JoAnna Schermann
Howard Lake
Summary
Member services advocate with expertise in customer relationship management, claims processing, and policy explanation. Proven track record of delivering exceptional support and efficiently resolving client issues.
Overview
8
8
years of professional experience
Work History
Member Services Advocate
United Healthcare
Remote
04.2026 - Current
- Processed appeals submitted by customers regarding denied or reduced benefits under their Medicare plan.
- Resolved client issues regarding claims and benefits efficiently.
- Provided support during the claims process to ensure smooth handling.
- Assisted customers with insurance inquiries and policy information.
- Explained coverage options and answered questions about policies.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Developed strong relationships with clients by providing exceptional customer service.
CSR- Scheduler
Optum, UnitedHealth Group
Remote
10.2025 - 04.2026
- Scheduled appointments for clients using scheduling software and communication tools.
- Handled rescheduling requests and communicated changes to relevant parties effectively.
- Coordinated with physicians' offices regarding referral requests.
- Provided customer support by answering inquiries via phone and email promptly.
- Created new accounts and updated existing accounts with most current details.
- Generated reports on patient appointment scheduling metrics.
Health Unit Coordinator
Allina Health- United Hospital ER
Saint Paul
06.2018 - 10.2025
- Managed communication between medical staff and patients' families effectively.
- Coordinated communication between various departments within the facility regarding patient care needs.
- Supported emergency department workflow by prioritizing tasks efficiently.
- Ensured compliance with hospital policies and procedures in daily operations.
- Managed daily operations of the health unit including filing, faxing, photocopying.
- Organized patient records, charts, and other documents in an orderly manner.
- Answered incoming calls and routed them to the appropriate departments or staff members.
Education
High School Diploma -
Glencoe Silver Lake Highschool
Glencoe, MN05-1998
Skills
- Claims processing
- Appeals handling
- Appeals processing
- Policy explanation
- Insurance expertise
- Customer relationship management
- Appointment scheduling
- Customer service
- Attention to detail
- Problem solving
- Conflict resolution
Timeline
Member Services Advocate
United Healthcare
04.2026 - Current
CSR- Scheduler
Optum, UnitedHealth Group
10.2025 - 04.2026
Health Unit Coordinator
Allina Health- United Hospital ER
06.2018 - 10.2025
High School Diploma -
Glencoe Silver Lake Highschool