BRIAN CHAVEZ
San Antonio,US
Summary
Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Overview
8
8
years of professional experience
Work History
Member Experience Specialist
Homeward Health
11.2025 - Current
- Handled customer communications via inbound calls, outbound calls, and text messaging
- Educated members on Homeward Health services and benefits to ensure members have a well rounded understanding of the services and benefits we provide
- Appointment scheduling
- Maintained accurate records of all member communications, ensuring seamless coordination and collaboration between departments
- Provided ongoing support to members by promptly answering inquiries and offering tailored assistance when needed
- Boosted membership retention rates through consistent follow-up and timely resolution of concerns
- Participated in regular team meetings focused on sharing best practices and identifying opportunities for further enhancements to the overall member experience journey
- Established strong relationships with members through proactive communication efforts, building trust and loyalty over time
- Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly
- Maintained strict adherence to HIPAA guidelines and patient privacy standards across all daily operations
- Creating patient cases with a high attention to detail and accuracy to ensure members needs/questions are met and answered
Customer Care Representative
CVS Caremark
08.2022 - 03.2025
- Managing member's pharmacy benefit for commercial insurance plans
- Inbound/outbound calls to members
- Placing orders for member's prescriptions through our mail order pharmacy
- Educating members on coverage and copay information for prescription medications/devices
- Making outbound calls to retail pharmacies to provide member processing information for prescription medications/devices to ensure claims pay out
- Sending prior authorization requests to provider's offices
- Assisting member's with registration for their online Caremark.com account to ensure member has the tools to be educated on their plan and to manage their plan independently
- Ordering ID cards for members
- Sending prescription requests to provider's offices
- Ensuring all member contact information is up to date and correct such as phone number, email, and home address
- Providing support to coworkers via Microsoft Teams chat by answering questions they may have with assisting members
- Documenting a detailed and accurate call summary on every member's account for each call
Customer Service Representative
Carenet Health/Molina Healthcare
09.2021 - 08.2022
- Medicare member services department
- Prior authorization department
- Outbound/inbound calls with members
- Educating members on their insurance plan and benefits
- Providing coverage info and cost for medical procedures and office visits to members
- Providing information for in network facilities and providers to members
- Inbound calls from provider’s offices
- Checking prior authorization statuses for medical procedures
- Sending prior authorization requests to providers offices
- Providing prior authorization details to providers offices
- Documenting a detailed and accurate call summary on every member's account for each call
Delivery Driver
Pizza Hut
12.2018 - 06.2021
- Placing customer orders over the phone
- Placing customer orders in store
- Making/prepping all food items
- Driving deliveries to customers
- Maintaining a clean store
- Cash handling
Education
High School Diploma - undefined
Southwest High School
San Antonio, US06.2018
Skills
- Salesforce
- Customer Service
- Call Center
- HIPAA
- Active Listening
- Documentation
- Cash Handling
- Order Processing
- Microsoft Office
- Scheduling
- Athena
- Steward
Timeline
Member Experience Specialist
Homeward Health
11.2025 - Current
Customer Care Representative
CVS Caremark
08.2022 - 03.2025
Customer Service Representative
Carenet Health/Molina Healthcare
09.2021 - 08.2022
Delivery Driver
Pizza Hut
12.2018 - 06.2021
High School Diploma - undefined
Southwest High School