Gina Pangnhia Vue
Clovis,CA
Summary
Adept at patient advocacy and data entry. Enhanced service delivery and member satisfaction at Aetna by streamlining processes and coordinating care. My problem-solving abilities and expertise in medical insurance benefits and medical claims have consistently improved patient experiences. I bring a proven track record of compassionate support and efficient, detail-oriented service coordination.
Overview
22
22
years of professional experience
Work History
Health Concierge
Aetna
06.2022 - 10.2024
- Evaluated member feedback and made necessary adjustments to processes, ensuring continuous improvement in service delivery.
- Appointment scheduling for improved patient experience and reduced wait times.
- Partnered with external agencies or organizations when necessary, coordinating additional support services for members
- Assisted patients in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Facilitated communication between members and medical professionals, ensuring clarity and understanding for all parties involved.
- Provided compassionate emotional support to members coping with illness or injury, contributing to their overall wellbeing.
- Maintained accurate records of member interactions, ensuring effective communication within the care team.
- Educated members on available resources and programs, empowering them to make informed decisions about their health.
- Coordinated care between multiple departments for seamless transitions and optimal member support.
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Enhanced member satisfaction by providing personalized assistance and addressing their healthcare needs promptly.
- Resolved conflicts and addressed concerns promptly
- Helped members navigate enrollment process and choose appropriate options.
- Resolved problems related to benefits, eligibility and claims.
- Handled more than 30 daily inbound calls from health plan members
- Maintained full and current understanding of available plans, products and services.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Applied administrative knowledge and courtesy to explain benefits and coverage to members
- Engaged with members to provide critical information.
- Helped address member complaints through timely corrective actions and appropriate referrals.
- Organized member records and database to facilitate information storage and retrieval
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
GC
Infinity Institute Inc
09.2018 - 03.2019
- Skilled at working independently and collaboratively in a team environment.
- Organized and detail-oriented with a strong work ethic.
- Responsible for the organizing and daily activities for a group of clients with mental disabilities.
- Planning, organizing, making appointments, collaborating with other entities, and interpreting for clients.
- Daily supervision of clients which included picking them up, completing whichever activity I have planned out for that day, then returning each client back to their residence.
- Teaching/ allowing each client to experience and learn how they can meet their everyday life routine goals such as going to the library, grocery store, or even just the park.
- Observe each client and keep a daily log of activities, with detailed notes.
Customer Support and Sales
Suab Hmoob Productions
12.2006 - 01.2011
- Assisted in managing promotional outside sales events, yearly
- Booth design and set up. Inventory management, sales and payment handling, invoice account records.
- Provided Customer service and support in person and over calls and emails
- Advertising
Inventory Clerk
KMart
09.2005 - 06.2006
- Maintained inventory count, tracked usage, and documented variances.
- Kept detailed records of damaged or defective products, ensuring timely returns or disposals as needed.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues related to inventory.
- Increased productivity through the implementation of an effective barcode scanning system for tracking inventory movement.
- Performed data entry and completed proper paperwork.
- Processed required paperwork to expedite handling of shipped and received goods.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Account Specialist
Attention LLC
11.2002 - 05.2004
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Adhered to standards of quality and service as well as all compliance requirements.
- Prepared and submitted timely invoices, statements and payment reminders for customers
- Developed customized financial solutions for clients, addressing their unique needs and concerns.
Education
High School Diploma - General Studies
Tokay Highschool
Lodi, CA06.2001
Skills
- Patient confidentiality
- Multitasking Abilities
- Medical insurance benefits and knowledge of medical Claims
- Scheduling appointments
- Documentation skills
- Patient Advocacy
- Adaptability
- Dispute Resolution
- Medical Records Management
- Cross-Functional Collaboration
- Interpreting physician orders
- Medical Coding
- Prepare reports
- Educate patients
Languages
English
Native or Bilingual
Timeline
Health Concierge
Aetna
06.2022 - 10.2024
GC
Infinity Institute Inc
09.2018 - 03.2019
Customer Support and Sales
Suab Hmoob Productions
12.2006 - 01.2011
Inventory Clerk
KMart
09.2005 - 06.2006
Account Specialist
Attention LLC
11.2002 - 05.2004
High School Diploma - General Studies
Tokay Highschool
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