Hannah Verdugo
Shawnee,KS
Summary
Detail-oriented Healthcare Customer Service Professional experienced in health plan support and member account management. Resolved customer concerns and enhanced operational efficiency through effective research and collaboration while ensuring compliance with HIPAA guidelines. Focused on maintaining accurate information flow between clients and clinical staff, improving overall client experience.
Overview
1
1
year of post-secondary education
9
9
years of professional experience
Work History
Leasing Agent
Peterson Properties
03.2026 - 08.2026
- Maintained accurate resident account information and processed resident payments.
- Used Yardi to enter, update, and retrieve account and property information and complete administrative tasks.
- Verified resident information and documentation while maintaining accuracy and confidentiality.
- Resolved account and resident concerns through thorough research and effective communication, ensuring resident satisfaction and issue resolution
- Coordinated with internal teams to resolve resident and account-related issues.
- Assisted residents with renewals, required documentation, payments, and next steps.
- Conducted apartment tours for Peterson Properties prospects
- Screened rental applications and verified applicant information
- Explained community policies, fees, and rental terms.
- Responded to resident inquiries and resolved leasing concerns
- Coordinated move-ins, move-outs, and unit turnover schedules to ensure seamless transitions for residents
- Maintained leasing records and updated property files
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Processed applications by conducting background checks and verifying references.
- Inspected vacant units and ensured they were ready for showings.
- Built strong, professional relationships with residents through exemplary service and engagement, enhancing community satisfaction
Reception
Overland Park Veterinary Emergency & Specialty
01.2024 - 03.2026
- Manage high-volume incoming calls and client interactions in a specialty healthcare environment.
- Schedule appointments and coordinate required documentation and information for specialty providers.
- Maintain accurate client and appointment information while managing multiple administrative priorities.
- Coordinated the creation of forms and communicated client requests and concerns to clinical staff to enhance service delivery.
- Maintained accurate client and appointment information while prioritizing multiple administrative tasks to support operational efficiency.
- Collaborated with doctors and clinical staff to resolve client questions and ensure timely follow-up on care inquiries.
Claims Adjuster
GEICO
01.2021 - 01.2024
- Reviewed, evaluated, and adjusted claims to ensure fair and prompt settlements, balancing policyholder needs with company guidelines.
- Reviewed insurance claims, policy information, supporting documentation, and incident details to determine appropriate claim handling.
- Investigated coverage, liability, and damages for complex claim assignments.
- Researched and verified information to resolve discrepancies and clarify claim issues, ensuring timely progression of claims.
- Documented claim activity accurately and maintained detailed records throughout the claims process.
- Reviewed auto claims files using GEICO claims systems and policy guidelines.
- Processed and issued payments in accordance with claim information and applicable policy provisions.
- Communicated with customers and other parties regarding claim status, required information, payment questions, and resolution.
- Negotiated settlements with customers, attorneys, and repair vendors to facilitate fair resolutions and expedite claim closures.
- Referred doubtful coverage issues to senior claims leadership for review.
Warehouse Associate
Cardinal Health
01.2021 - 01.2021
- Selected medication items for accurate order preparation and verified items for accuracy before shipment.
- Scanned inventory using RF handheld devices and warehouse software.
- Executed picking and packing of medical products to maintain shipment schedules. Cardinal Health medical products for shipment.
- Processed medication orders with meticulous attention to detail, ensuring correct fulfillment and minimizing errors.
- Scanned inventory items using RF handheld devices for accurate tracking. using RF handheld devices and warehouse software.
Customer Care Representative
CVS Caremark
01.2018 - 01.2019
- Provided high-volume customer service support to members regarding health insurance plans, benefits, eligibility, prescriptions, copays, and deductibles.
- Managed a high volume of inbound calls while maintaining accuracy, professionalism, and effective communication.
- Resolved customer complaints promptly and professionally.
- Resolved member inquiries about pharmacy benefits, coverage, and prescription processing
- Assisted members with prescription-related questions and pharmacy benefit concerns.
- Ensured confidentiality of protected health information (PHI) during processing. in accordance with HIPAA privacy and confidentiality requirements.
- Verified benefits and eligibility and explained plan information, coverage, and member financial responsibilities.
- Researched member accounts and insurance information to accurately answer questions and resolve account-related concerns.
- Entered and updated member information accurately in computer systems while maintaining detailed account documentation.
- Documented calls in CVS Caremark systems and updated case notes
- Guided callers through refill requests and medication access concerns
- Evaluated customer accounts for accuracy and completeness.
- Provided accurate, valid, and complete information to customers.
- Documented all customer interactions, transactions, comments, and complaints to ensure accurate and accessible records.
- Delivered customer support to a high call load each shift.
Leasing Agent
Peterson Properties
01.2018 - 01.2019
- Leased apartments, collected payments, verified renter qualifications, and maintained accurate resident records to ensure smooth leasing operations.
- Submitted maintenance requests and facilitated resident renewals and property-related inquiries to enhance resident satisfaction.
- Used Yardi for resident and property information and administrative tasks.
Education
Secondary School -
Shawnee Mission Northwest High School
Shawnee, KS 08.2015 - 01.2017
Skills
- Yardi
- Yardi software
- Lease administration
- Application screening
- Resident accounts
- Healthcare Customer Service
- High-volume communication
- Client support
- Health Insurance
- Benefits administration
- Prescription Benefits
- Member Accounts
- Account resolution
- Issue Resolution
- Account Research
- Data Entry
- Records Management
- Documentation
- HIPAA/PHI
- Cross-team communication
- Microsoft Office
- CRM software
- Record maintenance
- Attention to detail
- Relationship building
- Contract review
- CRM software
- Record maintenance
Timeline
Leasing Agent
Peterson Properties
03.2026 - 08.2026
Reception
Overland Park Veterinary Emergency & Specialty
01.2024 - 03.2026
Claims Adjuster
GEICO
01.2021 - 01.2024
Warehouse Associate
Cardinal Health
01.2021 - 01.2021
Customer Care Representative
CVS Caremark
01.2018 - 01.2019
Leasing Agent
Peterson Properties
01.2018 - 01.2019
Secondary School -
Shawnee Mission Northwest High School
08.2015 - 01.2017