Joseph Gaitan
Fort Worth,Texas
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Outreach Analyst III
ASM Research
11.2022 - Current
- Intake, identify, review and triage high complexity inquiries utilizing salesforce for data entry
- Provide complex support and resolution for highly complex inquiries including coordination and outreach with health care providers, health insurance plans, and CMS (Centers for Medicare & Medicaid Services) groups
- Utilizing software, databases, scripts, and tools appropriately.
- Provide highly specific and/or advanced instructions to health care providers, health insurance companies, insurance plans, and/or other entities as directed by CMS in order to efficiently convey the nature of the dispute between both parties
- Built lasting relationships with clients and other call center team members based on trust, reliability, and day-to-day outreach
- Streamlined reporting procedures by creating user-friendly Knowledge based articles for easy access to key performance indicators.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Tier II Service Desk Representative
Cognosante
03.2022 - 11.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Verify Insurance claims, explanation of benefits, and medical bills as pertinent to CMS investigation policy.
- Work in tandem with CMS (Centers for Medicare & Medicaid Services) in order to educate the public on the NO SURPRISE ACT.
- Building lasting relationships with clients and other call center team members based on trust and reliability.
- Possessed the ability to overview health insurance billing claims and determine corrective action.
- Kept consumer information in balance and ran daily reports to verify all deadlines are being met.
- Maintain exceptional service through QA feedback, user guides, and knowledge based articles/
- Meet weekly with program and project managers to develop knowledge based articles and update created ones/
Tier 1 Service Desk Analyst
Cognosante
06.2021 - 03.2022
- Manage all inbound complex complaints and inquiries. Provide advanced support and resolution for complex complaints and inquiries.
- Learn and familiarize through entering tickets and disputes through ServiceNow.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Conducted audits of consumer interactions to ensure compliance with service standards and regulatory requirements.
- Collaborated with team members and supervisors to implement strategies for improving QA processes and enhancing customer experience.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
FEMA Disaster Relief Representative
Cognosante
05.2021 - 06.2021
- Provide day-to-day high volume helpline assistance
- Assist consumers on how to fill out FEMA disaster relief forms
- Provide empathy and understanding to customers while addressing concerns in a respectful and professional manner
- Provide the utmost confidentiality of PHI by regularly restarting pc, deleting files, and conducting weekly review of documentation
- Records all results from contacts in call center database.
- Regular follow-up calls to consumers to inform them of any missing documentation, statements, and data updates.
- Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Account Manager
Guardian Network Solutions
01.2021 - 05.2021
- Generate leads with new customer acquisitions or reviving former consumers.
- Implemented strategies to enhance the QA process and achieve higher customer satisfaction ratings.
- Documented all interactions and determine an action plan based on most the desired consumer needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
Student Assistant
Tarrant County College (TRIO PROGRAM)
06.2019 - 08.2020
- Conducted regular quality assessments of tutoring sessions and academic programs to ensure effectiveness and student satisfaction
- Led personalized tutoring sessions and led an academic writing course
- Familiarize myself with the FAFSA application form
- Assist students in building efficient life skills for life after high school
- Document all student college applications, SAT/ACT scores, and scholarship applications
- Contributed to the development and enhancement of academic support resources and materials, ensuring alignment with student needs and academic standards
- Provided input on initiatives to improve student retention and success rates within the TRIO program
Education
High School -
Polytechnic High School
Fort Worth, TexasBachelor of Arts - Communications
Angelo State University
San Angelo, Texas05-2020
Skills
- Customer service oriented
- Analytical thinking
- Compliant with HIPAA and PHI
- MS Excel
- Familiarity with working a variety of ServiceNow instances
- Skilled at learning new concepts quickly while working well under pressure
- Audit support
- Decision-making
- Risk analysis
- Compliance analysis
Degrees And Certifications
- Bachelor of Arts, Communications, Business Administration, Angelo State University
- Foundations of Project Management, Coursera: https://www.coursera.org/account/accomplishments/certificate/XKGK3CT4AT7A
- Ethics and Project Management, Skillsoft: https://skillsoft.digitalbadges.skillsoft.com/b8e8351d-e126-4d18-8c8e-7d47c97a0b20#gs.crjxj7
Timeline
Outreach Analyst III
ASM Research
11.2022 - Current
Tier II Service Desk Representative
Cognosante
03.2022 - 11.2022
Tier 1 Service Desk Analyst
Cognosante
06.2021 - 03.2022
FEMA Disaster Relief Representative
Cognosante
05.2021 - 06.2021
Account Manager
Guardian Network Solutions
01.2021 - 05.2021
Student Assistant
Tarrant County College (TRIO PROGRAM)
06.2019 - 08.2020
High School -
Polytechnic High School
Bachelor of Arts - Communications
Angelo State University
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