions. While keeping confidential, I utilized the tools provided to me to streamline the process and workflow of call handling so to maintain an accuracy rating of 97% during peak call volumes.

I worked with Alight Solutions to work with multiple different businesses and their clients in HR related benefits. I handled over 40 calls daily, assisting employees with their open enrollment and managed over 2400 different employee records confidentially to maintain accuracy and updates during different stages in an employees tenure. Businesses include Abbott, Milliken, and UHC.

Working with UPA, I maintained customer billing and account data across multiple CRM platforms for over 40 daily interactions ensuring compliance with policies and accuracy when documenting. I ensured data accuracy by developing a streamlined repetitive workflow during each call, resulting in an accuracy rating of 92% during peak call volumes. This enabled me to reduce my call times to 7 minutes.

Working with Securitas, I worked with multiple client sites to secure their building, campus, and assets around the city. Primarily working with Milliken, I monitored information and data across over 30 CCTV Systems while managing a small team who would do perimeter checks. Being with the night crew, I created comprehensive incident reports for security events, breaches, or investigations.

Grade: 3.8

Graduated with honors, specialized in Computer Science and General Accounting. Lead projects in Accounting and aided in teaching students in technical work.

Grade: 4.0

Graduated Summa Cum Laude. Specialized in general computer science and programming. Lead a group of over 50 students in tutoring academics across a broad band of subjects throughout the semesters.