Louro Louro
Aetna / CVS Health
Stockton,CA
2
Languages
17
years of professional experience
Client-focused healthcare professional with 15 years in health insurance and direct patient care. Skilled in navigating health benefits, resolving complex issues, and coordinating care to enhance patient experiences. Demonstrates strong leadership and communication abilities, advocating effectively for clients. Fluent in English and Spanish.
Work History
Customer Service Representative
4 Years 2 Months- Resolve complex customer concerns using empathy, active listening, and problem-solving skills.
- Handle high-volume inbound and outbound calls while maintaining excellent customer satisfaction.
- Assist members with health insurance benefits, eligibility, claims, and coverage questions.
- Guided members in understanding healthcare options and connected them with appropriate resources for informed decision-making.
- Accurately document member interactions while maintaining HIPAA compliance.
- Coordinated with multiple departments to efficiently resolve benefit and claims issues, enhancing member satisfaction.
- Mentored and supported team members to uphold quality service standards and improve overall team performance.
In-Home Supportive Services (Caregiver)
8 Months- Supported clients in daily living activities, medication management, meal preparation, and mobility to enhance quality of life.
- Tracked client health and promptly reported changes to healthcare professionals to address concerns effectively.
- Facilitated communication and collaboration among family members and healthcare providers to ensure comprehensive care.
- Provided compassionate in-home care while promoting client independence and dignity.
- Built trusting relationships through patience, empathy, and effective communication.
Resident Assistant • Medication Technician • Shift Leader
5 Years 1 Month- Promoted to Shift Leader, overseeing daily operations and supporting staff to ensure quality resident care.
- Supervised team members during shifts and facilitated training for new employees to enhance care quality.
- Administered medications safely and accurately following physician orders and company policies.
- Delivered compassionate care to seniors, including residents with Alzheimer’s and dementia, fostering a supportive environment.
- Assisted residents with activities of daily living while maintaining dignity and respect.
- Responded quickly and effectively to medical emergencies and resident concerns.
- Communicated with physicians, nurses, and family members regarding resident care.
- Maintained accurate medical documentation, ensuring compliance with healthcare regulations to uphold safety standards.
Education
High School Diploma
Skills
Insurance Knowledge
Healthcare Communication
Fluent in English and Spanish
Customer relationship management
Microsoft Excel
Microsoft Word
Microsoft Outlook
HIPAA Compliance
LANGUAGES
English — Fluent
Spanish — Fluent
Timeline
Customer Service Representative
Aetna / CVS Health
06.2022 - CurrentRead More
In-Home Supportive Services (Caregiver)
San Joaquin County IHSS
01.2015 - 09.2015Read More
Resident Assistant • Medication Technician • Shift Leader
Emeritus Senior Living
06.2009 - 07.2014Read More
Bear Creek High School
High School Diploma
Read More