LAURETTA CHANEY
Blue Shield of California
SACRAMENTO,CA
1
Certification
11
years of professional experience
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Work History
Concierge Representative
1 Year 2 Months- Delivered concierge support for member inquiries, benefits, and plan navigation with accurate, courteous guidance.
- Resolved complex service issues by coordinating with internal departments and external providers.
- Documented interactions in case management systems to maintain complete, timely service records.
- Assisted members with referrals, appointments, and care coordination while following service protocols.
- Streamlined workflow by prioritizing urgent requests and managing multiple cases simultaneously.
- Maintained confidentiality while handling sensitive member information in compliance with privacy requirements.
- Handled guest complaints with professionalism, resolving issues quickly to maintain high levels of satisfaction.
- Collaborated with team members to ensure consistent delivery of exceptional customer service.
- Efficiently handled high volumes of phone calls while maintaining a calm demeanor under pressure.
- Handled comprehensive pharmacy inquiries such as co-pay formulary coverage, vacation overrides, prior authorizations, and review/analyze member claims.
- Connected members to wellness plans, health advocates, and social workers.
- Composed routine written correspondence, managed inventory tasks, and updated online member records while speaking on the phone.
Food Service Assistant
2 Years 1 Month- Processed student and staff purchases through cash register, point of sale terminal or clicker counter.
- Prepared meal ingredients and assembled breakfast and lunch portions following district nutrition standards.
- Verified food temperatures, sanitation, and storage conditions to maintain safe meal service.
- Trained new food service staff on cafeteria routines, safety practices, and equipment use.
- Unpacked deliveries, organized placement by rotating food and supplies between storage rooms, freezers, and serving stations.
- Cleaned workstations, equipment, and serving areas to meet health and sanitation requirements.
BUS OPERATOR & TRAINER
3 Years 1 Month- Managed passenger conflicts and addressed disruptive or abusive behavior while providing directions to enhance customer experience.
- Facilitated training sessions for new drivers to enhance their operational skills.
- Conducted pre-trip safety inspections and coach inspections.
- Identified and reported safety concerns, malfunctions, and traffic issues to promote passenger safety.
- Maintained schedules, followed prescribed routes, collected fares, validated passes, operated radio, made announcements, and entered announcements into automated system.
- Completed reports, time slips, day card, arrival and departure times and logbooks.
SENIOR INTAKE COORDINATOR
1 Year 10 Months- Utilized thorough knowledge of physician services and requirements to enhance patient care coordination.
- Accurately entered patient information (i.e. DOB, SSN, insurance, demographics, medical history, etc.) into the internal database.
- Answered multiple phone lines and responded to email inquiries from prospective patients.
- Booked and scheduled new patient appointments.
- Matched potential patients with appropriate physicians, improving patient satisfaction and care alignment.
- Cross trained new employees in multiple departments on a routine basis.
- Screened inbound calls to appropriately ensure optimal customer service and experience.
Education
BACHELOR OF SCIENCE - Technical Management, Specialization in Health Services Management
Skills
//PROFESSIONAL
Customer Engagement
Case Coordination
Conflict Resolution
Time Management
//TECHNICAL
Document management
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Google Docs
Written and verbal communication
Certification
ServSafe Certified
Timeline
Concierge Representative
Blue Shield of California
09.2025 - 11.2026Read More
Food Service Assistant
Sacramento School District
07.2023 - 08.2025Read More
BUS OPERATOR & TRAINER
REGIONAL TRANSIT
10.2017 - 11.2020Read More
SENIOR INTAKE COORDINATOR
COMMUNITY PSYCHIATRY
12.2015 - 10.2017Read More
DeVry University
BACHELOR OF SCIENCE from Technical Management, Specialization in Health Services Management
Read More