Hazel Batiste
Chowchilla
Summary
Diligent Customer Service Representative with solid background in customer service and problem resolution. Skilled in handling high-volume inquiries and efficiently addressing customer needs. Demonstrated abilities in active listening and effective communication to enhance customer satisfaction.
Overview
21
21
years of professional experience
Work History
Service Center Representative
Pinnacle Claims Management
06.2023 - Current
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed service requests using CRM software to track interactions and improve response times.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Participated in ongoing training initiatives to stay current with industry best practices and enhance job performance.
- Managed high call volumes while maintaining professional demeanor and strong attention to detail.
- Utilized multiple software applications simultaneously for efficient data entry and record-keeping purposes during calls.
- Assisted customers in navigating company website and online resources, improving their ability to access information independently.
- Demonstrated adaptability and flexibility in managing shifting priorities and adjusting workload to accommodate high call volume periods during peak seasons.
- Contributed to the achievement of team goals through consistent personal performance metrics surpassing objectives.
- Established rapport with customers, fostering trustful relationships that enabled successful resolution of issues or concerns.
Temporary Member Level Processor Associate
SpectraForce Technologies
11.2022 - 02.2023
- Verify the accuracy of entered data against source documents
- Assist with related clerical duties to support unit or office on an as-needed basis
Health Concierge
Aetna Insurance/CVS Health
12.2017 - 05.2022
- Answer and document all incoming calls regarding health insurance benefits, claims and provider inquiries.
- Make outbound calls to providers/pharmacies to advocate for the members regarding claim discrepancies, appointment setting, benefit verification and network issues.
- Conduct outbound calls to members to follow-up/complete any pending issues.
- Work with multiple departments to assist with resolving issues outside of my scope of expertise.
Temp to perm Health Concierge
Rose International
07.2017 - 12.2017
- Trained on multiple systems to verify medical benefits, claims status, provider search, referrals, prior authorizations, etc.
- Answer and document all incoming calls regarding health insurance benefits, claims and provider inquiries.
- Make outbound calls to providers/pharmacies to advocate for the members regarding claim discrepancies, appointment setting, benefit verification and network issues.
- Conduct outbound calls to members to follow-up/complete any pending issues.
- Work with multiple departments to assist with resolving issues outside of my scope of expertise.
Call Center Agent
Alorica
08.2016 - 07.2017
- Answer and document all incoming calls regarding cell phone bills/upgrades
- Process payments
- Troubleshoot issues with equipment such as cell phones, mobile hotspot, etc.
- Warm/cold call routing
Nutrition Aide/Dietary Clerk/Nutrition Assistant
Madera Community Hospital
12.2010 - 08.2016
- Nutrition Assistant: Work closely with the Registered Dietitian screening patients for food preferences, likes, dislikes, & allergies, entering said information into Computrition, supervising and making sure all trays sent up by the Diet Clerk, matches Meditech orders and specific diets assigned to patients by Dietician. Review patient files to determine acuity levels.
- Diet Clerk: Answer incoming calls, enter patient information in computer, check food temperature before serving, check patient trays to make sure everything is matching the tray ticket. Assemble and gather all nourishments.
- Nutrition Aide: Wash, Sanitize and put away all dishes, pots and pans. Help set up trays for patients and deliver meals to the appropriate stations.
Temporary Call Center Representative
Superior Staffing
11.2006 - 07.2009
- Answer and document all incoming calls.
- Assist members with Medi-Cal benefit inquiries.
- Assist providers with Medi-Cal billing, policy/procedures, claim status, ordering claim forms/supplies.
Medical Assistant
Tracy Urgent Care
03.2005 - 06.2006
- Appointment setting, labeling & filing files, room and prep patients, take patient vitals, conduct laboratory test such as: urinalysis, step throat and drug testing
- Administer injections, draw blood, fit patients for wrist guards, cleanse & dress wounds, assist physician with various procedures, set up trays for those procedures, conduct EKGs and vision test.
Education
High School Diploma - General Education
Tracy Adult School
Tracy, CADiploma - Medical Assistant
Bryman College
Hayward, CAE.C.E Units - Early Childhood Education
San Jose City College (Center for Employment Training)
San Jose, CAE.C.E Units - Supervision/Administration
San Jose City College (WestMed)
San Jose, CASkills
- Responsible, efficient and flexible
- Five plus years experience working in a high volume, fast-paced, call center setting with a typing speed of 40 plus WPM
- Skilled at interacting with customers of all backgrounds
- Ability to elicit confidence and build rapport
- Hard worker, quick learner and ability to assume responsibility
- Eager to further knowledge and skills
Timeline
Service Center Representative
Pinnacle Claims Management
06.2023 - Current
Temporary Member Level Processor Associate
SpectraForce Technologies
11.2022 - 02.2023
Health Concierge
Aetna Insurance/CVS Health
12.2017 - 05.2022
Temp to perm Health Concierge
Rose International
07.2017 - 12.2017
Call Center Agent
Alorica
08.2016 - 07.2017
Nutrition Aide/Dietary Clerk/Nutrition Assistant
Madera Community Hospital
12.2010 - 08.2016
Temporary Call Center Representative
Superior Staffing
11.2006 - 07.2009
Medical Assistant
Tracy Urgent Care
03.2005 - 06.2006
Diploma - Medical Assistant
Bryman College
E.C.E Units - Early Childhood Education
San Jose City College (Center for Employment Training)
E.C.E Units - Supervision/Administration
San Jose City College (WestMed)
High School Diploma - General Education
Tracy Adult School