Shelia Olomofe

Healthcare services professional with 10+ years of experience communicating directly with patients, providers, and members by phone and in person to resolve questions, documentation issues, benefit concerns, and process issues in real time. Strong working knowledge of medical terminology, health plan documents, and HIPAA-compliant handling of sensitive information. Skilled in navigating multiple computer systems simultaneously while actively listening to identify needs and deliver clear, easy-to-understand explanations.

Proven ability to own an issue through to resolution, support vulnerable populations, maintain accuracy under high-volume conditions, and train others on communication and documentation standards.

Customer Service Advocate at UnitedHealth Group (2026-09 – Present)

Serve as the primary point of contact for member inquiries in a high-volume call center environment, applying working knowledge of medical terminology, health plan documents, and benefit plan design to explain coverage, resolve claims and benefit questions, and guide members to appropriate resources.

• Support Medicaid members and other vulnerable populations with empathetic, patient-centered communication, connecting individuals with disease prevention, health promotion, and behavior-change resources as needed.
• Own member issues through to resolution, actively listening to identify the need behind each call and documenting interactions accurately across multiple UnitedHealth Group systems while maintaining HIPAA-compliant handling of sensitive information.
• Navigate multiple computer systems simultaneously during live calls, entering and verifying member, benefit, and claims data without interrupting the flow of conversation.
• Identify opportunities to educate members on plan options and available programs, applying account management and relationship-building skills to support member retention and satisfaction.
• Maintain a dedicated, secure home work environment and meet established performance goals for accuracy, efficiency, and quality in a fully remote, high-volume setting.

Patient Service Technician II at Kelsey-Seybold Clinic (2021 – 2026)

• Communicated daily with patients and providers by phone and in person to answer questions, clarify testing requirements, and resolve documentation or specimen concerns, using clear, simple language to ensure understanding.
• Owned patient and provider issues through to resolution, coordinating in real time with clinical staff and following up to confirm accurate outcomes.
• Actively listened to identify the specific need behind each inquiry, then documented the interaction and required follow-up accurately within Epic EMR and Beaker LIS.
• Navigated multiple computer systems simultaneously while on active calls, entering and verifying data without interrupting the flow of conversation.
• Maintained HIPAA-compliant handling of sensitive patient information across every phone and in-person interaction.
• Trained and coached new employees on communication standards, documentation procedures, and customer service expectations.
• Met established performance goals for accuracy, efficiency, and quality across a high-volume environment supporting 100+ daily specimens.

Patient Service Technician II at Quest Diagnostics (2017 – 2021)

• Communicated with patients and providers by phone and in person regarding specimen processing, documentation, and testing questions, resolving concerns clearly and efficiently.
• Validated data across multiple systems while addressing patient and provider inquiries, escalating complex or systemic issues to supervisors when needed.
• Maintained HIPAA confidentiality standards throughout all patient and provider communication.
• Facilitated communication between laboratory and clinical departments to resolve issues and ensure timely, accurate reporting.

Associate of Applied Science in Business Administration (2015-05)