Summary
Overview
Work History
Education
Skills
Certification
KEY ACHIEVEMENTS
STRENGTHS
Timeline
Generic

DESTINEE QUINTANA

Dinuba,CA

Summary

Dynamic professional skilled in managing customer interactions and swiftly resolving issues to enhance overall satisfaction. Expertise in leveraging effective communication and empathy to cultivate strong, lasting relationships with clients. Proven history of achieving high customer satisfaction rates and fostering brand loyalty through attentive service and proactive problem-solving. Committed to delivering exceptional experiences that drive customer retention and business growth.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

CVS Aetna
05.2025 - Current


  • Respond to inbound calls and inquiries from members,providers and other parties regarding benefits, claims, eligibility, billing, and prior authorizations
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted patients in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
  • Resolve accurate, consistent, and timely information using multiple systems and resources.

Care Coordinator

Family HealthCare Network
10.2021 - Current


  • Central point of contact for patients, families, and healthcare providers, ensuring clear communication regarding treatment plans, medication changes, and upcoming appointments.
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
  • Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.

Chronic Care Management Specialist

Family HealthCare Network
10.2020 - 10.2021
  • Pivotal role in improving the health and well-being of patients with chronic conditions.
  • Regularly contacting patients via phone to monitor their health status, address concerns, and provide education on self-management strategies.
  • Collaborating with other healthcare providers, specialists, and community services to ensure coordinated care for patients with complex needs.
  • Conducting thorough reviews of patients with chronic conditions, identifying potential risks, and developing individualized care plans with measurable goals.

Medical Assistant

Family HealthCare Network
09.2017 - 10.2020
  • Integral part of the healthcare team, providing essential support to physicians and ensuring the smooth operation of our medical practice.
  • Managed a patient load of 30+ patients per day, providing clinical support.
  • Performed clinical duties including taking patient histories and vital signs, assisting with exams, preparing patients.
  • Assist with prior authorizations, referrals, and insurance verification.

Education

Medical Assistant -

Boston Reed
01.2014

High School Diploma -

Dinuba High School
05-2009

Skills

  • Effective communication
  • Time management
  • Detail-oriented data management
  • Strong organizational skills
  • Customer Service
  • Team collaboration
  • Clinical Knowledge
  • Confidentiality
  • Leadership
  • Call center experience
  • Organized scheduling coordination
  • CRM software
  • Critical thinking

Certification

  • CMA - Certified Medical Assistant

KEY ACHIEVEMENTS

  • Patient Engagement: Increased patient engagement and compliance with care plans by 30% through personalized follow-up and support.
  • Improved patient outcomes: Successfully coordinated care plans for patients with chronic conditions, resulting in a 25% reduction in hospital readmissions.
  • Multidisciplinary Collaboration: Facilitated effective communication and collaboration among healthcare providers, ensuring comprehensive and cohesive patient care.

STRENGTHS

  • Adaptability: Adapted to new workflow processes, improving team efficiency and reducing patient wait times.
  • Technical skills: Skilled in using data analysis tools like Microsoft Excel and Google Sheets to track and analyze patient data. Familiar with various healthcare apps and software.
  • Time Management: Effectively prioritized tasks during high demand periods, ensuring that critical patient needs promptly addressed.

Timeline

Customer Service Representative

CVS Aetna
05.2025 - Current

Care Coordinator

Family HealthCare Network
10.2021 - Current

Chronic Care Management Specialist

Family HealthCare Network
10.2020 - 10.2021

Medical Assistant

Family HealthCare Network
09.2017 - 10.2020

Medical Assistant -

Boston Reed

High School Diploma -

Dinuba High School

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