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Gabriea Urquiza
Community Outreach Spec I
Mabank,TX
Summary
Enthusiastic individual eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of vendor management and training in implementation utilization. Motivated to learn, grow and excel in our health care. Accomplished in optimizing outreach strategies and improving program operations to maximize effectiveness and resource utilization.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Community Outreach Specialist
Blue Cross Blue Shield Of Texas
06.2019 - Current
- Acted as the primary point of contact of several vendors that aid our department in processing our value- added services. Some of the management activities include scheduling touch base meetings to facilitate communication between management, clinical, operations and vendors.
- Asses current processes and procedures and makes recommendations to improve effectiveness and efficiency.
- Review Policies and Procedures to match with contractual requirements as the policy and procedure representative of our team.
- Implemented new ways to improve our delivery methods and member satisfaction.
- Provided support and resolving issues with complex needs such as vendor payments and annual audit implementations.
- Documented and analyzed performance of the VAS items we offer in order to make proactive decisions about services.
- Developed new processes and working methods to improve our everyday functions as a team.
- Processed VAS items as requested from member interaction by checking FACETS eligibility and claims to view eligibility of VAS gift cards.
- Wrote content for our fiscal year value added services offerings and acted as the primary point of contact for edits and reviews.
- Connected individuals with available and relevant resources.
- Assisted with Call Projects, member interaction and member issues.
- Communicate with our member population and provide education and support as needed.
Health Coordinator
Blue Cross Blue Shield Of Texas
08.2016 - 06.2019
- Outreached to members to complete HRS and HRA screenings for STAR and STAR kids members.
- Assisted members in finding specialists, resources and provide general information about service and case managements programs offered.
- Communicated with service coordinators and case managers about member needs.
- Received and uploaded documents for authorizations and doctor forms needed for screening assessments completed by service coordinators.
- Assisted providers with authorization status for long term services offered and worked with disease management for private duty authorizations.
- Acted as the primary point of contact with the state staff from the PSU department to complete ISP reporting and create and assign children that are coming off the MDCP interest list with STAR Kids.
- Tracked the High Level Needs of MDPC Interest List members.
- Completed call assignment and case task activities to conduct member interaction on a timely manner.
Teller
BBVA Compass Bank
04.2016 - 07.2016
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Assisted in community events organized by the bank to assist customers in opening personal checking and savings accounts.
Client Service Rep
H&R Block
11.2015 - 04.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Assisted in processing payments and provided client with general information regarding tax service
- Conducted outbound calls to remind clients of appointments and educate about programs offered
- Assisted with advertising and marketing to promote general revenue for the business through marketing techniques and outreaching population in the area.
Texas Work Advisor
Health And Human Services Commission
04.2012 - 10.2015
- Communicated with people from various cultures and backgrounds on application process.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Educated clients on eligibility and affordability options by offering insightful information.
- Conducted interviews either by face-face or conducting outbound calls to determine eligibility for financial assistance such as SNAP,Medicaid, TANF and MEPD applications.
- Interviewed applicants and explained scope of different available benefits.
- Worked with clients to make sure they all the supportive documents when completing their application and assisted in contacting several places of employment and such to aid in a faster turn around of application results.
- Processed changes relevant to case files such as address changes, income changes, household changes and budgeted as such.
- Worked with clients to improve life choices and maximize benefits of programs.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Coordinated referrals and direct support for financially needed clients.
- Provided clients with resources available in the community by putting a local resource document together.
- Resolved client’s complaints and appeals received from external sources.
- Experienced in providing general information on programs such as WIC, HIPP and 211 programs.
Specialized Escalation Unit
Maximus
06.2008 - 04.2012
- Specialized Escalation Unit for Eligibility Support 211
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Identified issues, analyzed information and provided solutions to problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Assisted clients in obtaining general information regarding eligibility for benefits such as Medicaid. SNAP, TANF and MEPD.
- Assisted clients in submitting applications and referred to appropriate communities and other contact centers for additional assistance.
- Provided outbound calls to client to verify appointments and educate about programs offered.
- Assisted clients by running troubleshoots, providing general policy information, re-scheduling missed appointments and budget reviews.
- Received complaint and appeals escalated calls and resolved client’s complaints.
Education
High School Diploma -
Mabank High School
Mabank TX 05.2008 - 05.2008
Associate of Arts - Psychology
Trinity Valley Community College
Athens, TX 05.2011 - 05.2011
Social Work
University of Texas in Arlington
Arlington TX 01.2020 - Current
Skills
Program oversight
undefinedSoftware
Adobe
Oracle
Facets
Excel
Timeline
Social Work
University of Texas in Arlington
01.2020 - Current
Community Outreach Specialist
Blue Cross Blue Shield Of Texas
06.2019 - Current
Health Coordinator
Blue Cross Blue Shield Of Texas
08.2016 - 06.2019
Teller
BBVA Compass Bank
04.2016 - 07.2016
Client Service Rep
H&R Block
11.2015 - 04.2016
Texas Work Advisor
Health And Human Services Commission
04.2012 - 10.2015
Associate of Arts - Psychology
Trinity Valley Community College
05.2011 - 05.2011
Specialized Escalation Unit
Maximus
06.2008 - 04.2012
High School Diploma -
Mabank High School
05.2008 - 05.2008
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