Marilu Barzola
Las Vegas,NV
Summary
Bilingual (English/Spanish) healthcare professional with 5+ years of experience supporting pharmacy operations, provider interactions, and member services within a managed care environment. Proven ability to resolve complex issues, and collaborate with cross-functional teams to improve provider and member experience. Skilled in quality assurance, and process improvement with a strong foundation in healthcare systems and compliance.
Overview
10
10
years of professional experience
Work History
Pharmacy Customer Care Associate Lll-Bilingual
Elevance Health
Las Vegas, NV
08.2020 - Current
- Act as a liaison between members, providers, pharmacies, and internal departments to resolve complex pharmacy and claims-related issues.
- Support provider and member relationships by explaining benefits, coverage policies, and pharmacy procedures clearly and effectively.
- Manage escalated cases involving billing issues, medication access, and service concerns, ensuring timely and compliant resolution.
- Collaborate with cross-functional teams to address recurring issues and improve overall service delivery and provider experience.
- Conduct call audits and evaluate customer feedback to identify trends, improve performance, and enhance service quality.
- Utilize Genesys Cloud, Compass, and Workspace Desktop to document interactions and manage case workflows.
Patient Support Specialist
UNLV Medicine
Las Vegas, NV
07.2018 - 07.2020
- Provided front-line support to patients and providers, addressing inquiries, scheduling appointments, and coordinating care services.
- Communicated with healthcare providers and clinical staff to ensure accurate information flow and timely issue resolution.
- Investigated patient concerns and service issues, identifying root causes and implementing appropriate solutions.
- Maintained accurate patient records and supported administrative processes to ensure compliance and efficiency.
- Managed multi-line phone systems in a high-volume healthcare environment.
Patient Support Specialist
Pulmonary Associates
Las Vegas, NV
08.2016 - 06.2020
- Supported daily operations by assisting patients with registration, insurance verification, and appointment scheduling.
- Coordinated with providers and clinical staff to ensure accurate patient information and smooth office workflow.
- Resolved patient concerns in accordance with office policies, maintaining a high level of service and professionalism.
- Managed front office responsibilities, including phone support and administrative coordination.
Education
Graduate Certificate - Human Resources Management
University of Phoenix
Arizona City, AZ11.2023
Graduate Certificate - Medical Assistant
Kaplan College
Las Vegas, NV01.2012
GED -
State of Nevada
Las Vegas, NV01.2011
Skills
- Provider & Member Relations
- Healthcare Operations
- Billing & Benefits Support
- Cross-Functional Collaboration
- Quality Assurance & Call Auditing
- Customer Experience Enhancement
- Systems: Genesys Cloud, Compass, Workspace Desktop
Timeline
Pharmacy Customer Care Associate Lll-Bilingual
Elevance Health
08.2020 - Current
Patient Support Specialist
UNLV Medicine
07.2018 - 07.2020
Patient Support Specialist
Pulmonary Associates
08.2016 - 06.2020
Graduate Certificate - Human Resources Management
University of Phoenix
Graduate Certificate - Medical Assistant
Kaplan College
GED -
State of Nevada