Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather N. Barndt

Gettysburg

Summary

Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.

Overview

18
18
years of professional experience

Work History

Supervisor

Optum
05.2021 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Team Lead

Optum
11.2018 - 05.2021
  • Assisting managers with daily tasks.
  • Resolve any escalated issues.
  • Updating systems based on requests by call representatives.
  • Assist with team production goals when needed.
  • Responsible for writing and submitting updates to SOPs and processes.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Responsible for staying current on policy and procedure changes.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Assist new hire employees in learning the position.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Continue to meet department metrics while assisting with production.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Trained new team members by relaying information on company procedures and safety requirements.

Sr. Recovery Resolution Specialist

Optum
09.2016 - 11.2018
  • Responsible for updating Medicare Coordination of Benefits information.
  • Made outbound calls to members, employers, and other insurance carriers.
  • Accountable for meeting daily Production and Quality goals.
  • Assisted with mentoring and onboarding new employees.
  • Ability to implement change and work as a team player to achieve goals.
  • Responsible for staying current on policy and procedure changes.
  • Assisted new hire employees is learning the position
  • Assisted managers with special projects
  • Received eight Bravo Recognitions: Relationships, Collaboration, Quality, Performance, and Innovation.

Deputy Sheriff Candidate

Montgomery County Government
07.2016 - 07.2016
  • Received training on the laws involving police work.
  • Learned how to enforce laws to protect the safety of communities we serve.
  • Trained in different aspects of the physical requirements to perform law enforcement

Provider Resolution Specialist

United Healthcare
08.2013 - 07.2016
  • Answered inbound calls from Healthcare providers/facilities regarding claims and benefits.
  • Used Soft Skills to de-escalate calls and assist with resolution to provider’s inquiries.
  • Consistently met organizational and individual goals by providing callers with first call resolution and handling inquiries with accuracy.
  • Assisted the Training department as an OJT to coach and develop agents in their new role.
  • Mentored team members to assist them with improving their individual goals.
  • Assisted supervisor with escalated issues by researching and returning their calls to provide resolution and aid in limiting the number of callbacks to UHC.
  • Maintained knowledge of systems and stayed current on changing policies and procedures.

Chemical, Biological, Radiological and Nuclear Specialist/Automated Logistical Specialist

Pennsylvania Army National Guard
08.2007 - 10.2019
  • Drafted military and nonmilitary correspondence
  • Reviewed documentation for errors in accordance with standard operating procedures
  • Created and maintained standard operating procedures
  • Developed and lead training programs in preparation for combat
  • On-going training in the use of tear gas and explosives
  • Documented and processed classified and non-classified materials
  • Supervised lower enlisted Soldiers to make sure their tasks get completed
  • Tracked personnel and supplies within the company and companies we supported
  • Tracked and filed administrative paperwork and personnel folders
  • Maintained 100% accountability of all assigned equipment worth more than $100,000.00
  • Responsible for supervising and performing management or warehouse functions in order to maintain equipment records and parts.

Community Support Aide

Keystone Human Services
04.2012 - 08.2013
  • Assisted with development and implementing treatment plans, modified when necessary due to changes.
  • Knowledgeable in co-occurring disorders and the effects of employment and housing issue within Mental Health.
  • Responsible for presenting case history to other staff members, leading discussions, and consulting with Medical personnel.
  • Administered, ordered, and tracked client medications.
  • Accounted for client funds and maintained client paperwork.
  • Maintained client information by recording incidents and behaviors on flow sheets and monitored client census on a Daily Individual Record.
  • Assisted clients with refining skills or learning new skills to maintain a level of independence, while introducing them into the community and encouraging social skills.
  • Offered caring companionship and emotional support.
  • Facilitated recreational activities tailored to individual patient interests, promoting social engagement and mental stimulation.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Established trusting relationships with patients through consistent reliability and genuine empathy towards their unique situations.

Puff Super Value

Cashier
01.2011 - 01.2012
  • Maintained records related to sales and maintained an organized store.
  • Completed point of sale transactions, including opening/closing procedures and accountable for cash register contents.
  • Developed positive customer relationships by providing excellent customer service and friendly atmosphere.
  • Served as a peer coach to train and develop new employees.
  • Stocked shelves and organized displays, demonstrating care of merchandise.

Cashier

Dick’s Sporting Goods
01.2009 - 01.2011
  • Accountable for cash register contents and opening/closing procedures.
  • Mentored new sales associates to contribute to the store’s positive culture.
  • Cultivated a customer-focused environment by greeting and responding to all customers timely.
  • Educated customers about different merchandise brands to incite excitement about the company’s mission and values.
  • Trained and developed new sales associates on the use of the point of sale system and tactics.
  • Collaborated with the leadership team to implement the division of responsibilities among associates.

Education

High School Diploma -

Greenwood High School
Millerstown, PA
06-2007

Skills

  • Integrity and ethics
  • Training and mentoring
  • Staff management
  • Customer service
  • Complex Problem-solving
  • Analytical thinking

Timeline

Supervisor

Optum
05.2021 - Current

Team Lead

Optum
11.2018 - 05.2021

Sr. Recovery Resolution Specialist

Optum
09.2016 - 11.2018

Deputy Sheriff Candidate

Montgomery County Government
07.2016 - 07.2016

Provider Resolution Specialist

United Healthcare
08.2013 - 07.2016

Community Support Aide

Keystone Human Services
04.2012 - 08.2013

Puff Super Value

Cashier
01.2011 - 01.2012

Cashier

Dick’s Sporting Goods
01.2009 - 01.2011

Chemical, Biological, Radiological and Nuclear Specialist/Automated Logistical Specialist

Pennsylvania Army National Guard
08.2007 - 10.2019

High School Diploma -

Greenwood High School

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Heather N. Barndt