Elaine Hack
South Gate,CA
Summary
Sales support–focused operations professional with 9+ years of experience managing customer pipelines, order fulfillment, insurance-related workflows, and escalations within healthcare and retail environments. Proven ability to manage high-volume queues, prioritize urgent accounts, and support sales objectives through proactive communication, accurate documentation, and cross-functional collaboration.
Overview
10
10
years of professional experience
Work History
Customer Service Operations Representative II
Advanced Diabetes Supply
Remote, CA
10.2021 - Current
- Manage an active queue of patient accounts, conducting weekly and as-needed outbound follow-ups to support order progression through eligibility, insurance, documentation, and fulfillment stages.
- Support customer maintenance and sales-related workflows by confirming coverage requirements, documentation status, and order readiness.
- Monitor order and billing status across internal systems (EV and FMS) to identify delays, financial holds, or documentation gaps and escalate appropriately.
- Communicate proactively with patients regarding online orders, insurance requirements, and fulfillment timelines to prevent pipeline stagnation.
- Prioritize high-volume workloads based on urgency, patient needs, and business impact to support timely order completion.
- Serve as a primary point of contact for escalations and urgent matters, coordinating with internal teams via Microsoft Teams and Outlook.
- Maintain accurate documentation across systems in compliance with HIPAA and internal standards.
Wellness Coordinator
The Joint Chiropractic
South Gate, Downey, CA
04.2018 - 10.2020
- Managed inbound calls and routed communications to appropriate departments to support daily operations.
- Tracked attendance, participation, and performance data to support operational reporting and planning.
- Assisted with budgeting, purchasing, and administrative coordination.
- Responded to customer inquiries regarding wellness programs, services, and scheduling.
Front End Supervisor
Ross Dress for Less
South Gate, Commerce, Huntington Park , CA
04.2016 - 04.2018
- Supported sales goal achievement through customer service improvements, team leadership, and operational efficiency.
- Trained and supervised team members to meet sales, productivity, and service targets.
- Resolved customer concerns and escalations promptly to maintain satisfaction and retention.
- Adjusted workflows and staffing to meet operational and productivity goals.
Education
High School Diploma -
Linda Esperanza Marquez High School
Huntington Park, CA06-2015
Skills
- Sales Support & Customer Maintenance
- Order Fulfillment & Pipeline Management
- Queue & High-Priority Account Management
- Escalation & Urgent Issue Resolution
- Insurance & Eligibility Familiarity
- Outbound Customer & Patient Communication
- CRM & Internal Systems: EV (daily), FMS, Parachute
- Microsoft Teams & Outlook (OPS Communication)
- HIPAA Compliance & Documentation Accuracy
- Time Management & Task Prioritization
- Operational and administrative support for sales and production teams across multiple locations
Timeline
Customer Service Operations Representative II
Advanced Diabetes Supply
10.2021 - Current
Wellness Coordinator
The Joint Chiropractic
04.2018 - 10.2020
Front End Supervisor
Ross Dress for Less
04.2016 - 04.2018
High School Diploma -
Linda Esperanza Marquez High School