Brenda Hernandez

• Served as subject matter expert in answering questions from colleagues regarding benefits.
• Identified issues, analyzed information and provided solutions to problems.
• Proven ability to learn quickly and adapt to new situations.
• Observed strict procedures to maintain data and plan participant confidentiality.
• Checked employees' benefits enrollment for accuracy and inputted all data into [SaaS and Salesforce].
• Ability to multitask on two screens during member verification process, creating cases, and looking up knowledge articles for different groups
• Implemented open enrollment system to streamline benefits processes for employees.
• Managed up to 25 enrollment processes, as well as yearly enrollment periods.
• Ability to multitask on two screens during member verification process and creating cases

Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.

• Responded to customer inquiries and provided detailed account information.
• Placed over 100 outbound calls daily
• Analyzed customer financial records to determine appropriate payment plan.
• Worked with customer to create debt repayment plan based on current financial condition.
• Established relationships with customers to encourage payment of delinquent accounts.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Maintained accurate records of customer accounts, payments and payment plans.
• Entered client details and notes into system for interdepartmental access and review.
• Contacted customers to discuss past-due accounts and negotiated payment plans.
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• Maintained and managed customer files and databases.
• Provided primary customer support to internal and external customers.
• Gathered and reviewed patient's health information and their current health condition to generate management reports and support team decision-making.
• Responded to customer calls and emails to answer questions about products and services.
• Able to obtain pre authorization's in 3 days
• Updated account information to maintain customer records.
• Processed customer service orders promptly to increase customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Scheduled all DME equipment
• Followed up with health insurance providers for pre authorizations that had been submitted

• Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
• Coordinated driver dispatch to accomplish daily delivery requirements.
• Verified transactions, product orders and shipping dates and entered information into databases and reports.
• Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
• Generated documentation and information required for customer shipments.
• Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
• Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.
• Monitored inbound and outbound freight operations to establish timely delivery of packages.
• Registered vendors and customers on database to maintain updated roster.
• Able to check out up to 10 loads in 1 hour