Influential Woman · Healthcare

Bonita W.

Customer Service Representative, BlueCross BlueShield Tennessee

Atlanta, GA

Certifications · Degrees · Memberships

Degree Master's in Legal Studies Degree University of Oklahoma

Her Story

About Bonita

I've been in healthcare for the last 5 years, and I currently work as a customer service advocate, a role I've held for over a year and a half. My path to healthcare came through retail, where I learned to assist customers and deal with finances. Those skills translated well because in healthcare, I'm supporting members, patients, and healthcare providers, dealing with costs and providing customer support that's more healthcare-driven. Day to day, I handle a lot of communication, primarily working inbound calls. My shift can change, but I do a lot of researching, working with phones and computers, and handling administrative tasks and research. I completed my master's in Legal Studies at the University of Oklahoma, and it helps me daily - every day I use some of what I learned. My proudest moments have been completing that master's degree and having a positive impact on patient health outcomes and quality. I've been acknowledged for providing great customer service and always get good quality reviews when I do an exceptional job helping a member.

Her Interview

Ten minutes with Bonita

01What advice would you give to young women entering your industry?

Be willing to learn and remain flexible, because healthcare is always changing. Laws change, procedures change, but just knowing that ultimately it's gonna have a positive outcome on someone's healthcare and quality is the easiest way to keep up. Anything - change is always good. Of course, there's gonna be some bumps along the way, but once we remove some of those obstacles, I do think AI will be a helpful resource and will be really beneficial once we figure out how to work with it.

02What values are most important to you in your work and personal life?

Definitely integrity, accountability, and having empathy. Integrity - making sure I'm holding myself accountable. And empathy, because I get a lot of sensitive and personal information, so it requires me to try to relate to a member. You have to be sympathetic and empathetic in this field.

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