Jeaxa Castro Gonzalez

• Coordinate and manage housing and wellness benefits assistance with the Finance Department minimizing overpaying.

•Audit and monitored workflow to improve employee time management and increase productivity.

• Handle members and vendors complaints, resolve issues and provide final resolution.
• Providing training, mentoring, and guidance to team members.
• Collaborate in the creation of new process and job aids.
• Participated in several projects resolving and helping to meet the department goals.

• Outreach members identified by the Florida State Department of Health with critical conditions to ensure coordination of care with Case Managers.

• Completing assessment for critical condition members unable to reach.

• Assist with large volume of customers every day with positive attitude and focus on customer satisfaction.
• Manage member services for different products: MMA, Healthy Kids, CW and Ambetter.
• Verified customer identification and documentation for compliant transactions.
• Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

• Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members and providers.
• Consistently exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
• Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
• Identified potential risks or conflicts within member accounts, taking proactive measures to prevent future complications.
• Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Worked different stations to provide optimal coverage and meet production goals.

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
• Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
• Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
• Coached new hires on company processes while managing employees to achieve maximum production.