Eliana Hernandez
Madera,CA
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Willing to take on added responsibilities to help the team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
7
7
years of professional experience
Work History
MSO SR SERVICE ADVOCATE
Aetna
10.2018 - Current
- Analyzed customers' issues and complaints and initiated corrective actions.
- Greet each customer and solve all issues and complaints via email.
- Maintained up-to-date knowledge of policies/Knowledge Articles.
- Created templates for our team to assist with answering members inquiries.
- Participate in the MSO Member Experience Network Engagement Team.
- Edit and publish the monthly newsletter.
- Enter monthly data into Microsoft PowerPoint and Excel.
- Assist immediate supervisor with new hire interviews.
- Translated CTM calls from English to Spanish.
- Recognized as Team All-Star in April of 2023.
- Participate in the Work Force Management meetings.
- Attend the Fitness Knowledge Article Touch Base meetings.
Front Desk Receptionist
Darin M. Camarena Health Centers - Urgent Care
09.2017 - 03.2018
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Scheduled, coordinated and confirmed appointments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Completed all tasks in compliance with company policies and procedures.
- Collected copayments, processed transactions and updated relevant records.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Helped patients complete necessary medical forms and documentation in English or Spanish.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Education
Bachelors in Business - Human Resources
University of Phoenix
Fresno, CA03.2015
Skills
- Decision-making skills
- Complaint Handling
- Customer service background
- Complex Problem-Solving
- Mentorship
- Data Entry
- Bilingual ( English and Spanish)
Languages
Spanish
Timeline
MSO SR SERVICE ADVOCATE
Aetna
10.2018 - Current
Front Desk Receptionist
Darin M. Camarena Health Centers - Urgent Care
09.2017 - 03.2018
Bachelors in Business - Human Resources
University of Phoenix
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