Diana Gunaganti
San Antonio
Overview
8
8
years of professional experience
Work History
Customer Service Agent Sr. (RHRP /Excellence team)
QTC Management
San Antonio
10.2023 - Current
- Worked under the direction of the Supervisor, manager, and Associate Director of Operations to support the Reserve Health Readiness Program (RHRP) through healthcare data accuracy and provider coordination.
- Audited and updated hundreds of medical records using OMS and PRM systems for outpatient services (PHA, MHA, vision, labs, dental).
- Ensured HIPAA-compliant documentation handling and resolved incomplete record issues in MEP.
- Collaborated with providers and internal departments to escalate and resolve discrepancies in documentation, ensuring accurate service member medical readiness status.
- Played a key role in a $1M project by closing out documentation for hundreds of service members who attended group events, using spreadsheets, zip files, and DREAM.
- Logged DHA forms and routed cases to appropriate specialty departments (e.g., HIV, dental) for resolution.
- Responded to healthcare inquiries from service members, LNOs, and providers, aligning with high standards for quality, timeliness, and compliance.
Customer Service Representative (Medicare)
MAXIMUS
08.2022 - 07.2023
- Maintained up-to-date knowledge of CMS regulations and policies as they apply.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns/inquiries such as claims, premiums, deductibles, coinsurances, and copays.
- Reported problems that occur via the online system so the appropriate parties can address them.
- Responded to telephone inquiries within the set departmental staffing and time parameters.
Certified Medical Assistant
New Horizon Community Health Center
01.2022 - 07.2022
- Collaborated with medical providers and administrative personnel to maintain a patient-focused, engaging, and compassionate environment.
- Maintained detailed records of test results by entering data and patient information into NextGen EHR.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collected pertinent data and calculations to aid physicians in interpreting results.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
Donor Support Technician/Phlebotomist
CSL Plasma
04.2018 - 01.2020
- Responsible for efficient and effective plasma collection of over 50 donors per day.
- Educated new donors in English and Spanish on use of therapeutic products made from donated plasma.
- Communicated details of screening and testing process, appointment system, donation fees, center policies, and proper nutrition to donors by adapting to each individual's background.
- Ensured that all donor questions were answered timely, accurately, and professionally.
- Maintained alertness to donors' reactions and assisted with reactions or notified appropriate staff.
- Maintained clean, efficient work environment and ensured sufficient operating supplies and forms were available.
- Followed all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures.
- Maintained confidentiality of all personnel, donors, and center information.
Certified Medical Assistant Intern
Family Medicine & Rehab
06.2017 - 01.2018
- Obtained client's medical history, including medication information, symptoms, and allergies.
- Answered many phone calls in a fast-paced environment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Collected and documented patient medical information such as blood pressure and weight.
- Documented vital signs and health history for patients in clinic environments.
- MMSE (Mini-Mental State Examinations).
- Check faxes as per business need.
Timeline
Customer Service Agent Sr. (RHRP /Excellence team)
QTC Management
10.2023 - Current
Customer Service Representative (Medicare)
MAXIMUS
08.2022 - 07.2023
Certified Medical Assistant
New Horizon Community Health Center
01.2022 - 07.2022
Donor Support Technician/Phlebotomist
CSL Plasma
04.2018 - 01.2020
Certified Medical Assistant Intern
Family Medicine & Rehab
06.2017 - 01.2018
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