DENNISSE BOSA
CVS Caremark
Kissimmee
14
years of professional experience
Results-driven customer service and benefits professional with 10+ years of experience in customer support, healthcare benefits, claims-related inquiries, account management, and team leadership. Skilled in analyzing information, resolving complex issues, maintaining accurate documentation, and collaborating with healthcare providers and business partners. Strong communicator with exceptional attention to detail and bilingual fluency in English and Spanish.
Work History
Customer Care Representative II (Remote)
3 Years 5 Months- Investigate and resolve complex member inquiries by gathering and reviewing information from members, healthcare providers, pharmacies, and internal systems.
- Analyze benefit eligibility, coverage details, and authorization requirements to provide accurate guidance.
- Process medical authorizations while ensuring compliance with healthcare regulations.
- Maintain detailed documentation of customer interactions and case activity.
- Apply critical thinking and sound judgment to resolve customer concerns.
- Handle confidential healthcare information in compliance with HIPAA.
Customer Service Representative (Remote)
6 Months- Provided customer support through phone, email, and chat channels.
- Assisted customers with reservations, flight changes, travel policies, and account inquiries.
- Resolved customer concerns while maintaining high customer satisfaction.
Store Manager
9 Years 7 Months- Managed daily store operations, staffing, scheduling, inventory control, and customer service.
- Led and developed a team of more than 25 employees.
- Implemented sales strategies that increased revenue and customer retention.
- Resolved escalated customer concerns using strong problem-solving skills.
Education
High School Diploma
Skills
Claims Investigation
Benefits Administration
Customer Advocacy
Critical Thinking
Medical Authorizations
Risk Assessment
Case Support
HIPAA Compliance
Conflict Resolution
Data Analysis
CRM Systems
Microsoft Office
Time Management
Bilingual English/Spanish
Languages
Spanish
Full Professional
Timeline
Customer Care Representative II (Remote)
CVS Caremark
01.2023 - CurrentRead More
Customer Service Representative (Remote)
JetBlue Airways
06.2022 - 12.2022Read More
Store Manager
Papaya Clothing
11.2012 - 06.2022Read More
Medardo Carazo High School
High School Diploma
Read More