Andrea Portley
Naples,TX
Summary
Dynamic professional with a proven track record at Health Care Service Corporation, excelling in customer advocacy and PSM coordination. Mastered the art of adaptability and communication, significantly enhancing customer satisfaction and team efficiency. Demonstrated expertise in process improvement and employee development, achieving and surpassing set goals with a service-oriented mindset.
Overview
9
9
years of professional experience
Work History
Customer Advocate II
Health Care Service Corporation
03.2023 - Current
- Provided superior customer service to clients
- Met monthly goals and quotas
- Performed research to solve inquiries
- Followed departmental guidelines to resolve inquiries
- Always met or exceeded performance metrics
- Sought out voluntary opportunities to help team members or new hires shadow to learn job requirements
Medical Records Clerk
09.2022 - 02.2023
- Set up patient charts and documented information in various company software.
- Accurately entered patient information into electronic health record systems.
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
- Retrieved medical charts for healthcare staff for filing in medical records.
- Scanned and validated medical records for upload.
- Maintained complete confidentiality in accordance with organization and legal requirements.
- Scanned incoming documentation.
- Scanned paper records into digital format.
- Maintained a secure filing system for confidential documents.
- Assisted patients with requests for their medical records, guiding them through the process.
- Scanned and converted paper records to digital format, ensuring clear and legible documents.
- Observed confidentiality and safeguarded all patient-related information.
Texas Works Advisor
08.2021 - 07.2022
- Reviewed client information to determine continuing program eligibility.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
- Entered client information and files into databases for further review and tracking.
- Managed intake of new claims and performed routine follow-ups.
- Identified and verified income and resources to document financial status of applicants and determine eligibility.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Explained reasons behind application denials and recommended further action.
- Calculated benefit levels and timespan of program eligibility based on established factors.
- Communicated directly with applicants to share program requirements, benefits, appeals process and other information.
- Interviewed applicants and family members or authorized parties to collect information related to identifying need for program benefits.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
Customer Advocate II
Health Care Service Corporation
01.2018 - 08.2021
- Actively sought out ways to improve current processes related to customer experience.
- Consulted with customers to discuss concerns and offer detailed information.
- Developed strong relationships with customers by providing timely responses and solutions.
- Tracked progress on open cases and updated customers regularly on status changes.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Ensured all customer inquiries were addressed promptly and accurately.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Exceeded established service goals while leveraging customer service, and employee management best practices.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Maintained a high level of professionalism while communicating with customers via all channels.
PSM Coordinator
Pilgrims Pride Corp
Mount Pleasant, TX
08.2015 - 06.2016
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Interpreted and explained work procedures and policies to brief staff.
- Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Monitored project progress and provided updates to stakeholders.
- Researched and prepared reports required by management or governmental agencies.
- Delegated work to staff, setting priorities and goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Issued work schedules, duty assignments and deadlines.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Ensured compliance with company policies and procedures related to project management activities.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
Masters Degree - Education
Northcentral University
Scottsdale, Arizona05-2025
Skills
- Adaptability
- Patience
- Attention to Detail
- Communication
- Educating customers
- Customer services
- Resolving conflicts
- Service-oriented mindset
- Benefits determination
- Decision-making
- Employee development
- Employee motivation
- Training and mentoring
- Processes and procedures
- Priority management
- Customer service
- Task delegation
- Performance management
- Goal oriented
- Change management
- Verbal and written communication
- Risk management
- Process monitoring and improvement
- Attention to detail
- Safety protocols
- Project planning
- Expectation setting
References
Available upon request.
Leadership Experience
First Vice President, Zeta Phi Beta Sorority Inc, Gamma Kappa Zeta Chapter, Responsible for membership – recruiting new members and helping inactive members return to organization. In this position you have to be a people person and adapt to people’s communication styles.
Communication Skills
I've taken leadership courses in educational settings as well as at my sororities national conference. Also have taken courses during employee development time.
Affiliations
- Zeta Phi Beta Sorority, Inc.
Zeta of the year 2021-2022
Timeline
Customer Advocate II
Health Care Service Corporation
03.2023 - Current
Medical Records Clerk
09.2022 - 02.2023
Texas Works Advisor
08.2021 - 07.2022
Customer Advocate II
Health Care Service Corporation
01.2018 - 08.2021
PSM Coordinator
Pilgrims Pride Corp
08.2015 - 06.2016
Masters Degree - Education
Northcentral University
Similar Profiles
Kiontae GillamKiontae Gillam
State Tested Nursing Assistant at Health Care Service CorporationState Tested Nursing Assistant at Health Care Service Corporation
KATIE DUHARTEKATIE DUHARTE
Project Analyst III at Health Care Service Corporation, HCSCProject Analyst III at Health Care Service Corporation, HCSC
Kasey ZartunKasey Zartun
Customer Advocate at Health Care Service Corporation, HCSCCustomer Advocate at Health Care Service Corporation, HCSC
Shane StephensonShane Stephenson
Business Consultant at Health Care Service Corporation, HCSCBusiness Consultant at Health Care Service Corporation, HCSC
Dylan SullivanDylan Sullivan
Chemistry Student at Western Washington UniversityChemistry Student at Western Washington University