Hannah Castaneda
Spokane Valley,WA
Summary
Experienced customer service professional with a strong background in the healthcare and health insurance industry. Reliable and dedicated team player, known for a positive demeanor and ability to establish rapport with clients. Committed to maintaining high levels of customer satisfaction and contributing to the overall success of the company.
Overview
16
16
years of professional experience
Work History
Customer Service Professional
Kaiser Permanente Washington
02.2022 - 09.2024
- Handled approximately 100 inbound calls per day regarding health insurance/plans over the telephone
- Researched claims, payment and billing issues including identifying errors and determining what corrective steps needed to be taken to resolve
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction
- Interacted with other departments, physicians or administrators as needed to resolve or escalate when appropriate
- Provided benefit information to members, prospective members, providers, other insurance carriers, agents and brokers, attorneys, employer groups and other member representatives
- Offered web support to members requiring assistance with the online Portal
- Maintained working knowledge of Health Insurance information including updated terminology, government guidelines and requirements
- Interpreted and applied all benefits according to appropriate contract
- Documented all interactions in contract tracking system according to regulatory guidelines
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needed
- Promoted membership retention through proactive outreach and personalized followups during open enrollment
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates
- Resolved escalated member issues professionally, demonstrating empathy and understanding while maintaining company guidelines
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement
Office Assistant/Receptionist
Jacobs Custom Living
06.2019 - 02.2022
- Entered sales invoices for all sales departments
- Ordered all fabrics/ materials needed for projected upholstery jobs
- Scheduled and coordinated regional deliveries
- Scheduled and maintained commercial, residential and auto upholstery projects and awning install schedule using Excel spreadsheets
- Collected payments
- Maintained cleanliness of showroom and kitchen
- Enhanced office efficiency by managing schedules, organizing files, and maintaining clean workspace.
- Greeted customers and directed them to correct dept salesperson
- Maintained working knowledge of product inventory
- Answered multi-line phone
- Ordered and maintained all office supplies
- Made daily phone calls to customers when their project is complete
- Managed warehouse, service and delivery teams
- Collected and resolved end of day reports
Front Desk/Guest Service Associate
European Wax Center
01.2019 - 06.2019
- Verified client information, check in and print correct work ticket for wax specialist
- Scheduled, coordinated and balanced appointments for up to 8 wax specialists each day
- Collected payments
- Explained and sold wax pass savings plans
- Collected patient profile data
- Maintained working knowledge of product information
- Answered multi-line phone
- Verified and confirmed next day appointments by phone or text
- Collected and resolved end of day reports
Customer Service/Scale Operator
Sunshine Disposal
08.2015 - 06.2018
- Greeted customers entering facility
- Entered customer/account information including material for disposal or recycling, vehicle description and weight
- Relayed information via two-way radio as required.
- Wore proper PPE (Hi-Vis clothing, hard hat, mask, etc.)
- Directed customers into appropriate disposal bay
- Assisted in Hazardous Material identification and proper disposal
- Organized, stocked and maintained inbound and outbound scale house
- Weighed out vehicles after drop off and obtained payment
- Completed financial report each evening at close of facility
- Maintained smooth operations by promptly addressing any scale malfunctions or issues
Vocational Program Supervisor
Seven Oaks Community Homes
06.2008 - 01.2015
- Trained and managed 11 staff members
- Obtained ABA certification October 2008
- Developed customized behavioral and vocational programs for developmentally and/or intellectually disabled adults
- Implemented procedures in accordance with state medical protocol
- Charted and entered data using summary & graph computer program
- Monthly presentation of progress notes at Idaho State required client staffings/IEPs
- Responsible for the management and oversight of client financials and workshop petty cash funds.
- Assisted in the front office as needed (filing, multi-line phone, charting, assisting nurses)
Education
1 year - General Theology And Philanthropy
Moody Institute
Chicago, ILSkills
- Customer Service
- Call center experience
- Front Office
- Management
- Clerical Experience
- Time Management
- Data Entry
- Payment Processing
- De-Escalation Techniques
- Quality Assurance
- Technical Support
- Documentation
- Product Knowledge
- Microsoft Outlook
- Scheduling
- Service Upselling
Personal Information
Authorized To Work: US
Languages
English
Interests
- Passionate about balancing physical health with mental and emotional wellness
- Music
- Participating in local clean-up initiatives
- DIY and Home Improvement
- Historical Exploration
- Camping
Timeline
Customer Service Professional
Kaiser Permanente Washington
02.2022 - 09.2024
Office Assistant/Receptionist
Jacobs Custom Living
06.2019 - 02.2022
Front Desk/Guest Service Associate
European Wax Center
01.2019 - 06.2019
Customer Service/Scale Operator
Sunshine Disposal
08.2015 - 06.2018
Vocational Program Supervisor
Seven Oaks Community Homes
06.2008 - 01.2015
1 year - General Theology And Philanthropy
Moody Institute
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