ARIMANI BLACK
Summary
Dynamic healthcare professional with a proven track record at United Healthcare, excelling in team leadership and operational reporting. Adept at driving process improvements and enhancing member satisfaction through effective complaint resolution and cross-functional collaboration. Committed to achieving excellence in service delivery and compliance within fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Investigator
United Healthcare
10.2025 - Current
- Collect, analyze, and interpret operational and investigative data to identify call drivers, workflow gaps, and efficiency opportunities.
- Provide recommendations for process enhancements to improve production and quality outcomes.
- Handle escalations and high-priority case requests with accuracy and professionalism.
- Maintain thorough documentation in SIU systems to ensure audit readiness and policy compliance.
- Collaborate with internal departments and external agencies to improve communication pathways and operational results.
- Support departmental goals through participation in special projects and continuous improvement initiatives.
Care Navigator
United Healthcare
10.2021 - 10.2025
- Serve as escalation lead for complex Medicare member and provider issues, resolving cases efficiently and professionally to protect member satisfaction.
- Conduct root-cause analysis on complaint patterns and recommend solutions to senior leadership, improving overall call center service quality.
- Coach and mentor representatives to enhance communication, accuracy, and call handling performance.
- Collaborate with clinical teams, physicians, and internal departments to streamline communication processes and support continuity of care.
- Maintain audit-ready documentation and ensure compliance with internal policies and HIPAA standards.
- Contribute to process improvements by analyzing operational trends and identifying areas for performance enhancement.
Prior Authorization Representative
Accredo Specialty Pharmacy
10.2020 - 10.2021
- Processed and expedited prior authorizations, ensuring accuracy and compliance with CMS guidelines.
- Resolved escalated authorization issues with urgency and professionalism.
- Coordinated with multiple departments to enhance workflow efficiency and service speed.
- Supported claims accuracy and maintained clear, audit-ready documentation.
Patient Service Representative and Team Lead
TriWest Healthcare Alliance
07.2016 - 06.2020
- Supervised a team of 18-20 representatives, conducting performance coaching, quality monitoring, and KPI-driven evaluations.
- Delivered new-hire and ongoing training sessions to strengthen call quality, customer service, and accuracy.
- Implemented team-specific processes that reduced delays and improved member satisfaction.
- Handled escalated patient concerns and ensured timely, appropriate resolutions.
- Supported scheduling, timekeeping, and daily coverage management to maintain consistent service levels.
Field Support Specialist
TriWest Healthcare Alliance
Hampton
01.2018 - 05.2019
- Acted as liaison for 10+ VA Medical Centers, resolving complex issues with a 98% satisfaction rate.
- Developed training materials and audit tools that increased compliance scores by 15%.
- Partnered with leadership to improve service delivery workflows, reducing operational delays by 20%.
Patient Care Coordinator/ Admitting Clerk
Ochsner Hospital
01.2014 - 07.2016
- Managed patient intake, registration, and all compliance-sensitive documentation.
- Resolved patient service concerns and ensured accurate communication across departments.
- Maintained efficient workflows supporting clinical staff and patient experience outcomes.
Education
Bachelor of Science -
University of Holy Cross
New Orleans, LA01.2021
High School Diploma -
Helen Cox High School
Harvey, LA01.2013
Skills
- Team leadership and staff development
- KPI monitoring and performance coaching
- Call barging and whisper coaching
- Scheduling and attendance management
- Workforce oversight and escalation management
- Complaint resolution and HIPAA compliance
- Healthcare policy adherence
- Operational reporting and data analysis
- Workflow optimization and process improvement
- Cross-functional collaboration
- Training program development and facilitation
Certification
- Certified Nursing Assistant
- CPR and First Aid
- Certified Medicaid Professional (CMP)
- HIPAA Compliance Training - Completed 2022
- CMS Regulations and Interpretation - Completed 2021
Timeline
Investigator
United Healthcare
10.2025 - Current
Care Navigator
United Healthcare
10.2021 - 10.2025
Prior Authorization Representative
Accredo Specialty Pharmacy
10.2020 - 10.2021
Field Support Specialist
TriWest Healthcare Alliance
01.2018 - 05.2019
Patient Service Representative and Team Lead
TriWest Healthcare Alliance
07.2016 - 06.2020
Patient Care Coordinator/ Admitting Clerk
Ochsner Hospital
01.2014 - 07.2016
Bachelor of Science -
University of Holy Cross
High School Diploma -
Helen Cox High School