Fabiola Castaneda
Summary
Health Advisor experienced handling high volume of calls in fast-paced call center environments. Well-versed in answering questions, researching problems and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service.
Overview
18
18
years of professional experience
Work History
Health Advocate Concierge
HCSC
08.2019 - Current
- Facilitated and advocated for client access to services for education, health care, and counseling assistance.
- Implemented outreach strategies to engage clients in community-based services.
- Liaised with supervisor for consultation and evaluation of family service plans.
- Delivered services according to established advocacy and case management protocols and maintained accurate, legible and current documentation.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Resolved problems related to benefits, eligibility and claims.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
Office Manager
Destiny First Home Health Care
04.2016 - 04.2019
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Reported to senior management on organizational performance and progress toward goals.
- Evaluated employee records and productivity and submitted evaluation reports.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Claims Customer Care Representative
Transamerica Life Insurance Company
03.2006 - 04.2015
- Responded to customer inquiries about claims, services, and company information.
- Answered incoming phone calls to articulate claim status to beneficiaries and support current members.
- Completed customer applications and updated records to reflect current information.
- Advised customers on required information for claim submissions to progress applications.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
Education
Working On AAS - Human Resources Management
Collin County Community College District
Wylie, TX12.2024
High School Diploma -
Naaman Forest High School
Garland, TX06.1996
Skills
- Research Abilities
- Inbound Call Management
- Customer Assistance
- Workflow Analysis
- Health Insurance Plan Knowledge
- Data Entry
- Professional Development
- Rewards Programs
- Customer Needs Assessments
- HIPAA Guidelines
- Assist Customers
- Learning coach knowledge
Languages
Spanish
Native or Bilingual
Timeline
Health Advocate Concierge
HCSC
08.2019 - Current
Office Manager
Destiny First Home Health Care
04.2016 - 04.2019
Claims Customer Care Representative
Transamerica Life Insurance Company
03.2006 - 04.2015
Working On AAS - Human Resources Management
Collin County Community College District
High School Diploma -
Naaman Forest High School
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