Summary
Overview
Work History
Education
Skills
Projects
References
Personal Information
Certification
Timeline
Generic

ELISA GARCIA

Reno

Summary

Customer and client service professional with 10+ years in healthcare, insurance, and benefits. Expertise in managing high caseloads in fast-paced environments. Demonstrated planning and problem-solving skills, consistently achieving results and addressing challenges.

Overview

14
14
years of professional experience
1
1
Certification

Work History

CLIENT SERVICES COORDINATOR

mPulse formerly HealthTrio
11.2021 - Current
  • Served as primary post-implementation client contact, coordinating internal and vendor technical teams to resolve client issues.
  • Established and maintained strong partner relationships while managing small projects for product adoption and stability.
  • Resolved escalated customer complaints swiftly and effectively, enhancing overall satisfaction.
  • Coordinated training sessions for new employees on customer service task management.
  • Collaborated with various departments to address and resolve client issues expeditiously.
  • Organized monthly client meetings to discuss needs and provide progress updates.
  • Facilitated communication between technical teams and clients to ensure alignment on project goals.
  • Streamlined processes for issue resolution, contributing to improved client experience.

CLINICAL ASSISTANT (TELE-HEALTH)

Grand Rounds
Reno
01.2016 - 01.2021
  • Achieved promotion from Care Coordinator to Senior Coordinator due to exceptional performance.
  • Recruited to establish and manage Tele-health program effectively.
  • Coordinated referrals and appointments, addressing medication issues and telehealth support for patients.
  • Facilitated collaboration among healthcare professionals to enhance patient care quality.

NV MEDICAID CLAIMS AND PROVIDER ENROLLMENT AGENT

HPE
Reno
01.2015 - 01.2016
  • Guided providers through claim processes to facilitate enrollment and renewals with Nevada Medicaid.
  • Maintained up-to-date knowledge of state regulations, policies, and procedures.
  • Represented office interests to both internal and external customers effectively.
  • Assisted providers with online registrations and password resets to enhance access.
  • Delivered prompt responses to inquiries, resolving issues efficiently to ensure satisfaction.
  • Conducted training sessions for new employees on enrollment processes.

ACCOUNT MANAGER

Employer Benefits, Inc.
Reno
01.2011 - 01.2013
  • Managed benefit plans for 400 individuals and over 100 client organizations.
  • Collaborated closely with owners and Account Executives to enhance service delivery.
  • Oversaw open enrollment, renewals, compliance support, and claims advocacy.
  • Drafted comprehensive proposals outlining services, costs, and benefits for prospective clients.
  • Analyzed client data to identify growth opportunities and strategic improvements.
  • Ensured strict adherence to industry regulations in all client interactions.
  • Resolved customer complaints promptly while maintaining detailed records in CRM system.
  • Developed relationships with key accounts to enhance satisfaction and retention.

INSURANCE AGENT

Menicucci Insurance
Reno
01.2011 - 01.2013
  • Licensed in Health, Life, Property and Casualty insurance in Nevada.
  • Managed a diverse book of business, including small group and individual health insurance plans.
  • Monitored market trends to maintain competitive pricing for existing policies.
  • Maintained accurate records of all insurance transactions within software systems.
  • Simplified complex insurance terminology for improved client understanding.

ENROLLMENT AGENT

Hometown Health
Reno
01.2011 - 01.2013
  • Evaluated policies and procedures for enrollments, recommending necessary improvements.
  • Delivered prompt customer service, quickly resolving inquiries and issues.
  • Assisted customers in completing enrollment forms for programs and services.
  • Conducted quality assurance checks on enrolled documents before submission for approval.

Education

Project Management Certificate -

University of Nevada
Reno, NV
01.2019

High School Diploma - Honors in Speech and Debate

Earl Wooster High School

Skills

  • Client management and relations
  • Process improvement
  • Problem-solving
  • Positive attitude
  • Adaptability and flexibility
  • Collaboration and teamwork
  • Customer service excellence
  • Decision-making skills
  • Independent work ethic
  • Time management strategies
  • Empathy and understanding
  • Google Workspace proficiency
  • Microsoft Office proficiency
  • Salesforce expertise
  • SQL knowledge
  • Jira project management
  • Confluence documentation
  • Slack communication
  • Zoom conferencing skills
  • Zendesk support expertise
  • Technical troubleshooting abilities
  • Account management updates
  • Client relationship building strategies
  • Training and mentoring capabilities
  • Deadline management

Projects

Knowledge Base Creation, Zendesk to Confluence migration, 08/01/18 Confluence Customer Page creation, Layout and Content, 11/01/18 Grand Rounds Virtual Health, Process Coordination Creation, 05/01/19

References

Professional and personal references available upon request.

Personal Information

Marital Status: Engaged

Certification

  • State of Nevada, Life and Health

Timeline

CLIENT SERVICES COORDINATOR

mPulse formerly HealthTrio
11.2021 - Current

CLINICAL ASSISTANT (TELE-HEALTH)

Grand Rounds
01.2016 - 01.2021

NV MEDICAID CLAIMS AND PROVIDER ENROLLMENT AGENT

HPE
01.2015 - 01.2016

ACCOUNT MANAGER

Employer Benefits, Inc.
01.2011 - 01.2013

INSURANCE AGENT

Menicucci Insurance
01.2011 - 01.2013

ENROLLMENT AGENT

Hometown Health
01.2011 - 01.2013

Project Management Certificate -

University of Nevada

High School Diploma - Honors in Speech and Debate

Earl Wooster High School

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