Jason Bolanos
Costa Mesa,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical and customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Tier 2 Research / Technical Support Associate
Optum / United Health Group
Cypress, CA
03.2015 - 06.2022
- Conducted independent research to validate efficacy of solutions, assimilate results and prepare written technical reports
- Increased customer satisfaction by resolving issues
- Maintained excellent attendance record, consistently arriving to work on time
- Handled calls to address customer inquiries and concerns
- Worked with customers to understand needs and provide basic IT support and trouble shooting service
- Performed extensive analysis and documentation on potential HIPAA related risks while created and participated in corrective procedures correlating with the product management team
- Researched and investigated information received from various sources related to member Rewards program, eligibility, insurance coverage, provider, claims information and documented the findings
- Collaborated with internal departments/management to resolve complex issues and coordinated detailed documented responses to our members/providers
Health Care Advisor
Optum/United Health Group
Cypress, CA
06.2019 - 10.2020
- Utilized ICUE/CDB/Salesforce to manage and confirm patient data, such as insurance, demographic and medical history information.
- Collected and organized data using ICUE / Salesforce.
- Created and optimized records management to coordinate and protect information.
- Worked with customers to understand needs and provide detailed lists of in/out of network providers and facilities for various services.
- Followed up with customers on unresolved issues.
- Collaborated with claims department to resolve claims inquiries for customers.
- Read over insurance policies to ascertain levels of coverage and provide customers with detailed information in regards to copays, procedure estimates, and costs.
Senior Customer Service Representative
Optum / United Health Group
Cypress, CA
10.2014 - 03.2015
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Engaged clients over the phone to answer questions and address complaints
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Researched and rapidly resolved client conflicts to maintain several key accounts
- Reduced average call time with optimal call control and efficient use of internal knowledgebases
- Maintained accurate and current customer account data with digital information updates
Medical Assistant
HealthCare Partners
Huntington Beach, CA
06.2011 - 07.2013
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted
- Oriented and trained new staff on proper procedures and policies
- Completed clinical procedures and gathered patient data for interpretation by physician
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history
- Explained procedures to patients to reduce anxieties and increase patient cooperation
- Maintained detailed records of test results by entering data and patient information into computer
- Implemented care and efficiency improvements to support and enhance office operations
- Sanitized, restocked and organized exam rooms and medical equipment
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions
- Prepared blood, urine, stool and sputum lab specimens for diagnostic evaluation
Education
GED -
American Career College
Los Angeles, CA05.2011
Skills
- Research Support
- Multi-tiered Support Systems
- Claims investigation and research
- Researching issues
- Computer-aided support
- Basic IT support
- Technical support knowledge
- Diagnostic equipment expertise
- Medical Records Management
- Electronic health records
- Patient-focused care
- Patient Scheduling
- Patient Assessments
- Direct Patient Care
- Data Entry
- Insurance claims
- Monitoring patient progress
- Activation support
Timeline
Health Care Advisor
Optum/United Health Group
06.2019 - 10.2020
Tier 2 Research / Technical Support Associate
Optum / United Health Group
03.2015 - 06.2022
Senior Customer Service Representative
Optum / United Health Group
10.2014 - 03.2015
Medical Assistant
HealthCare Partners
06.2011 - 07.2013
GED -
American Career College