Jenny Fernandez

Managed high volume inbound/outbound calls

Assisted Medicare patients with PBM issues

Assisted Pharmacies and Medical Providers with PA for medications

Upheld quality control policies and procedures to increase customer satisfaction.

HIPPA CERTIFIED

Data Analyst/ Agent – NM PHE Unwinding Project

Analyst for Medicaid cases for the state of New Mexico. Process referrals for Medicaid and applications. Critical thinking and the ability to handle each case with care. Multitasking includes but not limited to active listening, handling a PC, and handling inbound/outbound calls. Gathering data in an accurate manner and entering it into an automated system. Handling very sensitive and private data with accuracy. HIPPA Certified.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Answered high volume inbound calls
• Answered questions on IVR
• Answered inbound calls, chats and emails to facilitate customer service.
• Answered customer questions and addressed concerns resulting in reduction in customer complaints.
• scheduled appointments for COVID-19 vaccines