Akeia Thurman

Member Care Advocate @UnitedHealthcare

Tallahassee, FL, US

Support an average of 80–115 members per day via phone, delivering compassionate assistance for Medicare and commercial plans across multiple states.Successfully closed 150+ care gaps per month by coordinating with providers, pharmacies, and ancillary services ensuring timely follow-up and continuity of care.Facilitated over 500+ specialist referrals and program enrollments, improving access to preventative and condition-specific services for high-risk populations.Played a key role in boosting first-call resolution rates by 18% through effective problem-solving and proactive member education.Maintain up-to-date knowledge of Medicare guidelines and healthcare policies, offering compliant and personalized support that contributed to a 98% call quality score and 95%+ customer satisfaction rate over 6 consecutive months.Routinely exceed performance benchmarks, ranking in the top 10% of advocates for productivity and service accuracy across the department.

Tallahassee State College

Associate of Arts - AA, General Studies

Florida Agricultural and Mechanical University

Master's degree, Health/Health Care Administration/Management

Florida Agricultural and Mechanical University

Bachelor of Science - BS, Health Services/Allied Health/Health Sciences, General