Summary
Overview
Work History
Education
Skills
Timeline
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Israa ElFarooqui

Richmond,TX

Summary

Dynamic and results-driven professional with extensive experience at Aetna, CVS Health, excelling in member advocacy and quality assurance. Proven ability to resolve complex issues with exceptional communication and empathy, while leveraging technological expertise to enhance service delivery. Committed to fostering positive relationships and improving patient experiences in fast-paced environments.

Overview

6
6
years of professional experience

Work History

Sr. Service Advocate

Aetna, CVS Health
10.2021 - Current
  • Served as the primary point of contact for member service inquiries regarding Medical, Dental and Vision plans, providing expert guidance and resolution via telephone in a fast-paced, high-volume environment.
  • Applied comprehensive knowledge of the Integrated Service Model (ISM) suite of services to address a wide range of member needs with accuracy and empathy.
  • Built trusting relationships by actively listening and taking ownership of member concerns, ensuring full resolution with sensitivity and discretion.
  • Effectively managed multiple service functions and product lines simultaneously, consistently meeting or exceeding key performance indicators.
  • Educated members about services and resources based on their individual needs.
  • Addressed escalated member issues and working to de-escalate situations and resolved issues appropriately.

Front Desk Receptionist

Dr. Amir A. Rasheed MD.PA.
01.2020 - 07.2021
  • Delivered high-quality administrative and customer support in a fast-paced healthcare setting, with a focus on patient experience and operational efficiency.
  • Served as a key liaison between patients, physicians, and clinical staff, using excellent interpersonal and communication skills to manage sensitive or confidential interactions with professionalism and discretion.
  • Provided support to clinical and administrative operations by scheduling, data entry, patient communication, and documentation using Microsoft Office Suite.
  • Resolved patient concerns with empathy and discretion, consistently upholding a patient-first mindset and a strong focus on service excellence.
  • Operated independently and effectively in remote and in-person environments, demonstrating initiative, self-motivation, and adaptability to changing priorities.
  • Collected deposits, fees, and payments.

Education

Health Administration

University of Phoenix
Tempe, AZ

Skills

  • Exceptional communication
  • Medical terminology
  • Phone etiquette
  • Technologically-savvy
  • Administrative expertise
  • Member advocacy
  • Quality assurance
  • HIPAA Compliance

Timeline

Sr. Service Advocate

Aetna, CVS Health
10.2021 - Current

Front Desk Receptionist

Dr. Amir A. Rasheed MD.PA.
01.2020 - 07.2021

Health Administration

University of Phoenix

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Israa ElFarooqui