Cairan Marston
Conway,SC
Summary
Proactive and detail-oriented professional with excellent time management and problem-solving skills. Bringing strong customer service and analytical skills and known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
DCSM
UNITED HEALTH GROUP
01.2022 - Current
- Expert in USP Platform
- Develop and maintain trusting relationships/interactions with client
- Provide issue resolution on claims/appeals/authorizations/enrollment/web support
- Escalate issues as necessary to achieve resolution
- Extensive experience with PEO’s
- Coach for both Group Services and DCSM Teams
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Group Services
UNITED HEALTH GROUP
01.2018 - 01.2022
- Provide phone/email support to drive resolution of client and broker questions/issues
- Develop and maintain trusting relationships/interactions with client
- Demonstrate business knowledge/industry knowledge
- Provide consultation and education on client issues
- Provide issue resolution on claims/appeals/authorizations/enrollment/web support
- Escalate issues as necessary to achieve resolution
- Ability to adapt in rapidly changing environments
- Expert in USP Platform
- Coach for both Group Services Teams
Member Services
UNITED HEALTH GROUP
01.2015 - 01.2018
- Provide phone support to drive resolution of member questions/issues
- Demonstrate business knowledge/industry knowledge
- Provide consultation and education on client issues
- Provide issue resolution on claims/appeals/authorizations/web support
- Ability to adapt in rapidly changing environments
- Expert in USP Platform as original UAT for new platform
- Coach for both Group Services and DCSM Teams
Education
Medical Assistant Diploma -
HESSER COLLEGE
Manchester, NH08-2013
Associate Diploma - Computer Technology/Electrical Engineering Technology
NHTI
Concord, NH04-1997
Skills
- Systems Expertise: Expert-level knowledge of USP, Cirrus, ACET, UNET, PRIME, Level Funded, and Surest platforms
- Salesforce Experience: Proficient in navigating and utilizing Salesforce for customer relationship and case management
- Analytical & Investigative Skills: Strong root cause analysis and problem-solving abilities; adaptable with a keen analytical mindset
- Communication: Excellent verbal and written communication skills; experienced in cross-functional collaboration and stakeholder engagement
- Teamwork & Collaboration: Proven ability to work effectively in team environments and highly matrixed organizations
- Performance-Driven: Consistently meets and exceeds performance goals in current role
- Microsoft Office Proficiency: Skilled in Excel, Word, Outlook, Access, and PowerPoint
- Time Management & Organization: Outstanding time management, critical thinking, and organizational skills
- Testing & Quality Assurance: Experienced UAT tester for the USP platform
- Self-Management: Demonstrates initiative and accountability while delivering high-quality results independently
- Friendly, positive attitude
- Organizational skills
Qualifications
- Industry Experience: Over 5 years of experience within the Employer & Individual (E&I) line of business, with expertise in Client Management, Implementation, Benefit Implementation, and/or Sales
- Platform Proficiency: Hands-on experience with UNET, USP, and other core processing platforms
- Meeting Facilitation: Skilled in leading meetings with stakeholders to gather documentation and align on requirements
- Technical Skills: Intermediate to advanced proficiency in Microsoft Word and Excel; experienced with SharePoint, Power Automate, and PowerApps
- Communication: Proven excellence in both verbal and written communication, with the ability to convey complex information clearly across all levels of leadership
- Project & Time Management: Demonstrated ability to manage multiple high-priority projects in a fast-paced, agile environment
- Cross-Business Collaboration: Experience working across UHC and Optum business lines to deliver integrated solutions
- AI & Automation Awareness: Understanding of UnitedHealthcare’s AI initiatives and ability to incorporate automation tools to streamline workflows and enhance documentation clarity
- Critical Thinking & Problem Solving: Strong analytical and investigative skills with a focus on root cause analysis and solution development
- Process Improvement: Proven ability to identify inefficiencies and implement process enhancements that improve accuracy and turnaround time
- Matrixed Environment Navigation: Comfortable operating in highly matrixed organizations, aligning diverse stakeholders toward shared goals
- Adaptability & Initiative: Self-managed, adaptable, and proactive in delivering results and supporting change initiatives
Timeline
DCSM
UNITED HEALTH GROUP
01.2022 - Current
Group Services
UNITED HEALTH GROUP
01.2018 - 01.2022
Member Services
UNITED HEALTH GROUP
01.2015 - 01.2018
Associate Diploma - Computer Technology/Electrical Engineering Technology
NHTI
Medical Assistant Diploma -
HESSER COLLEGE