Her Story
About Keyonna
Keyonna Spragley has been in the healthcare customer service support industry since 2015, beginning with her first role at Optum Healthcare and UnitedHealthcare. In her current senior position, she assists with onboarding new representatives while managing escalated calls involving member access to providers, billing disputes, and locating suitable services. She bridges gaps between members and providers by providing insurance information and ensuring needs are met. Keyonna is actively pursuing her bachelor's degree, taking psychology classes that have enhanced her communication, critical thinking, and ability to understand client emotions. She values integrity in her work by remaining honest and transparent with members rather than offering quick fixes. In her personal life, she prioritizes peace and quality time with her children. Among the career advice she has received, Keyonna highlights learning to correct mistakes and move forward, and she advises young women entering the field to empathize by viewing customers as loved ones.
Her Interview
Ten minutes with Keyonna
01What do you attribute your success to?
I attribute my success to resilience, adaptability, patience, and a genuine commitment to growth. I lead with empathy and a nurturing spirit, which allows me to connect with and positively impact the people around me. I’ve learned to turn challenges into lessons, remain grounded through change, and continually evolve into a stronger version of myself. My faith, determination, and willingness to keep learning have been instrumental in both my personal and professional growth.
02What’s the best career advice you’ve ever received?
With my current ops manager, when I first started this career that I have now with my current position, I had made a bad call... she gave me the information that as long as you can make mistakes, but as long as you correct them and make them right, you can move forward from it.
03What advice would you give to young women entering your industry?
I would just advise them to put themselves in the member's shoes, or the customer's shoes, you know, or look at that person as their mom, or someone that they actually, truly care about, and that'll help them get their job done... as long as you don't take it personal and actually empathize with them, you can kind of come to ground and work things out for the member or the customer.
04What are the biggest challenges or opportunities in your field right now?
Having to actually deliver bad news is challenging to me, in general, because I don't like making people feel bad. I do not like to deliver bad news at all... Just not being able to meet their needs, you know, against what I actually can do is one of those challenges.
05What values are most important to you in your work and personal life?
For work, I value the integrity of my job, like, just being honest and transparent with the members... For home, I value my peace and my sanity with my children, like, just being at home, at peace.
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