Marissa Quijada
West Covina,CA
Summary
Dynamic customer service professional with extensive experience at Kaiser Permanente, excelling in IT technical support and quality assurance. Proven ability to manage multiple tasks while ensuring HIPAA compliance and delivering exceptional service. Proficient in Foundations and PIMS, with a strong focus on member satisfaction and effective communication.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
KAISER PERMANENTE
Corona, CA
07.2023 - Current
- Provides members with quality healthcare by assisting them with technical web support, and health insurance policy plan inquiries
- IT support for Kaiser systems such as kp.org and bill pay portal
- Adheres to policies and procedures by maintaining a secure experience while handling protected health information and ensuring accurate information is relayed to our members and providers to retain quality assurance
- Manages multiple daily calls in the queue from various regions nationwide and connects members and providers with internal and external departments if needed.
- Collaborates with other departments to provide excellent customer service to the satisfaction of our members
- Demonstrates attention to detail by providing members with healthcare eligibility, benefits, and coverage information and assists with navigation to gain access to care
- Assists with processing and receiving electronic payments for monthly premiums
- Familiar with navigating Foundations and Health Connect electronic charting system as well as other Kaiser systems
Pharmacy Assistant
Kaiser Permanente
San Dimas, CA
10.2019 - 07.2023
- Processed prescriptions, posted bill amounts, and calculated copayments through the ePIMS system
- Ordered medication for members and determined if it was a generic, brand, or specialty drug that needed to be outsourced through a vendor
- Restocked and replenished orders for Over-the-Counter medication
- Performed clerical tasks, such as filing, compiling, maintaining prescription records, and composing letters.
- Operated cash register to process cash and credit sales through POS system
- Used Foundations, Health Connect, Pims, and eventually E-Pims, GSL, and POS to assist patients with copays, billing, purchasing, and processing their medication
- Prepared and reconciled revenue for bank deposits
- Referred callers to a pharmacist when necessary.
- Calculated anticipated drug usage for a prescribed period.
- Coached new employees with training on pharmacy workflow systems and operations
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible while following policies and procedures.
Pharmacy Assistant
Kaiser Permanente
Downey, CA
11.2010 - 10.2019
- Contributed to training by mentoring new employees with mail-order pharmacy workflow systems and operations
- Adhered to policies and procedures in the Pharmacy
- Collaborated closely with other healthcare departments and locations to provide members with their medication via KNAPP system
- Maintained equipment, work areas, and shelves.
- Management of inventory par
- Restocked medication storage areas, replenishing inventory on shelves.
- Packaged prescriptions and mailed to our patients
- Supported the implementation of new workflows by testing new systems that communicate between different facilities and departments
Team Lead
Kmart
Rosemead, CA
06.2009 - 11.2010
- Responsible for Human resources or administrative roles such as timekeeping and scheduling crew
- Supervised others and provided on-the-job training.
- Balanced cash drawers at the beginning and end of shifts. Handled cash, checks, and credit card transactions. Computed and recorded totals and kept periodic balance sheets of monetary amounts and numbers of transactions.
- Coordinated and managed multiple projects simultaneously
- Prepared presentations and distributed reports
- Provided product information and resolved the concerns of our customers
- Defined problems, collected data, facts, and validated conclusions.
Education
Associate - Social Science
Citrus College
Glendora, CA01.2019
High School Diploma -
Arroyo High School
El Monte, CA06.2009
Skills
- Foundations and mainframe systems
- Health connect
- GSL and Knapp
- Point of sale (POS)
- PIMS and E-PIMS
- HP chats
- WDE and Aspect WFO
- Cisco and Genesys phones
- ACI and CSIR
- SLP and MQV
- Microsoft Excel, Word, PowerPoint, and Outlook
- Telephone etiquette
- 10-key data entry
- IT technical support
- Filing systems
- Data entry accuracy
- Quality customer service
- HIPAA compliance
- OSHA compliance
- Medical documentation and terminology
- Medical accounts management
- Insurance guidelines and verifications
- Inventory control
Certification
- Medical Terminology Specialization, Rice University Online, 2025-05-01
- Virtual Teacher, UC Irvine Online, 2025-04-01
- Human Resource Associate Professional Certificate, HRCI, 2025-04-01
- Certified Associate in Project Management (CAPM) 26PDU, PMI- TIA Education, 2025-04-01
- ADP Compensation and Benefits Analyst, ADP, 2025-04-01
- ADP Payroll Specialist, ADP, 2025-04-01
- Google Analytics Certification (GA4), Google Skillshop, 2025-03-01
- Microsoft Excel Professional Certificate, Microsoft, 2025-12-31
- Medical Billing and Coding Fundamentals, MedCerts online, 2025-12-31
Timeline
Customer Service Representative
KAISER PERMANENTE
07.2023 - Current
Pharmacy Assistant
Kaiser Permanente
10.2019 - 07.2023
Pharmacy Assistant
Kaiser Permanente
11.2010 - 10.2019
Team Lead
Kmart
06.2009 - 11.2010
Associate - Social Science
Citrus College
High School Diploma -
Arroyo High School
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