Ana Nava
Nampa,ID
Summary
Detail-oriented individual with extensive experience in customer service and case management. Known for exceptional patience and critical thinking, consistently de-escalating challenging situations while ensuring adherence to policies and deadlines.
Overview
19
19
years of professional experience
Work History
Homemaker
Career Break
Nampa, ID
06.2023 - Current
- Coordinating the daily schedules, appointments and logistics of a household of 7. Parallel with prioritization and time management skills required to manage high customer volumes and competing demands in a fast-paced service environment.
- Serve as a primary point of contact for every need across 7 individuals, and with each time, improving the ability to listen actively, respond with patience, and resolve issues quickly. These are core competencies in any customer-facing role.
- Consistently de-escalating emotionally charged situations with composure and empathy. This skill translates directly to experience handling difficult customer and high-stress interactions professionally.
Self-Reliance Specialist
State of Idaho, Department of Health & Welfare
Boise, ID
02.2014 - 06.2023
- Determined eligibility for state benefit programs including, SNAP, HCA, ICCP, and cash assistance for a large caseload of clients, maintaining quality standards and strict deadlines.
- Conducted in-person and phone interviews to gather, verify, and interpret sensitive client information in compliance with complex state and federal policies.
- Expertly de-escalated high-stress client situations, demonstrating exceptional empathy and interpersonal skills.
- Maintained accurate case documentation and demographic data using automated case management systems.
- Lead Processor: Personally completed assigned tasks in a timely manner while providing regular feedback and progress updates to supervisors, ensuring the team stayed on track and all work was processed within required deadlines.
- Mentor: Mentored employees after their in classroom training period until they were approved to work on their own and provided feedback to supervisor on employees progress.
Appointment Scheduler
Seasons of Hope
Pocatello, ID
11.2012 - 03.2013
- Managed front desk operations including client intake, multi-line phone system, scheduling for clinicians, PSR workers, nurses, and speech therapists.
- Collaborated with medical staff to prioritize appointments based on patient needs and availability.
- Coordinated weekly transportation for all client appointments and provided Spanish interpretation services for clinical staff.
- Maintained organized filing systems and performed insurance verification.
Health Information Clerk
Idaho Urologic Institute
Meridian, ID
04.2012 - 09.2012
- Processed and scanned medical records into electronic health records system in compliance with HIPPA regulations.
- Handled medical records requests, payments receivable and general receptionist duties.
- Made outbound reminder calls to patients regarding upcoming appointments.
Medical Records Receptionist
Power County Family Clinic
American Falls, ID
06.2011 - 06.2012
- Organized and mainlined medical records on a daily basis, ensuring accurate filing and easy retrieval in compliance with office procedures.
- Performed both clinical and clerical duties: taking patients vital, collected and tested urine samples, and sterilized medical instruments.
- Managed patient scheduling, insurance eligibility verification, charge entry, co-payment collection, daily deposits, and referral coordination.
- Assisted with Health Connection Referrals
- Outbound reminder calls to patients regarding upcoming appointments.
Customer Service Sales Representative
R&L Communications
American Falls, ID
10.2008 - 10.2009
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Collaborated with team members to streamline sales processes and improve service delivery.
- Processed customer payments, maintained bookkeeping records (contracts, accounts receivable, daily balance sheet, bank deposits).
Medical Records Clerk
Portneuf Family Medicine
Pocatello, ID
02.2007 - 05.2008
- Answered multi-line system and assisted with basic patient interactions.
- Organized and maintained medical records on a daily basis, ensuring accurate filing and easy retrieval.
- Sorted and distributed incoming mail and medical records to the appropriate physicians, ensuring critical patient information reached providers in a timely manner.
Education
High School Diploma -
American Falls High School
American FallsSkills
- Friendly, positive attitude
- Empathy and Patience in high-stress client interactions
- Teamwork and collaboration
- Customer service
- Critical thinking and Problem-solving
- Administration and Case Management
- Policy Interpretation and Compliance
- Bilingual in English/Spanish
- De-escalation and Conflict Resolution
- Data Entry
- Microsoft Office
- HIPPAA compliant
- Organizational and time management
Languages
Spanish
Native or Bilingual
Timeline
Homemaker
Career Break
06.2023 - Current
Self-Reliance Specialist
State of Idaho, Department of Health & Welfare
02.2014 - 06.2023
Appointment Scheduler
Seasons of Hope
11.2012 - 03.2013
Health Information Clerk
Idaho Urologic Institute
04.2012 - 09.2012
Medical Records Receptionist
Power County Family Clinic
06.2011 - 06.2012
Customer Service Sales Representative
R&L Communications
10.2008 - 10.2009
Medical Records Clerk
Portneuf Family Medicine
02.2007 - 05.2008
High School Diploma -
American Falls High School