Elizabeth Duran, CPC-A
Fresno,CA
Summary
Human resources contact center support analyst with a proven record at Adventist Health System delivering customer service and resolving complex issues. Skilled in HIPAA compliance and training development. Identified process improvements that enhanced operational efficiency and supported team performance.
Overview
15
15
years of professional experience
Work History
HUMAN RESOURCES CONTACT CENTER SUPPORT ANALYST
Adventist Health System
Roseville, CA
01.2024 - 03.2026
- Managed escalated inquiries promptly and recorded key details for documentation.
- Used knowledge base and assigned resources to resolve questions accurately; fixed issues and updated knowledge base content.
- Applied strong understanding of techniques, processes, and procedures to complete job tasks.
- Researched issues quickly when knowledge base did not provide immediate resolution; resolved, routed, or escalated issues in timely manner.
- Delivered strong customer service through active listening and clear communication.
- Resolved and escalated operational and technical issues; adjusted existing tools or processes as needed.
- Identified process and procedure improvement opportunities; supported continuous improvement teams and trained new associate analysts.
- Completed additional job-related duties as assigned.
- Responded to escalated inquiries with efficiency while documenting relevant details.
- Applied knowledge base guidance and approved resources to resolve inquiries accurately; corrected problems and refreshed knowledge base entries.
- Drew on strong knowledge of techniques, processes, and procedures to support job performance.
- Investigated issues quickly when immediate resolution was unavailable; routed or escalated issues without delay.
- Provided high-quality customer service through strong listening and communication skills.
- Handled operational and technical issues, including process or tool adjustments, with appropriate decision-making impact.
- Contributed to process improvement efforts, team planning, and new associate analyst training.
- Performed additional job-related duties as assigned.
- Efficient handling of escalated inquiries supported accurate documentation of key details.
- Accurate inquiry resolution resulted from knowledge base use and resource review; problem resolution and knowledge base updates followed.
- Comprehensive understanding of techniques, processes, and procedures supported effective job execution.
- Quick issue research enabled timely resolution, routing, or escalation when knowledge base guidance was insufficient.
- Customer service quality improved through strong listening and communication during issue handling.
- Operational and technical issues were resolved or escalated, with existing tools and processes adjusted as needed.
- Process improvement opportunities were identified, continuous improvement work was supported, and new associate analysts received training assistance.
- Additional job-related duties were completed as assigned.
INTAKE SPECIALIST
Advanced Diabetes Supply
Carlsbad, CA
02.2021 - 01.2024
- Provided customer service by answering, screening, and processing high-volume calls through Webex by Cisco call system.
- Calculated and processed insurance benefits using Medicare guidelines and Excel formulas.
- Handled escalated inquiries to support patient satisfaction and resolve concerns promptly.
- Interviewed prospective patients and gathered personal information to determine eligibility.
- Collected credit card payments to complete patient transactions.
- Updated patient information in EV software to maintain billing accuracy.
- Obtained clinical information from providers to create authorizations and referrals.
- Supported continuous improvement teams and maintained knowledge of diabetes monitor programming.
- Consistently met sales quota of 150+ ships monthly to support company sales.
- Protected patient privacy by maintaining confidentiality, integrity, and compliance with HIPAA regulations.
CUSTOMER SERVICE MANAGER
Vista Printing
Vista, CA
03.2016 - 02.2021
- Mentored new employees on procedures and policies to maximize team performance.
- Evaluated employee job performance and motivated staff to improve productivity.
- Entrusted with company key assisting employees with timecard punches.
- Implemented and leaded Team meetings to ensure customer and production deadlines.
- Provided exceptional customer service answering incoming calls, emails, and online
- Customer service requests within designated turnaround time.
- Assisted customers with processing payments or establishing term conditions to bring
- Accounts current.
- Evaluated and authenticated returns, exchanges and voids.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed strong customer relationships to encourage repeat business.
HUMAN RESOURCES ASSISTANT
Angel Printing
Oceanside, CA
07.2011 - 03.2016
- Guided new hires through orientation and onboarding and explained documentation
- Requirements to facilitate HR process.
- Created, organized and maintained employee personnel files to keep sensitive data
- Secure.
- Handled sensitive employee and company information with highest level of confidentiality
- And discretion.
- Filed documents, delivered mail and performed bookkeeping to facilitate office
- Operations of HR department.
- Crossed trained and assisted with accounts receivable and accounts payable
- Maintaining accuracy.
- Assisted with planning, organizing and coordinating company events.
Skills
- Medical terminology
- HIPAA compliance
- HR information systems
- Leadership adaptability
- Detail orientation
- Active listening
- Decision prioritization
- Time management
- Training development
- Project management
- Problem solving
- QuickBooks and Microsoft Office
- Research collaboration
- Insurance verification
- Patient intake and authorization
Timeline
HUMAN RESOURCES CONTACT CENTER SUPPORT ANALYST
Adventist Health System
01.2024 - 03.2026
INTAKE SPECIALIST
Advanced Diabetes Supply
02.2021 - 01.2024
CUSTOMER SERVICE MANAGER
Vista Printing
03.2016 - 02.2021
HUMAN RESOURCES ASSISTANT
Angel Printing
07.2011 - 03.2016