Karla Reyna

Work of behalf of Ambetter the employers health plan. Calling pharmacies and doctors offices to see if they receive prescriptions for patients.

• Monitored team progress and enforced deadlines
• Delegated daily tasks to team members to optimize group productivity
• Fostered positive employee relationships through communication, training and development coaching
• Collaborated with management team to implement new work procedures or policies
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth

• Maintained organized filing system of paper and electronic documents
• Ordered office supplies to purchase items and maintain appropriate levels
• Managed multiple calendars and contacts using computer software
• Monitored office equipment and scheduled repairs
• Created and updated spreadsheets to track and report data
• Processed payroll and submitted direct deposits using accounting software
• Assisted with answering phones, filing paperwork, entering data

• Responded promptly to customer service calls and inquiries from diverse groups of individuals
• Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets
• Maintained high level of communications and marketing skills by participating in professional activities
• Evaluated and identified opportunities to drive process improvements, positively impacting customer experience
• Learned and applied sales techniques to achieve marketing goals for outreach

• To listen to reports and maintain the integrity of the company by providing safe and efficient security protocols for both the company and the clients
• Utilized Microsoft Excel and Microsoft Word to complete audio transcription as well as data for the completion of audio transcripts
• Developed and adhered to exacting transcription quality assurance standards and metrics
• Maintained strict confidentiality of transcribed data according to HIPAA regulations and company policy
• Filed and stored completed documents on computer hard drives and maintained computer filing systems to store, retrieve, update and delete documents
• Complied with security policies and kept information confidential
• Paying very close attention to, and logging a surplus of details given within a single audio file
• Completing lengthy audio files within a limited time frame

• Maintained clean and well-organized environment for client happiness and safety
• Dressed, groomed and fed patients with limited physical abilities to support basic needs
• Helped transition patient between bed, wheelchair and automobile to provide safe mobility support
• Assisted with client personal care needs to foster independence and well-being
• Ran errands for clients and drove to appointments to maintain wellness and support daily living needs
• Supervised medication administration, personal hygiene and other activities of daily living
• Developed strong and trusting rapport with patients to facilitate smooth, quality care
• Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files
• Interacted with patients through games and fun activities to boost mood and improve overall memory

• Kept office records organized and supplies well-stocked for optimal team performance
• Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction
• Supported office clerical functions using word processing and other software, email and office machines
• Complied with confidentiality regulations in handling customer information
• Strictly adhered to confidentiality protocol regarding client information and documents
• Enhanced recordkeeping storage space and usability by reorganizing physical filing systems
• Collected and entered payment data into system, maintaining complete confidentiality and accuracy
• Maintained confidentiality regarding compensation, benefits and employee issues by handling confidential information and documentation with care
• Processed payments daily, verifying cards and giving change for cash payments
• Contacted customers regarding account updates and potential problems