Lidia Galvez
Tampa,FL
Summary
Dynamic Care Manager Support Assistant with a proven track record at Humana, excelling in clinical documentation and problem-solving. Recognized for enhancing member satisfaction through effective communication and organizational skills. Adept at navigating complex situations while maintaining HIPAA compliance, ensuring accuracy and precision in all interactions.
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
11
11
years of professional experience
Work History
Care Manager Support Assistant III
Humana
06.2025 - Current
- Provide advanced non-clinical support to assess and evaluate member needs to promote optimal wellness.
- Conduct in-depth research to identify appropriate resources and solutions for complex member situations.
- Participate in pilot programs and process improvements, often within the bilingual department.
- Collaborate with care managers and interdisciplinary teams to coordinate care plans.
- Maintained strict adherence to professional ethics and confidentiality guidelines, safeguarding sensitive information and promoting trust.
- Completes all required assessments for members, make necessary referrals and assist with overall needs, which contributes to comprehensive customer care while providing exceptional customer service.
Care Manager Support Assistant II
Humana
12.2024 - 06.2025
- Supported member needs assessments and wellness goals through timely follow-up and coordination.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Communicated between members, providers, and departments to ensure accurate case handling.
- Assisted care managers by managing documentation, emails, and case updates.
- Escalated urgent issues promptly to appropriate teams for resolution.
Outbound Contacts Representative
Humana
09.2023 - 12.2024
- Represents company through outbound contacts to Medicaid members and providers, by addressing variety of issues while upholding high standard of professionalism.
- Performs administrative, clerical, operational and computational tasks in adherence with established policies and guidelines, while working within defined parameters.
- Ensures timely follow-up with members and providers, by consistently meeting service, quality standards and responding to inquiries with commitment to excellence.
- Consistently meet all call metrics by showcasing dedication to performance and productivity which results in receiving Bronze Star Awards and kudos from members for going above and beyond to meet needs of members.
The Resume Shoppe - Virtual Assistant
The Resume Shoppe - Virtual Assistant
04.2022 - 09.2023
- Completed administrative tasks virtually by performing business correspondence via email and chat messaging, social media marketing, transcription, and data entry.
- Worked closely with owner to provide effective assistance for specific aspects of business operation.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate extensive requests.
- Took initiative to assist with special projects of varying degrees of complexity.
- Facilitated smooth operations with proficient data entry and document management for various projects.
Bilingual Customer Service Representative
Maximus
08.2022 - 01.2023
- Delivered exceptional customer service to every customer by leveraging extensive
knowledge of products and services and creating welcoming, positive experiences. - Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective customer satisfaction rates.
- Represented company through outbound contacts to Medicaid members and providers
addressing variety of issues while upholding high standards of professionalism.
Member Support Representative (Contract)
ID.me
03.2022 - 04.2022
- Assisted large volume of members every day with identification, verification, and troubleshooting with positive attitude and focus on member satisfaction.
- Enhanced member satisfaction by promptly addressing concerns and providing tailored solutions via email and/or chat correspondence.
- Resolved member issues efficiently by utilizing strong problem-solving skills and knowledge.
- Handled sensitive member data with professionalism and discretion, adhering to strict security protocols at all times.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Spanish Interpreter
Cyracom Intl
12.2019 - 03.2022
- Enhanced communication by accurately interpreting and translating various calls ranging from financial, emergency, medical, legal, and bills for Spanish-speaking clients.
- Received positive feedback from clients for exceptional attention to detail in translated documents and interpreted conversations.
- Improved cultural understanding among colleagues by providing language training sessions and workshops on foreign customs and practices.
- Stayed current on new expressions and cultural changes impacting language translation.
- Demonstrated cultural sensitivity and adaptability during interpretation assignments, fostering positive relationships with clients from diverse backgrounds
Cashier/Customer Service Representative
Wright's Gourmet House
09.2014 - 12.2019
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Completed order entries and verified correctness with customers to reduce post-order errors.
- Provided clear communication with kitchen staff regarding special requests or dietary restrictions, ensuring customer satisfaction with meals.
- Handled high-pressure situations calmly during busy periods or equipment malfunctions, keeping operations running smoothly under challenging circumstances
Education
High School Diploma -
Chamberlain High School
Tampa, FL06-2014
Skills
- Clinical documentation
- Policy adherence
- Problem-solving
- Multitasking Abilities
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Adaptability and flexibility
- HIPAA regulations compliance
- Accuracy and precision
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Care Manager Support Assistant III
Humana
06.2025 - Current
Care Manager Support Assistant II
Humana
12.2024 - 06.2025
Outbound Contacts Representative
Humana
09.2023 - 12.2024
Bilingual Customer Service Representative
Maximus
08.2022 - 01.2023
The Resume Shoppe - Virtual Assistant
The Resume Shoppe - Virtual Assistant
04.2022 - 09.2023
Member Support Representative (Contract)
ID.me
03.2022 - 04.2022
Spanish Interpreter
Cyracom Intl
12.2019 - 03.2022
Cashier/Customer Service Representative
Wright's Gourmet House
09.2014 - 12.2019
High School Diploma -
Chamberlain High School