Summary
Overview
Work History
Education
Skills
Timeline
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Astrid Murillo Ulate

Salt Lake City,UT

Summary

Dynamic Customer Service Claims Representative with a proven track record at United Healthcare, achieving a 95% customer satisfaction rating. Bilingual in English and Spanish, with expertise in medical claims processing and data analysis. Recognized for enhancing team efficiency through effective coaching and collaboration, resulting in significant improvements in claim accuracy and resolution times. Committed to leveraging skills to optimize customer service operations further.

Overview

5
5
years of professional experience

Work History

Customer Service Claims Representative

United Healthcare
Draper, USA
09.2023 - Current
  • Processed and verified an average of 50+ medical claims daily, ensuring accuracy and adherence to eligibility and benefit requirements, contributing to a 15% reduction in claim errors.
  • Responded to 30+ member and provider inquiries daily via phone and email, achieving a 95% customer satisfaction rating.
  • Collaborated with internal teams to resolve non-claims service requests, reducing resolution time by 10%.
  • Utilized Salesforce and Excel to track data, identify claim issues, and maintain organized records, improving data accuracy by 12%.
  • Supported training initiatives through coaching and presentation creation, assisting in onboarding new team members.

Customer Service Claims Representative

Accenture
Heredia
02.2022 - 04.2023
  • Interpreted insurance policies and applied state laws to ensure accurate claim handling and compliance, maintaining a 98% compliance rate.
  • Reviewed and verified documentation for over 40 account updates, eligibility requests, and claims processing daily.
  • Collaborated with legal teams to manage escalated cases, and reviewed legal documents, contributing to a 20% faster resolution of escalated cases.
  • Built strong relationships with assigned member accounts, supporting IRA and health claim resolutions, and achieving a 90% first-call resolution rate.

ML Data Associate

Amazon
05.2020 - 12.2021
  • Analyzed and labeled video and image data, contributing to a 10% improvement in machine learning model accuracy.
  • Performed remote inventory tasks, ensuring accurate tracking of products.
  • Maintained high data quality standards in a fast-paced environment, achieving a 99% data accuracy rate.
  • Collaborated with product and engineering teams to provide feedback, improving data annotation tools and processes, and reducing processing time by 5%.

Education

Certificate - Medical Billing & Coding

AAPC
Utah Valley, UT
05.2025

International Baccalaureate Program -

Gregorio Jose Ramirez High School
12.2019

Skills

  • Bilingual: English & Spanish
  • Medical Claims Processing
  • Insurance Verification
  • Member & Provider Support
  • Claims Auditing & Resolution
  • Salesforce CRM
  • Microsoft Office Suite
  • HIPAA Compliance
  • Data Entry & Documentation Accuracy
  • Fast Learner & Adaptable
  • Customer Service and Call Center Support
  • Data Analysis
  • Reporting
  • Call Calibration
  • Coaching
  • Project Deliverables
  • KPI Management
  • Quality Assurance
  • Technical Project Support
  • Customer Experience (CX)
  • AI Tools

Timeline

Customer Service Claims Representative

United Healthcare
09.2023 - Current

Customer Service Claims Representative

Accenture
02.2022 - 04.2023

ML Data Associate

Amazon
05.2020 - 12.2021

Certificate - Medical Billing & Coding

AAPC

International Baccalaureate Program -

Gregorio Jose Ramirez High School

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