Rowin Senoron

HIPAA-certified Healthcare Customer Experience Analyst with 8 years of experience supporting U.S. healthcare operations through Optum UnitedHealthcare. Highly skilled in medical insurance verification, eligibility and benefits review, patient scheduling, medical billing support, claims resolution, provider coordination, and healthcare administration. Experienced in collaborating with physicians, hospitals, pharmacies, laboratories, and insurance providers to resolve complex healthcare and billing inquiries while maintaining HIPAA compliance and accurate EMR/EHR documentation.

Recognized for delivering exceptional patient experiences, improving operational efficiency, and thriving in high-volume remote healthcare environments.

Customer Experience Analyst at Optum – UnitedHealthcare (2018-08 – Present)

Delivered comprehensive healthcare administration and insurance support for one of the largest healthcare organizations in the United States, assisting patients, providers, pharmacies, and healthcare facilities while ensuring exceptional customer service and regulatory compliance.

• Verified patient eligibility, insurance coverage, plan benefits, copayments, deductibles, coinsurance, and out-of-pocket expenses.
• Educated members regarding healthcare plans, covered services, exclusions, referrals, and prior authorization requirements.
• Coordinated medical appointments, referrals, transportation services, and follow-up care to improve patient access and continuity of care.
• Collaborated with physician offices, hospitals, pharmacies, laboratories, and specialty providers to resolve insurance and benefit-related inquiries.
• Researched medical claims, reimbursement status, payment information, and billing concerns to support accurate claim resolution.
• Maintained complete and accurate patient documentation within EMR/EHR systems while ensuring strict HIPAA compliance.
• Documented patient interactions thoroughly to support quality care and accurate medical records.
• Managed high-volume inbound healthcare calls while consistently delivering excellent customer service and first-call resolution.
• Verified patient insurance information for healthcare providers before scheduled medical services.
• Coordinated telehealth appointments and virtual healthcare services.
• Managed administrative responsibilities including email correspondence, documentation, scheduling, and calendar management.
• Served as a COVID-19 Contact Tracer by conducting outreach, documenting exposure investigations, and educating employees on public health protocols.
• Performed quality assurance monitoring by reviewing customer interactions and providing performance feedback to improve service quality.
• Built trusted relationships with patients, providers, and internal healthcare teams through professional communication and effective problem-solving.

Bachelor of Arts in Communication – University of Perpetual Help