Casandra Vega
Buckeye,AZ
Summary
Customer Service Lead experienced in high-volume call center operations and administrative leadership. Oversee reporting, scheduling, and customer support processes to maintain service standards. Support remote leadership and operations roles through independent decision-making and reliable cross-team communication.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead
Centene Corporation
Tempe, Arizona
04.2025 - Current
- Handled complex customer inquiries, delivered timely resolutions, and supported customer satisfaction.
- Managed Centene member service calls, resolving complex healthcare benefit questions and ensuring effective escalation support.
- Applied problem-solving skills to improve customer satisfaction and strengthen loyalty.
- Coordinated with departments to support Centene customer issue resolution.
- Monitored team queues and prioritized urgent member requests.
- Monitored customer interactions to identify improvement areas and growth opportunities for the team.
- Facilitated regular performance reviews to enhance team productivity and accountability.
- Mentored new hires, fostering team collaboration and enhancing knowledge retention.
- Designed team-building exercises to improve interpersonal relationships and boost team morale. for peer collaboration
Front Desk Receptionist
Salud Medical
The Bronx, New York
06.2019 - 05.2023
- Coordinated daily appointment schedules to optimize patient flow and minimize wait times.
- Greeted patients at Salud Medical front desk, fostering a welcoming environment through professional and caring communication.
- Answered incoming calls and redirected callers to appropriate personnel, enhancing communication flow within the clinic.
- Addressed patient inquiries promptly, providing accurate information and support.
- Managed retrieval of medical records, ensuring confidentiality and compliance with regulations.
- Verified insurance details and updated patient records in electronic systems.
- Collected and organized patient paperwork to ensure proper documentation. and maintained HIPAA-compliant front desk files.
- Trained new reception staff on Salud Medical procedures and office workflows.
- Coordinated messages between patients, nurses, and providers throughout clinic operations.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Drafted professional business documents, spreadsheets, and correspondence.
- Supported the onboarding process for new hires by preparing workspaces and providing orientation materials.
Medical Records Specialist
Eastchester Urgent care
The Bronx, New York
05.2018 - 06.2019
- Maintained organized patient records to ensure quick access and retrieval.
- Verified patient information to uphold data integrity and confidentiality standards.
- Retrieved, filed, and updated electronic health records for urgent care visits.
- Processed incoming referrals, forms, and release authorizations, facilitating efficient management of medical files.
- Reviewed charts for completeness and accuracy, ensuring proper provider signatures for compliance.
- Protected sensitive health data while following HIPAA and clinic privacy rules.
- Supported front desk and clinical teams with timely chart availability.
- Collaborated with the billing department to ensure accurate coding and timely submissions.
- Reviewed billing documents for accuracy, resolving discrepancies promptly to expedite payments.
- Collaborated with multiple departments to coordinate release of information requests from patients, legal representatives, insurance companies.
- Coordinated mailing of patient records to ensure compliance with requests and maintain timely access to information.
- Monitored progress notes entered into the system by physicians or other healthcare providers.
- Determined and implemented techniques to improve medical records retrieval process.
- Monitored and managed inventory of medical record supplies, such as folders and labels.
- Provided training on the use of electronic health record systems to staff members.
Education
High School Diploma -
Schuyler Ville Preparatory Academy
The Bronx, NYEsthetics Certificate -
Aveda Institute
New York, NYSkills
- Customer service
- Benefits communication
- Insurance verification
- Electronic health records
- HIPAA compliance
- Records management
- Patient intake
- Medical billing
- Appointment scheduling
- Data entry
- Database oversight
- Data verification
- CRM systems
- CRM documentation management
- Microsoft Excel
- Microsoft office
- Queue management
- Task coordination
- Office administration
- Team leadership
- Team building
- Staff training
- Employee development
- Collaboration
- Problem solving
- Analytical thinking
- Bilingual communication
- Employee development
Timeline
Customer Service Team Lead
Centene Corporation
04.2025 - Current
Front Desk Receptionist
Salud Medical
06.2019 - 05.2023
Medical Records Specialist
Eastchester Urgent care
05.2018 - 06.2019
High School Diploma -
Schuyler Ville Preparatory Academy
Esthetics Certificate -
Aveda Institute